Trust during retail encounters: A touchy proposition

Orth, Ulrich R.; Bouzdine‐Chameeva, Tatiana; Brand, Kathrin

doi:10.1016/j.jretai.2013.02.002

Cited by 57 publications

(33 citation statements)

References 77 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Perhaps, this reflects that employee physical attractiveness may invoke immediate favourable responses but is superficial in that it does not have the level of strength necessitated to engender trust. This discrepancy best illustrates that beyond the likeability factor, which comes from being attractive, consumer trust requires being perceived as proficient, honest, dependable, and service-oriented (Orth, Bouzdine-Chameeva, & Brand, 2013).…”

Section: Discussionmentioning

confidence: 99%

The role of employee attractiveness and positive emotion in upscale restaurants

Jin

Merkebu

2014

Anatolia

View full text Add to dashboard Cite

This study explored the role of gratitude, employees' physical attractiveness, employees' displayed positive emotion, favourable reciprocal behaviour, commitment in the upscale restaurant segment. Structural equation modelling yielded good fit for the comprehensive model. Results of 398 surveys revealed significant positive correlations between employee physical attractiveness, customer gratitude, and favourable reciprocal behaviours. Congruently, employees' displayed positive emotion was found to significantly activate customer trust and gratitude. This study provides theoretical and practical strategies for generating customer gratitude, employees' physical attractiveness, and employees' display of positive emotions.

show abstract

Section: Discussionmentioning

confidence: 99%

The role of employee attractiveness and positive emotion in upscale restaurants

Jin

Merkebu

2014

Anatolia

View full text Add to dashboard Cite

show abstract

“…However, initiation of touch is also very relevant to marketers in that both salesperson and customer's comfort with initiating touch may influence a retail experience and ultimately sales. A customer may touch a salesperson as a way to seek deals (Orth et al, 2013) or touch a fellow customer as a way to navigate a crowded store or get a better position in a long line. A touchy salesperson may actually drive customers away, which may affect how, when, and where customers shop.…”

Section: Theoretical Foundation Of Interpersonal Touchmentioning

confidence: 99%

“…Interpersonal touch has been frequently touted for its ability to evoke positive responses including greater restaurant tipping (Crusco & Wetzel, 1984; Hornik, 1992; Stephen & Zweigenhaft, 1986), trying a sample in store (Hornik, 1992), buying a new product (Hornik, 1992), participating in a mall‐intercept interview (Hornik & Ellis, 1988), or getting a deal from a salesperson (Orth, Bouzdine‐Chameeva, & Brand, 2013). As seen in the opening vignette, for some individuals, touch might cause aversive reactions while for others, touch may be a natural part of interaction.…”

Section: Introductionmentioning

confidence: 99%

Individual differences in interpersonal touch: On the development, validation, and use of the “comfort with interpersonal touch” (CIT) scale

Webb

Peck

2014

J Consum Psychol

View full text Add to dashboard Cite

This research details the development of the "comfort with interpersonal touch" (CIT) scale designed to measure individual differences in interpersonal touch tendencies and preferences. The CIT construct is defined as the degree to which an individual is comfortable with intentional interpersonal touch from or to another person. The scale incorporates the distinction between initiating touch, which is the act of touching someone else, and receiving touch, which is the act of being touched by someone else. Investigation of this construct includes scale development, measure purification, and validation. We situate CIT-initiating and CIT-receiving within an approach-avoidance framework and demonstrate that comfort with initiating touch is more related to approach tendencies such as assertiveness while comfort with receiving touch is more related to avoidant tendencies such as avoiding crowded spaces. While previous research generally finds positive effects of interpersonal touch, we find that these effects, at least in part, depend on an individual's comfort with interpersonal touch. We discuss theoretical and managerial implications as well as future research opportunities using the CIT scale.

show abstract

“…A látens változók magas belső konzisztenciával rendelkeznek (autotelikus Cronbach α: 0,928; funkcionális Cronbach α: 0,827). A Composite Reliability értékek (autotelikus: 0,929, funkcionális: 0,844) szintén elérik a szakirodalomban javasolt 0,8-0,9 kritériumot (Nunnally -Bernstein, 1994). A skála konvergenciaérvényességét az indikátorok faktorsúlyai és az AVE (Average Variance Extracted) mutató alapján vizsgáltam.…”

Section: Kutatási Eredményekunclassified

A tapintás iránti preferencia mediáló hatása a fogyasztó neme, a termék típusa és a csatornaválasztás kapcsolatában

Agárdi¹

2019

Veztud

View full text Add to dashboard Cite

Trust during retail encounters: A touchy proposition

Cited by 57 publications

References 77 publications

The role of employee attractiveness and positive emotion in upscale restaurants

The role of employee attractiveness and positive emotion in upscale restaurants

Individual differences in interpersonal touch: On the development, validation, and use of the “comfort with interpersonal touch” (CIT) scale

A tapintás iránti preferencia mediáló hatása a fogyasztó neme, a termék típusa és a csatornaválasztás kapcsolatában

Contact Info

Product

Resources

About