Consumers' trust of salesperson and manufacturer: an empirical study

Kennedy, Mary Susan; Ferrell, Linda; LeClair, Debbie Thorne

doi:10.1016/s0148-2963(99)00039-9

Cited by 294 publications

(229 citation statements)

References 46 publications

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“…Gruber et al (2006) found competence to be the most desired attribute of customer contact employees within complaint handling encounters. These findings are also aligned with sales management research where "Competence", as a function of salesperson behaviour, has been found to be a determinant of customer trust (Kennedy, Ferrell & Leclair, 2001;Swan, Bowers & Richardson, 1999). British students believe that when trust exists between them and the professor, it translates into better academic performance ("Performance"), which in turn leads to a better start for their careers.…”

Section: Service Recovery Expectations Of British Students (Ladderingsupporting

confidence: 78%

Service recovery in higher education: Does national culture play a role?

Gruber

Chowdhury

Reppel

2011

Journal of Marketing Management

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Biography Thorsten Gruber is a Senior Lecturer in Marketing andAbstract: It is now well recognised that an effective service recovery system plays a crucial role in service organisations. However, the importance of such systems has not yet been acknowledged by the higher education industry. Given the need for more research on service recovery expectations of students, this exploratory study attempts to shed light on what students believe to be the desirable attributes of professors during recovery encounters. To investigate how national culture influences student expectations during such encounters, 40 students from the United Kingdom and Bangladesh were interviewed and 210 questionnaires were completed by students. Using the semi-standardised laddering interviewing technique in combination with Kano questionnaires, the study provides an indepth insight into the qualities and behaviours that students expect professors to portray during service recovery encounters. The research reveals that the key attributes desired by both groups of students include being approachable, listening actively, showing empathy and providing an explanation. Among a wide range of benefits, students link these attributes to enhanced teacher-student relationship, better academic performance and at a more abstract level, to desired end-states such as harmony and wellbeing.

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Section: Service Recovery Expectations Of British Students (Ladderingsupporting

confidence: 78%

Service recovery in higher education: Does national culture play a role?

Gruber

Chowdhury

Reppel

2011

Journal of Marketing Management

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“…In fact, consumer trust in a company's activities is highly dependent on the extent to which s/he disapproves the firm's ethical practices relating to product, price, distribution, and promotion (Lagace et al, 1991;Robertson and Anderson, 1993). A positive association between the firm's marketing ethicality and consumer trust was confirmed by various studies (e.g., Beatty et al, 1996;Bejou et al, 1998;Kennedy et al, 2001;Román and Ruiz, 2005). Conversely, consumers with more negative ethical perceptions of a firm's marketing activities were found to put less trust in a particular firm (Creyer and Ross, 1997;Hosmer, 1995;Nebenzahl et al, 2001).…”

Section: Marketing Unethicality and Consumer Trustmentioning

confidence: 95%

Cultural drivers and trust outcomes of consumer perceptions of organizational unethical marketing behavior

Leonidou

Leonidou²,

Kvasova³

2013

European Journal of Marketing

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Purpose -The article develops and tests a model that focuses on the cultural drivers and trust outcomes of consumer perceptions on issues pertaining to the unethical marketing behavior of firms. It specifically investigates: the role of cultural orientation in forming consumer ethical ideology; the link between the consumer's ethical ideology and his/her perceptions regarding the unethical marketing behavior of firms; the effect of perceived unethical marketing behavior on trust in firms; and the moderating role of gender, age, and education of the consumer.Design/methodology/approach -The article is based on a quantitative survey conducted among 387 Cypriot consumers aged 18 and above, using stratified random sampling procedures. The items comprising the constructs used were derived from multiple literature sources and these were measured on a seven-point Likert scale. Data were gathered through personal, face-to-face interviews conducted at central locations in all major towns of Cyprus. To test the hypothesized relationships among the constructs of the model, structural equation modeling was employed.Findings -The study confirmed that both power distance and uncertainty avoidance are important in forming idealistic attitudes, while both individualism and masculinity lead to an egoistic attitude. Idealism was observed to have a positive association with perceived marketing unethicality, while egoism was found to negatively affect consumer perceptions of unethical marketing behavior by firms. It was also revealed that perceived unethical marketing behavior decreases consumer trust. The study also revealed that the link between idealism and perceived marketing unethicality is stronger among male and older individuals, while consumer's level of education had no moderating impact on this link. Finally, none of the consumer demographics examined (i.e., gender, age, and education) moderated the association between egoism and perceived unethical marketing behavior.Research limitations/implications -The findings of the study offer useful implications for business managers (e.g., adopting an ethical marketing spirit), public policymakers (e.g., establishing a broader set of ethical guidelines for marketers), and consumer pressure groups (e.g., making consumers act as 'watchdogs' of potential unethical marketing practices). The findings of the study should be seen within the context of limitations pertaining mainly to the fieldwork country, the cross-sectional design, and the sampling unit used.Originality/value -The originality of the study lies in the fact that: it puts together in a single model both antecedents and outcomes of the marketing unethicality of firms, as this is perceived by the individual consumer; concurrently examines the role of cultural orientation and ethical ideology of the consumer in forming ethical attitudes and responses; focuses on the instrumental role of cultural characteristics on consumer ethical perceptions from the perspective of the individual, rather than the society as a whol...

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“…Findings from Naser and Mountinho (1997) suggest that Islamic ethical sales practices, as perceived by financial services customers, increased customer trust in the CRA. Likewise, different exploratory studies in the conventional field have shown that customer trust in the salesperson can be earned by the honest actions of sales representatives (Swan et al, 1985;Swan et al, 1988;Beatty et al, 1996), as well as low-pressure selling techniques (Strutton et al, 1996;Kennedy et al, 2001).…”

Section: Customer Trust In the Islamic Bankmentioning

confidence: 99%

Islamic Marketing Ethics and Its Impact on Customer Satisfaction in the Islamic Banking Industry

Hassan¹,

Latiff²

2014

JIBM

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Abstract. Islamic marketing ethics combines the principle of value maximisation with the principles of equity and justice for the welfare of the society. Adherence to the Islamic ethics in the Islamic banking industry can help elevate the standards of both behaviour and living of bankers and customers alike. In a rapidly changing marketing environment the need to be customer-focused has never been as important as it is today. At present where customers are becoming more demanding and increasingly mobile between competing financial providers, being customer-focussed is not enough. Islamic banks and more specifically their customer-contact employees (customer relation advisers or officers) need to be perceived by their customers as being Islamic.This study represents an initial step in analysing the role of Islamic ethical sales behaviour as it may be perceived by the customers of Islamic Banks.

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Consumers' trust of salesperson and manufacturer: an empirical study

Cited by 294 publications

References 46 publications

Service recovery in higher education: Does national culture play a role?

Service recovery in higher education: Does national culture play a role?

Cultural drivers and trust outcomes of consumer perceptions of organizational unethical marketing behavior

Islamic Marketing Ethics and Its Impact on Customer Satisfaction in the Islamic Banking Industry

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