A summary of prior studies investigating the TVLM
| Study | Study context | Antecedents of trust studied | Trust conceptualization | Main findings |
|---|---|---|---|---|
| Singh and Sirdeshmukh (2000) | Conceptual paper | Satisfaction, price premiums, price fairness | – | The authors propose a dynamic relationship between trust and satisfaction, where consumers' encounter-specific satisfaction updates their trust beliefs of benevolence and competence in the service brand |
| Sirdeshmukh et al. (2002) | Airline, apparel retailer | Problem-solving orientation, operational benevolence and competence of frontline employees, and management policies and practices | Multidimensional | The authors demonstrate that trust and value mediate the effects of trusting perceptions and show that negative trusting perceptions exhibit stronger effects on trust than positive ones |
| Nijssen et al. (2003) | Airline, apparel retailer | Satisfaction and consumer dispositions toward firms in terms of valence and marketplace efficacy | Unidimensional | The authors demonstrate that both consumer disposition and satisfaction affect the TVLM constructs and find the moderating effects of consumer dispositions in the trust–value chain |
| Agustin and Singh (2005) | Airline, apparel retailer | Satisfaction | Unidimensional | The authors find that trust and value partially mediate the effects of satisfaction on loyalty. They also show that satisfaction and value have a decreasing rate of return, while trust exhibits an increasing rate of return in terms of predicting loyalty |
| Nijssen and Van Herk (2009) | Cross-national relational exchanges (Dutch–German), bank customers | Satisfaction | Unidimensional | The authors find strong support for the TVLM model, but find no moderating effects of tax benefits or consumer ethnocentrism. They find only partial support for the moderating effects of consumer beliefs about a foreign industry |
| Singh et al. (2011) | Insurance industry in three countries (Germany, The Netherlands, and The US) | Satisfaction, CLIMA – shared and socially constructed mental model for the social structure of marketplace exchanges | Unidimensional | The authors find that CLIMA has direct effects on trust, satisfaction, and value; it also moderates their effects on customer loyalty |
| Marinova and Singh (2014) | A zoological society in the US | Identity salience, perceived benefits, perceived costs | Unidimensional | The authors find that neither trust nor value affect membership renewal decisions; only trust predicts a membership upgrade decision |
| Chai et al. (2015) | Banking industry in New Zealand | – | Multidimensional | The authors propose two-dimensional conceptualizations of trust (cognitive and emotional), perceived value (utilitarian ad hedonic), and loyalty (repurchase and advocacy intentions) |
| El-Manstrly (2016) | Hairdressers and fast-food restaurants in Scotland | – | Unidimensional | The author finds that only procedural and financial switching costs moderate the direct relationships of the TVLM, such that the effects of trust and value on loyalty become more important as the switching costs increase |
| Molinillo et al. (2017) | Online apparel retail in Spain | Satisfaction, affective experiential state | Unidimensional | The authors conclude that both satisfaction and affective experiential state positively affect trust, which further carries their effects to value and loyalty |
| This study | Airline, apparel retail, insurance, hotel, and telecom in the US | Satisfaction, occupational and industry stereotypes | Multidimensional | We find that occupational stereotypes predict the trusting of frontline employees, while industry stereotypes predict the trusting of management policies and practices. However, only industry stereotypes exhibit a significant indirect effect on loyalty |
| Study | Study context | Antecedents of trust studied | Trust conceptualization | Main findings |
|---|---|---|---|---|
| Conceptual paper | Satisfaction, price premiums, price fairness | – | The authors propose a dynamic relationship between trust and satisfaction, where consumers' encounter-specific satisfaction updates their trust beliefs of benevolence and competence in the service brand | |
| Airline, apparel retailer | Problem-solving orientation, operational benevolence and competence of frontline employees, and management policies and practices | Multidimensional | The authors demonstrate that trust and value mediate the effects of trusting perceptions and show that negative trusting perceptions exhibit stronger effects on trust than positive ones | |
| Airline, apparel retailer | Satisfaction and consumer dispositions toward firms in terms of valence and marketplace efficacy | Unidimensional | The authors demonstrate that both consumer disposition and satisfaction affect the TVLM constructs and find the moderating effects of consumer dispositions in the trust–value chain | |
| Airline, apparel retailer | Satisfaction | Unidimensional | The authors find that trust and value partially mediate the effects of satisfaction on loyalty. They also show that satisfaction and value have a decreasing rate of return, while trust exhibits an increasing rate of return in terms of predicting loyalty | |
| Cross-national relational exchanges (Dutch–German), bank customers | Satisfaction | Unidimensional | The authors find strong support for the TVLM model, but find no moderating effects of tax benefits or consumer ethnocentrism. They find only partial support for the moderating effects of consumer beliefs about a foreign industry | |
| Insurance industry in three countries (Germany, The Netherlands, and The US) | Satisfaction, CLIMA – shared and socially constructed mental model for the social structure of marketplace exchanges | Unidimensional | The authors find that CLIMA has direct effects on trust, satisfaction, and value; it also moderates their effects on customer loyalty | |
| A zoological society in the US | Identity salience, perceived benefits, perceived costs | Unidimensional | The authors find that neither trust nor value affect membership renewal decisions; only trust predicts a membership upgrade decision | |
| Banking industry in New Zealand | – | Multidimensional | The authors propose two-dimensional conceptualizations of trust (cognitive and emotional), perceived value (utilitarian ad hedonic), and loyalty (repurchase and advocacy intentions) | |
| Hairdressers and fast-food restaurants in Scotland | – | Unidimensional | The author finds that only procedural and financial switching costs moderate the direct relationships of the TVLM, such that the effects of trust and value on loyalty become more important as the switching costs increase | |
| Online apparel retail in Spain | Satisfaction, affective experiential state | Unidimensional | The authors conclude that both satisfaction and affective experiential state positively affect trust, which further carries their effects to value and loyalty | |
| This study | Airline, apparel retail, insurance, hotel, and telecom in the US | Satisfaction, occupational and industry stereotypes | Multidimensional | We find that occupational stereotypes predict the trusting of frontline employees, while industry stereotypes predict the trusting of management policies and practices. However, only industry stereotypes exhibit a significant indirect effect on loyalty |