Perceived Service Quality and Customer Trust

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Access-Based Services as Substitutes for Material Possessions: The Role of Psychological Ownership (2020, background): “Moreover, managers would be well advised to educate customers and build more intimate relationships with them, to elicit service psychological ownership (Eisingerich and Bell 2008).”
How perceptions of intelligence and anthropomorphism affect adoption of personal intelligent agents (2020, background): “Customers seek effective relationships with organizations and service quality inspires confidence in them and provides the necessary insights into the character of the organization during first interactions, especially in the absence of other information (Eisingerich and Bell, 2007).”
Customer and Employee Incivility and Its Causal Effects in the Hospitality Industry (2017, background): “Previous research has highlighted the importance of customer education (Bowers & Martin, 2007; Eisingerich & Bell 2008).”
Customer experiences in the age of artificial intelligence (2020, background): “Previous studies acknowledge that technical and functional service quality affect the way customers evaluate brands (Chiou & Droge, 2006; Eisingerich & Bell, 2008).”