IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v40y2020i15-16p1031-1063.html
   My bibliography  Save this article

Trust theory and customer services research: theoretical review and synthesis

Author

Listed:
  • Neve Isaeva
  • Kira Gruenewald
  • Mark N. K. Saunders

Abstract

Research has revealed service industries’ benefits from customer trust including positive effects on commitment, loyalty, sales effectiveness, and collaborative, cooperative, and successful exchange relationships. Yet, despite the relevance of customer trust, gaps remain in our understanding regarding its implications and effective management. Commencing with a consideration of the theoretical foundations of trust, this theoretical review paper highlights the key trust theories synthesising service industries and management literatures on trust, its levels, development, violations, and repair. Drawing on this, recommendations are offered for scholars regarding future research as well as for service firms and their representatives regarding enabling customer trust.

Suggested Citation

  • Neve Isaeva & Kira Gruenewald & Mark N. K. Saunders, 2020. "Trust theory and customer services research: theoretical review and synthesis," The Service Industries Journal, Taylor & Francis Journals, vol. 40(15-16), pages 1031-1063, December.
    • Handle: RePEc:taf:servic:v:40:y:2020:i:15-16:p:1031-1063
    DOI: 10.1080/02642069.2020.1779225
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069.2020.1779225
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642069.2020.1779225?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Koroma, Jonathan & Rongting, Zhou & Muhideen, Sayibu & Akintunde, Tosin Yinka & Amosun, Tunde Simeon & Dauda, Sahr James & Sawaneh, Ibrahim Abdulai, 2022. "Assessing citizens' behavior towards blockchain cryptocurrency adoption in the Mano River Union States: Mediation, moderation role of trust and ethical issues," Technology in Society, Elsevier, vol. 68(C).
    2. Songhong Chen & Jian Ming Luo, 2023. "Understand Delegates Risk Attitudes and Behaviour: The Moderating Effect of Trust in COVID-19 Vaccination," IJERPH, MDPI, vol. 20(5), pages 1-18, February.
    3. Xiyu Zhang & Min-Yen Chang & Mengqi Rong & Han-Shen Chen, 2023. "Navigating the Post-Pandemic Era: The Mediating Role of Relationship Quality and Perceived Value on Cruise Passengers’ E-WOM in Taiwan," Sustainability, MDPI, vol. 15(19), pages 1-22, October.
    4. Yue-Ming Guo & Wai-Ling Ng & Fei Hao & Chen Zhang & Shu-Xu Liu & Adil Masud Aman, 2023. "Trust in Virtual Interaction: The Role of Avatars in Sustainable Customer Relationships," Sustainability, MDPI, vol. 15(18), pages 1-17, September.
    5. Kun Liang & Jun He & Peng Wu, 2022. "Trust Evaluation Method of E-Commerce Enterprises with High-Involvement Experience Products," Sustainability, MDPI, vol. 14(23), pages 1-19, November.
    6. Yuen, Kum Fai & Bin Saidi, Muhammad Syukri & Bai, Xiwen & Wang, Xueqin, 2021. "Cruise transport service usage post COVID-19: The health belief model application," Transport Policy, Elsevier, vol. 111(C), pages 185-196.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:40:y:2020:i:15-16:p:1031-1063. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.