A comprehensive model of customer trust in two retail stores
Abstract
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...
Paper Details
Title
A comprehensive model of customer trust in two retail stores
Published Date
Jun 19, 2009
Volume
20
Issue
3
Pages
290 - 316
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