The role of communication and trust in explaining customer loyalty

Ball, Dwayne; Coelho, Pedro Simões; Machás, Alexandra

doi:10.1108/03090560410548979

Cited by 421 publications

(389 citation statements)

References 65 publications

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“…(e.g. Moorman, Deshpande, & Zaltman, 1993;Morgan & Hunt, 1994, Binninger, 2008Auh, 2005;Ball et al, 2004).…”

Section: Hypotheses Testing Resultsmentioning

confidence: 99%

Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customers

Çerri¹

2012

JOC

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The purpose of the study is to investigate the relationships among service quality, satisfaction, trust, and store loyalty in a retailing context. All these variables have considerable importance on store performance, measured by financial indicators or market ones. The data were collected from a sample of 258 students at two universities in Albania, during the first quarter of 2012. The items included in the survey measured the variables of the study as well as demographic characteristics of the sample. Confirmatory factor analysis (CFA) and structural equation modeling (SEM) were used to evaluate the hypotheses regarding relationships among model constructs. All the hypotheses developed in the study were positively confirmed, reinforcing the theory and previous research on this field. The study also reveals interesting implications in service quality, satisfaction, trust, and store loyalty, useful to both academics and practitioners. Managers will find this research helpful in better understanding these variables and their roles on their companies' performance.

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“…(e.g. Moorman, Deshpande, & Zaltman, 1993;Morgan & Hunt, 1994, Binninger, 2008Auh, 2005;Ball et al, 2004).…”

Section: Hypotheses Testing Resultsmentioning

confidence: 99%

Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customers

Çerri¹

2012

JOC

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“…For example, procedural justice is expected to remain higher when deviant service communication is 7 evident, compared to other types of pro-customer deviance. The strong impact of deviant service communication might be due to the provision of open and reliable information to customers, reducing this way the information asymmetry they face (Ball, Simões Coelho & Machás, 2004) and enabling them to reach a better purchase decision. On the contrary, one would expect deviant service adaptation to reduce customers' perceptions of a fair exchange process, as the employee evidently disregards the existing service delivery standards.…”

Section: Pro-customer Deviance and Different Types Of Perceived Customentioning

confidence: 99%

Achieving favourable customer outcomes through employee deviance

Boukis

2016

The Service Industries Journal

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This study advances current knowledge by examining how employee deviance and customer participation during a single employee-customer exchange generate favourable customer responses. This work bridges the employee deviance stream with the service encounter literature and illustrates the importance of equity theory in deviant service exchanges between customers and employees. Moreover, results add to the ongoing debate on service nepotism by canvassing the consequences from the customer's active participation in deviant exchanges which appears to enhance customer perceptions of the exchange. A 3x2 betweensubjects experimental design was adopted which manipulates three types of pro-customer deviance along with customer's participation (or not) to the exchange. The dependent variables capture three types of perceived customer justice (cognitive outcomes) and customer's affective state (affective outcome). Findings illustrate that customers approve employees' deviance for their own benefit while also indicate favourable outcomes from deviant exchanges with employees such as higher perceived justice and a more positive affective state. The article concludes with a discussion of the theoretical and managerial implications, limitations and research directions that emerge from this study.

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“…This may be particularly pertinent for the financial services sector which exhibits both uncertainty and relatively high risk, some of which is driven by lack of customer understanding and an inability to assess the service provision (Sharma and Patterson, 2000;Tyler and Stanley, 2007;Ennew et al, 2011) and where the provided services are often ill-defined and wide ranging (McKechnie, 1992;Ennew et al, 2011). This can leave the customers with a level of vulnerability for which trust represents an essential safety net (Ball et al, 2004), hence the need to embrace credibility and goodwill, hand in hand. The analysis to be undertaken will assess the proposed trust scale in terms of content relevance and dimensionality.…”

Section: ) Suggested That Trust Will Be Exhibited By "A Person Who mentioning

confidence: 99%

The SMEs’ perspective of trust in a B2B relationship

2016

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Despite the diversity in its associated definition and related structures, the role of trust in underpinning long-term business relationships is well established. This paper presents an instrument to assess trust from the perspective of Nigerian SMEs towards their banks, an area with limited research to date. Items borrowed from various scale sets presented in existing studies are combined to assess trust by encompassing both the dimensions of credibility and benevolence. Data were collected from 221 SMEs via a self-administered questionnaire completed either by the SME owner or senior manager with responsibility for relationship with their bank, providing 199 usable records. An Exploratory Factor Analysis (EFA) was used to determine the underlying data structure, with subsequent deployment of Cronbach's alpha as a post-hoc assessment of the internal reliability of the retained factors.The analysis presented suggests that the SMEs' perspective of the trust they have in their banks primarily encompasses credibility, supported by only a marginal presence of benevolence. In absolute terms, these SMEs declare a strongly positive level of credibilitybased trust towards their banks despite the financial crises that have plagued the Nigerian banking industry. The originality of this work lies in the investigation of a business-tobusiness relationship involving SMEs and banks from the perspective of the former in an under researched emerging economy setting.

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The role of communication and trust in explaining customer loyalty

Cited by 421 publications

References 65 publications

Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customers

Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customers

Achieving favourable customer outcomes through employee deviance

The SMEs’ perspective of trust in a B2B relationship

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