Trust in industrial service relationships: behavioral consequences, antecedents and the moderating effect of the duration of the relationship

Spiros Gounaris, Karin Venetis

Research output: Contribution to journalArticle

84 Citations (Scopus)

Abstract

Building on previous studies which suggested that trust is a critical factor in facilitating exchange relationships, the authors investigate with empirically derived data the role of service quality and customer bonding as antecedents of trust in relatively newer vis-à-vis a relatively mature relationship between the provider of business-to-business services and the client. The findings presented here show that the time element is critical to the effect that both service quality and successful customer bonding bear in trust development. Furthermore, the results of the study suggest that not all dimensions of the quality of the service offered by the provider contribute equally in the provider’s trustworthiness. Similarly, specific customer bonding techniques foster the extent to which the client trusts the service provider while others do not have an impact on the trustworthiness of the provider.
LanguageEnglish
Pages636-655
JournalJournal of Services Marketing
Volume16
Issue number7
DOIs
Publication statusPublished - 2002

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Service relationships
Industrial services
Moderating effect
Trustworthiness
Service quality
Business-to-business services
Exchange relationships
Quality of service
Service provider
Critical factors

Keywords

  • trust
  • industrial service relationships
  • behavioral consequences
  • antecedents
  • moderating effect
  • relationship
  • empirical study
  • service quality
  • relationship marketing

Cite this

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abstract = "Building on previous studies which suggested that trust is a critical factor in facilitating exchange relationships, the authors investigate with empirically derived data the role of service quality and customer bonding as antecedents of trust in relatively newer vis-{\`a}-vis a relatively mature relationship between the provider of business-to-business services and the client. The findings presented here show that the time element is critical to the effect that both service quality and successful customer bonding bear in trust development. Furthermore, the results of the study suggest that not all dimensions of the quality of the service offered by the provider contribute equally in the provider’s trustworthiness. Similarly, specific customer bonding techniques foster the extent to which the client trusts the service provider while others do not have an impact on the trustworthiness of the provider.",
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AB - Building on previous studies which suggested that trust is a critical factor in facilitating exchange relationships, the authors investigate with empirically derived data the role of service quality and customer bonding as antecedents of trust in relatively newer vis-à-vis a relatively mature relationship between the provider of business-to-business services and the client. The findings presented here show that the time element is critical to the effect that both service quality and successful customer bonding bear in trust development. Furthermore, the results of the study suggest that not all dimensions of the quality of the service offered by the provider contribute equally in the provider’s trustworthiness. Similarly, specific customer bonding techniques foster the extent to which the client trusts the service provider while others do not have an impact on the trustworthiness of the provider.

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