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.

摘要

研究表明服务行业受益于客户信任，包括对承诺，忠诚度，销售效率以及协作，合作和成功的交换关系的积极影响。然而，尽管客户信任具有相关性，但我们对其影响和有效管理的理解仍存在差距。在考虑信任的理论基础的基础上，本理论综述文章重点介绍了关键的信任理论，综合了服务行业和有关信任，其级别，发展，违反和修复的管理文献。以此为依据，为学者们提供有关未来研究的建议，并为服务公司及其代表提供有关增强客户信任的建议。