A two-dimensional model of trust–value–loyalty in service relationships

Chai, Joe Choon Yean; Malhotra, Naresh K.; Alpert, Frank

doi:10.1016/j.jretconser.2015.05.005

Cited by 100 publications

(99 citation statements)

References 62 publications

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“…Finally, Chai et al (2015) found that customer behavioral intentions were a two-dimensional function of cognitive or affective trust and hedonic or utilitarian value perceptions. In sum, the authors posited that the trust and value constructs were related to repurchase and advocacy intentions.…”

Section: Theory Extension Through Increased Contextual Meaningmentioning

confidence: 99%

Toward the development of hedonic-utilitarian measures of retail service

Bradley

LaFleur

2016

Journal of Retailing and Consumer Services

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Section: Theory Extension Through Increased Contextual Meaningmentioning

confidence: 99%

Toward the development of hedonic-utilitarian measures of retail service

Bradley

LaFleur

2016

Journal of Retailing and Consumer Services

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“…Trust is mostly defined as "the perceived credibility and benevolence of a target of trust" (Doney and Cannon, 1997, p. 36) and trust has been found to have a great impact on satisfaction and long-term orientation in business channel relationships (Geyskens et al, 1998). In general, the chain relationship between trust, buyers' perceived value and behavioural intention has been recognised (Chai et al, 2015). Within the neuroscientific, biological and psychological literature, trust has often been linked to approach-motivated behaviour, and the absence of trust with avoidance-motivated behaviour (Todorov, 2008;Bzdok et al, 2011;Chen and Bargh, 1999;Kosfeld et al, 2005).…”

Section: Variations In the Impact Of Social Cuesmentioning

confidence: 99%

The behavioural response of the professional buyer on social cues from the vendor and how to measure it

Zeeland¹,

Henseler²

2018

JBIM

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Purpose Vendors’ social cues – physical or behavioural hints – have an impact on the professional buyer. However, little is known about that impact. The purpose of this paper is to place knowledge about the impact of social cues that other disciplines acquired in the context of business-to-business (B2B) marketing to contribute constructively to the research agenda. Design/methodology/approach By integrating findings on the processing of social cues and the behavioural response from the disciplines of neuroscience, biology and psychology (specifically the behavioural inhibition system [BIS]/behavioural activation system [BAS]-theory), this paper aims to provide an interdisciplinary perspective on the automatic evaluation of vendors by professional buyers. Findings Social cues are likely to be of substantial value in the (first) encounter between buyer and seller. Positively evaluated social cues create an approach-motivated behavioural intention, whereas negatively evaluated ones create avoidance. This process is probably predominantly mediated by trust and moderated by personality and contextual factors. Research limitations/implications This paper stimulates research about the impact of social cues in a B2B context. While such knowledge would add practical value, this paper also explores possibilities for managers to use neuroscientific techniques to assess and train sales agents. Originality/value The impact of social cues is hardly covered in the B2B marketing literature, but they have an important impact on B2B decision-making. The conceptual framework combines the BIS/BAS theory (approach/avoidance) with the SOR-model (stimulus-organism-response), which is unique to the B2B marketing field.

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“…Sheth, et al [23] stated that there are five dimensions of perceived value including social, emotional, functional, epistemic and conditional values which are then reduced by Sweeney & Soutar [24] into four dimensions such as functional, social, emotional, and price. Meanwhile, Chai et al [25] proposed only two dimensions of perceived value namely utilitarian and hedonic values.…”

Section: Perceived Valuementioning

confidence: 99%

Success Factors in Creating Consumer Trust of Standardized Herbal Medicine in East Java, Indonesia

Suryadi¹,

Suryana²,

Komaladewi³

et al. 2018

IJET

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The development of Herbal Medicines in various countries of the World has been a discussion of researchers. Indonesia is one of the countries that uses and produces herbal medicine, which is believed to have enormous natural resources to support the development of this plant-based medicine. Consumer Trust becomes an interesting phenomenon to be examined more deeply, because the use of herbal medicine [traditional] is still less by modern medicine [chemical] when consumers buy for their own treatment. Several studies in various contexts show that Perceived Value has an impact on Consumer Trust. Nevertheless whether in the context of herbal medicine consumer perceptions of the value of herbal medicinal products will affect the trust of taking the herbal medicine. This study uses the design of Structural Equational Modeling analysis, and involving 357 respondents. In this article was revealed the influence of dimensions of Perceived Value to Consumer Trust of Herbal Medicines with Emotional Value, Functional Value, and Price Value Significantly Positive effect Consumer Trust, only one dimension has no significant effect that is Social Value.

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A two-dimensional model of trust–value–loyalty in service relationships

Cited by 100 publications

References 62 publications

Toward the development of hedonic-utilitarian measures of retail service

Toward the development of hedonic-utilitarian measures of retail service

The behavioural response of the professional buyer on social cues from the vendor and how to measure it

Success Factors in Creating Consumer Trust of Standardized Herbal Medicine in East Java, Indonesia

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