Cognitive and affective trust in service relationships

By Devon S. Johnson, K. Grayson. 2005

1,431 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Social Psychology

View Paper: https://www.semanticscholar.org/paper/85f0d89199f818db4eb77b504741a4b852db17f3

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In Marketing

In Organizational Behavior and Human Resource Management

In Social Psychology

Citations in the corpus

Knowledge Adaptation: Teaching to Adapt (2017, background): “to make a financial investment and gradually learn whose expertise to trust (Johnson and Grayson, 2005).”
Employer brand trust and affect: linking brand personality to employer brand attractiveness (2014, background): “components ( Johnson and Grayson, 2005; Kenning, 2008), we argue that employer”
The Role of Identity Salience in the Effects of Corporate Social Responsibility on Consumer Behavior (2009, background): “Relationship marketing efforts are continuously implemented by financial services providers in markets around the world (Johnson and Grayson, 2005), and they undertake great efforts concerning CSR initiatives (Ogrizek, 2002).”
Task-Dependent Algorithm Aversion (2019, background): “Trust involves both cognitive and affective dimensions (Johnson and Grayson 2005).”
The impact of online reviews on hotel booking intentions and perception of trust. (2011, background): “Consumer satisfaction in previous interactions with frontline service staff influences cognitive trust, which is consumer confidence or willingness to trust the service provider in the future (Johnson and Grayson, 2005).”
The effects of the perceived external prestige of the organization on employee deviant workplace behavior: The mediating role of job satisfaction (2016, background): “An organization’s reputation affects customers’ product choice, attitudes toward the firm’s products and services and confidence (Brown, 1995; Johnson and Grayson, 2005).”
The impact of online store environment cues on purchase intention: Trust and perceived risk as a mediator (2008, background): “Cognitive OIR 32,6 822 trust is also defined as customers’ confidence or willingness to rely on a trustee’s competence and reliability (Johnson and Grayson, 2005), while affective trust is based on the trustee’s benevolence (Riegelsberger et al., 2003).”
Trust in Supervisors and Trust in Customers: Their Independent, Relative, and Joint Effects on Employee Performance and Creativity (2009, background): “As commercial relations are typically governed more by informal agreements due to regular physical contact and the friendships that form ( Johnson & Grayson, 2005 ; Price & Arnould, 1999 ), relationships with customers based on trust should also foster psychological safety ( Edmondson, 2004 ; Kahn”