Agency and trust mechanisms in consumer satisfaction and loyalty judgments

By Jagdip Singh, Deepak Sirdeshmukh. 2000

1,821 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/43e9b6ad0819959aece6058a010a24ee512489d2

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Employee behaviour and relationship quality: impact on customers (2008, background): “A positive relationship has also been reported between satisfaction and commitment (Oliver, 1999; Singh and Sirdeshmukh, 2000; Szymanski and Henard, 2001).”
Interpreting Dimensions of Consumer Trust in E-Commerce (2003, background): “’s [47] conception of trust has been well received by many authors (see Singh and Sirdeshmukh [55]), there are others who have argued that this definition is too abstract to be useful for conceptual or empirical work [11] and called for specifying the domain and connotative meaning of the trust cons”
An interpretive examination of the development of cultural sensitivity in international business (2008, background): “Other researchers suggest that competence and benevolence are dimensions of trust crucial in the context of relational exchanges ( Singh & Sirdeshmukh, 2000; Sirdeshmukh, Singh, & Sabol, 2002).”
Effective communication styles for the customer-oriented service employee: Inducing dedicational behaviors in luxury restaurant patrons (2012, neutral): “Developing and managing customer relationships are critical components in the success of service marketing (Jamal and Adelowore, 2008; Singh and Sirdeshmukh, 2000), and positive interactions with customer oriented service employees help to create long-term customer relationships (Webster and…”
The Importance of Quality, Satisfaction, Trust, and Image in Relation to Rural Tourist Loyalty (2008, result): “The influence of trust on consumer loyalty has been suggested in previous research (e.g., Chiou, 2004; Fam, Foscht, & Collins, 2004; Garbarino & Johnson, 1999; Morgan & Hunt, 1994; Setó, 2003; Singh & Sirdeshmukh, 2000).”
(I'm) Happy to Help (You): The Impact of Personal Pronoun Use in Customer–Firm Interactions (2018, background): “…central to both interpersonal relationships (Ahearn 2001; Davis 1994) and customer–firm relationships (Parasuraman, Berry, and Zeithaml 1988, 1991; Singh and Sirdeshmukh 2000) are driven not only by actions but also by subtle variations in whether and how interactants—here, a speaker and…”
The effect of consumer confusion proneness on word of mouth, trust, and customer satisfaction (2010, background): “This is also partly because trust can also be understood as firms' intention to “hold consumers' interest ahead of their self-interest” ( Singh and Sirdeshmukh, 2000”
Online trust: a stakeholder perspective, concepts, implications, and future directions (2002, background): “Trust is multidimensional involving two distinct cognitions relating to provider competence and benevolence (Singh and Sirdeshmukh, 2000).”
Understanding and Mitigating Uncertainty in Online Exchange Relationships: A Principal-Agent Perspective (2007, positive): “Since the principal–agent perspective is a ubiquitous theory, it has been applied to many types of relationships, including buyer–seller exchange relationships (e.g., Bergen et al. 1992; Mishra et al. 1998; Singh and Sirdeshmukh 2000).”
Recommendation Agents for Electronic Commerce: Effects of Explanation Facilities on Trusting Beliefs (2007, background): “The agency relationship is characterized by information asymmetry and goal incongruence [8, 22, 43, 76].”
Corporate social responsibility as a determinant of consumer loyalty: An examination of ethical standard, satisfaction, and trust (2017, background): “Trust also has positive effects on consumer loyalty (Garbarino & Johnson, 1999; Singh & Sirdeshmukh, 2000).”