publication . Other literature type . Article . 2009

A comprehensive model of customer trust in two retail stores

Paolo Guenzi; Michael D. Johnson; Sandro Castaldo;
Open Access
  • Published: 19 Jun 2009
  • Publisher: Emerald
Purpose – The purpose of this paper is to develop and test a comprehensive model of customer trust in a retail service setting. Three levels of the customer‐to‐store relationship are simultaneously taken into account: customer to sales associates, customer to store branded products, and customer to the store itself.Design/methodology/approach – Using partial least square (PLS) on a sample of 393 customers of an Italian supermarket retailer, a model linking customer trust (in the store, in store branded products and in sales associates) to overall perceived value and store loyalty intentions and behaviors is tested. Subsequently an expanded model to determine the...
free text keywords: Tourism, Leisure and Hospitality Management, Business, Management and Accounting (miscellaneous), Strategy and Management
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