Trust in industrial service relationships: behavioral consequences, antecedents and the moderating effect of the duration of the relationship
By S. Gounaris, K. Venetis. 2002
202 citations recorded by the source corpus.
Subfields: Organizational Behavior and Human Resource Management, Social Psychology, Strategy and Management
View Paper: https://www.semanticscholar.org/paper/8b28f45ce6ef009cf013cc9547deec080dffd6d4
How researchers see this paper
The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.
In Organizational Behavior and Human Resource Management
- Rujirutana Mandhachitara
- Hailian Qiu
- Boyang Shu
- Yaowalak Poolthong
- Heejung Ro
- Yeajin Jang
- Minglong Li
- Billy Bai
In Social Psychology
- Rujirutana Mandhachitara
- Hailian Qiu
- Boyang Shu
- Yaowalak Poolthong
- Heejung Ro
- Minglong Li
- Billy Bai
- Gerrard Macintosh
In Strategy and Management
- Rujirutana Mandhachitara
- Hailian Qiu
- Boyang Shu
- Yaowalak Poolthong
- Heejung Ro
- Yeajin Jang
- Minglong Li
- Billy Bai
Citations in the corpus
- Social Servicescape: The Impact of Social Factors on Restaurant Image and Behavioral Intentions (2015, background): “A number of studies have indicated that the friendship-like relationship between employees and customers improves service outcomes (Hartline & Farrell, 1996; Keng, Huang, Zheng, & Hsu, 2007) and repurchase intentions (Gounaris & Venetis, 2002; Nicholson, Compeau, & Sethi, 2001).”
- Enhancing hospitality experience with service robots: the mediating role of rapport building (2019, background): “In a less mature relationship, rapport can lead to trust, which makes customers follow service procedures and rules and devote information and e ff ort to services (Gounaris & Venetis, 2002).”
- Customer expectations of CSR, perceived service quality and brand effect in Thai retail banking (2009, methodology): “This paper adopts an eight-item measurement scale that has been used in several studies (e.g. Chaudhuri and Holbrook, 2001; Delgado-Ballester and Munuera-Aleman, 2001; Gounaris and Venetis, 2002; Hess, 1995; Sirdeshmukh et al., 2002).”
- The role of rapport in professional services: antecedents and outcomes (2009, background): “However, in a study of industrial service relationships, Gournaris and Venetis (2002)”