... a framework to guide organizations in the ethical use of AI within service encounters. It emphasizes the importance of aligning AI applications with ethical standards to preserve trust and legal compliance while highlighting AI's potential to enhance customer experiences without breaching ethical limits...

... and tests a novel research model that links the working relationships between human frontline staff and humanoid social robots (HSRs) to customers’ perceptions of realistic threat and trust, and, consequently, their intention to use service robots in retail stores. In addition, the paper tests...

... identity or not, previous studies find negative consumer reactions to chatbot disclosure. By considering the role of trust and service-related context factors, this study explores how negative effects of chatbot disclosure for customer retention can be prevented. Design/methodology/approach This paper...

...Natalia Araujo Pacheco; Cristiane Pizzutti; Kenny Basso; Yves Van Vaerenbergh Purpose The purpose of this paper is to examine when (i.e. after a shorter or longer length of time) organizations should offer an apology or a promise of non-recurrence of a failure to recover trust following a failed...

...Tracy Harwood; Tony Garry Purpose The characteristics of the Internet of Things (IoT) are such that traditional models of trust developed within interpersonal, organizational, virtual and information systems contexts may be inappropriate for use within an IoT context. The purpose of this paper...

... with service brands. It also confirms that social relationships in a service setting play a significant role in predicting brand trust and loyalty. The objectives of this paper are twofold. First, this research aims to develop and estimate a conceptual model of how different social aspects of consumption...

...Dahlia El-Manstrly Purpose – The purpose of this paper is to examine the moderator effects of switching costs, classified by type (relational, procedural, and financial) and direction (positive and negative), on the relationships between customer-perceived value, trust, and loyalty. Design...

.... These effects are mediated by readers’ perceived trust in the response. Word of mouth also requires more effort than favourable attitudes or patronage intentions. Research limitations/implications – This research reflects the authors’ choices with regard to review set balance and managerial responses...

... for a focal customer and their implications for two outcome variables: perceived justice and customer satisfaction. © Emerald Group Publishing Limited 2014 Satisfaction Customer satisfaction Trust Perceived justice Service encounters Preferential treatment Some service-marketing...

.... The purpose of this paper is to propose a model in which employee trust in the supervisor leads to more authentic emotional displays. Supervisors’ positive and negative affectivity constitute antecedents of this trust. Design/methodology/approach – To analyse the data, collected from supervisors...

...Sandra Maria Correia Loureiro; Francisco J. Miranda; Michael Breazeale Purpose – The aim of this study is to determine whether the cumulative effects of satisfaction, trust, and perceived value may, under certain conditions, provide more explanatory power for customer loyalty intentions than...

...Michael Obal; Werner Kunz Purpose Building trust is crucial for e‐service providers looking to develop long‐term customer relationships. But consumers from dissimilar demographic groups behave differently. Therefore, the aim of this study is to investigate the question, how do consumers from...

... and identify conditions under which this effect might be reversed. Credibility Green marketing Greenwashing Sustainability Trust Marketing Services I disapprove of [big companies] having such power because I just think that big companies […] do whatever they want […] maybe take away...

...Paolo Guenzi; Michael D. Johnson; Sandro Castaldo Purpose The purpose of this paper is to develop and test a comprehensive model of customer trust in a retail service setting. Three levels of the customer‐to‐store relationship are simultaneously taken into account: customer to sales associates...

...Sylvie Llosa; Chiara Orsingher; Gilles N'Goala Purpose This research attempts to understand why – or why not – customers resist switching service providers when a critical incident occurs. The paper examines how service relationship perceptions, such as perceived equity, trust (perceived...

.... This inclusion also improved the theoretical foundation of loyalty formation in an internet‐connected service world. Portals Trust Assets management Loyalty schemes Internet portals are gaining popularity as a way to give users ready access to information they need, at the time that they need...

... four meanings to the word “confidence”: 1. “Feeling/belief that one can have faith in something” where faith is in turn defined as “trust/strong belief”. 2. “State of feeling certain about the truth of something”. 3. “Self assurance arising from appreciation of one's own capabilities...

...Chatura Ranaweera; Jaideep Prabhu Adopts a holistic approach that examines the combined effects of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. Argues that such an approach helps uncover hitherto neglected effects on retention...

...Donald J. Shemwell; J. Joseph Cronin; William R. Bullard Using primary care physicians, automobile mechanics and hairstylists as the analysed industries, highlights the importance of relationships in the marketing of services. Two key relationship variables, trust and affective commitment...

... purchasers and management consultants may be characterised as a long‐term interactive relationship. Both the buyer and the consultant(s) should contribute at different stages in the process. Mutual trust is a key factor for success. © MCB UP Limited 1990 Management consultants Purchasing Service...