...-term trust, empathy and sustainability outcomes in digitalized service ecosystems. Design/methodology/approach An integrated mixed-method design was employed, combining qualitative inquiry, fuzzy Delphi expert validation and Bayesian structural equation modeling with data from 1,853 consumers...

...Yingzi Xu; I-Ling Ling Purpose This study applies the Affect Theory of Social Exchange (ATSE) to examine how symbolic service recovery strategies, specifically apologies and gratitude expressions, influence patient empathy, forgiveness, and trust. It addresses the challenge of rebuilding trust...

... and decisions, and satisfaction with the professional service provider once the commercial transaction is concluded. Design/methodology/approach Drawing on the integrated trust-technology acceptance model, modified to include two additional variables to take into account of the specificities of the context...

...Ying-Hueih Chen; Jyh-Jeng Wu; Shu-Hua Chien Purpose – The purpose of this paper is to incorporate social exchange theory to elaborate on the antecedents that underlie consumers’ trust of innovative financial product providers. In particular, this study investigates the mediating role of positive...

... AMOS 22. Findings – EP positively affects pharmacy customers’ perceived value (PV), trust and loyalty. PV and trust fully mediates the relationships between EP and customers’ attitudinal and behavioural loyalty. Unlike short-term customers, the long-term relational customers’ PV was found to have...

.... Findings – The findings show that information (or marketing communications) and past experience are the antecedents of perceived service quality (PSQ). PSQ is a second order construct and has three dimensions: academic, administrative and facilities. The consequences of PSQ include trust, satisfaction...

...Che-hui Lien; Jyh-Jeng Wu; Ying-Hueih Chen; Chang-Jhan Wang Purpose – The purpose of this paper is to examine the effect of service quality (interaction, physical environment, and outcome quality) on trust, to investigate the trust transfer in the healthcare industry, to explore the moderating...

...) and information credibility (IC) with customer PO, trust, and stickiness intention (SI). This study reviews research and concepts from various fields, including marketing, psychology, and information systems and derives six hypotheses. Data from online users are examined using LISREL 8.8. Findings The results...

... satisfaction, but also plays a role equivalent to service quality in determining customers’ trust and perceived value, which in turn lead to customer satisfaction. Research limitations/implications The impact of FAIRSERV on customer satisfaction should be emphasized. Future studies examining the impact...

...) fair than the same price reduction framed in percentage terms for high‐price product (low‐price product). The higher consumer perceptions of compensation fairness are, the more likely consumers are to have positive post‐recovery satisfaction and trust. Consequently, consumers who are satisfied...

... operationalization. To improve the retail relationship quality operationalization, this paper seeks to provide theoretical and empirical support that calculative and emotional commitment should be included as dimensions of relationship quality in addition to trust and satisfaction in the retail environment...

...Roland Kantsperger; Werner H. Kunz Purpose The concept of “trust” has gained considerable importance in the field of marketing during the last decades and is seen as a key mediator of customer relationship marketing. But upon a closer look at the literature, the construct “trust” is conceptualized...

...Chatura Ranaweera; Harvir Bansal; Gordon McDougall Purpose A main focus in recent online consumer research has been on context specific trust, risk, and online buying experience. Despite the importance, their individual level “equivalents” – trust disposition, risk aversion, and technology...

...Dina Ribbink; Allard C.R. van Riel; Veronica Liljander; Sandra Streukens In e‐commerce, loyal customers are considered extremely valuable. Loyalty is generally attributed to satisfaction with the quality of service. Since online transactions involve many uncertainties for the customer, trust...

...‐performing and the staff they employ underachieving. It is suggested that the way forward is for companies to manage their relationships more effectively with both groups and to break the vicious cycle of decline. © MCB UP Limited 1998 Loyalty Management attitudes Motivation Trust Who...