Skip to main content
SpringerLink
Log in

The three Dimensions of Trust in Buyer-seller Relationships in a Service Environment — Preliminary Findings of an Empirical Investigation

  • Chapter
Applied Marketing

Abstract

Over the last decades marketing theory and practice developed a plethora of attempts to describe relevant factors, underlying correlations and complex constructs, explaining the relationship between buyer and seller.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 89.00
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 119.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info
Hardcover Book
USD 169.00
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  • Barlow RG (1992) Relationship-Marketing. The ultimate in Customer Services. Retail Control 3:29–37

    Google Scholar 

  • Bateson JE (1991) Understanding Services Consumer Behavior. In: Congram CA (ed) The AMA handbook of marketing for the service industries. New York

    Google Scholar 

  • Beckett A, Hewer P, Howcroft B (2000) An exposition of consumer behaviour in the financial services industry. International Journal of Bank Marketing 1: 15–26

    Article  Google Scholar 

  • Bendapudi N, Berry LL (1997) Customers’ Motivations for Maintaining Relationships with Service Providers. Journal of Retailing 1: 7–14

    Google Scholar 

  • Berry LL (1982) Relationship Marketing. In: Berry LL, Shostack GL, Upah GD (eds) Emerging Perspectives on Services Marketing, Chicago, 25–28

    Google Scholar 

  • Berry LL, Kantak DM (1990b) Personal Selling in the US Banking Industry: 1983 and 1988. Service Industries Journal 1: 5–24

    Article  Google Scholar 

  • Berry LL, Parasuraman A (1991) Marketing Services. New York

    Google Scholar 

  • Berry LL, Parasuraman A (1993) Building a New Academic Field. Journal of Retailing 1: 13–59

    Article  Google Scholar 

  • Bettencourt LA, Brown SW (1997) Contact Employees. Relationships Among Workplace Fairness. Journal of Retailing 1: 39–61

    Article  Google Scholar 

  • Bitner MJ (1995) Building Service Relationships. It’s All About Promises. Journal of the Academy of Marketing Science 4: 246–251

    Article  Google Scholar 

  • Brickau R, Huth S (1999) Buch 5, Marketinginstrumente. In: PC — Marketingvertriebspraxis (CD-Rom). Münster

    Google Scholar 

  • Butler JK (1991) Towards Understanding and Measuring Conditions of Trust. Journal of Management 3: 643–663

    Article  Google Scholar 

  • Crosby LA, Evans KR, Cowles D (1990) Relationship Quality in Services Selling. Journal of Marketing 7: 68–80

    Article  Google Scholar 

  • De Ferrer RJ (1986) A case for European Management. International Management Development Review 2: 275–281

    Google Scholar 

  • Doney PM, Cannon J P (1997) An Examination of the Nature of Trust in Buyer-Seller Relationships. Journal of Marketing 4: 31–51

    Google Scholar 

  • Doyle SX, Roth GT (1992) Selling and Sales Management in Action. Journal of Personal Selling and Sales Management 1: 59–64

    Google Scholar 

  • Dwyer FR, Schnurr PH, Oh S (1987) Developing Buyer-Seller Relationships. Journal of Marketing 4: 11–27

    Article  Google Scholar 

  • Ganesan S (1994) Determinants of Long. Term Orientation in Buyer-Seller Relationships. Journal of Marketing 4: 1–19

    Article  Google Scholar 

  • Greenblatt K (1987) Do you Want to make More Money? Life Association News 11:48–54

    Google Scholar 

  • Gronroos C (1990a) Marketing redefined. Management Decision 8: 5–9

    Google Scholar 

  • Harris RB (1993a) Relationship-Marketing. Journal of Marketing 1: 10–25

    Google Scholar 

  • Jackson BB (1985) Build customer relationships that last. Harvard Business Review 6: 120–128

    Google Scholar 

  • Jacoby J, Syzbillo GJ et al. (1977) Information acquisition behavior in brand choice situations. Journal of Consumer Research 4: 209ff

    Article  Google Scholar 

  • Jap SD (2001) Perspectives on joint competitive advantages in buyer-supplier relationships. International Journal of Research in Marketing 1-2: 19–35

    Article  Google Scholar 

  • Kotler P (1992) Marketing’s new Paradigm. Planning Review 5: 50–52

    Article  Google Scholar 

  • Krapfel R jr, Salmond D, Spekman R (1991) A Strategic Approach to Managing Buyer-Seller Relationships. European Journal of Marketing 9: 22–37

    Article  Google Scholar 

  • Levitt T (1967) Communications in Industrial Selling. Journal of Marketing 4: 15–21

    Article  Google Scholar 

  • Lewis DJ, Weigert A (1985) Trust as a Social Reality. Social Forces 4: 967–985

    Google Scholar 

  • Lindskold S (1978) Trust Development, the GRIT Proposal and the Effects of Conciliatory Acts on Conflict and Cooperation. Psycological Bulletin 4: 772–793

    Article  Google Scholar 

  • Macintosh G, Locksin L (1997) Retail Relationships and Store Loyalty. International Journal of Research in Marketing 14: 487–497

    Article  Google Scholar 

  • Martenson R (1985) Consumer Choice Criteria in Retail Bank Selection. International Journal of Bank Marketing 2: 64–74

    Article  Google Scholar 

  • McKenna R (1992a) Relationship Marketing. Small Business Reports 5: 68–71

    Google Scholar 

  • Meffert H (1994) Marktorientierte Führung von Dienstleistungsunternehmen. Die Betriebswirtschaft 54: 519–541

    Google Scholar 

  • Moorman C, Deshpandé R, Zaltman G (1993) Factors Affecting Trust in Market Research Relationships. Journal of Marketing 1: 81–101

    Article  Google Scholar 

  • Morgan R M, Hunt SD (1994a) The Commitment. Trust. Jo Marketing 7: 20–38

    Google Scholar 

  • Murray KB (1991) A test of services Marketing Theory. Jo Marketing 4: 1–19

    Google Scholar 

  • Plank RE, Reid DA, Pullins EB (1999) Perceived trust in business-to-business sales. Journal of Personal Selling and Sales Management 3:61–71

    Google Scholar 

  • Reichheld FF (1993) Loyalty-Based Management. HBR 2: 64–73

    Google Scholar 

  • Reichheld FF, Sasser WE (1990) Zero Definitions. HBR 5: 105–111

    Google Scholar 

  • Richard L, Perrien J (1999) Explaining and Evaluating the Implementation of Organizational Relationship Marketing in the Banking Industry. Clients Perception. Journal of Business Research 2: 199–209

    Article  Google Scholar 

  • Robin DP (1995) A comment exchange, perceptions of value, and relationship marketing. Applying the basics to the future. Journal of Marketing 3: 38–40

    Google Scholar 

  • Rotter JB (1967) A new scale for the measurement of interpersonal trust. Journal of Personality 4: 651–665

    Article  Google Scholar 

  • Schlenker BR, Helm R, Tedeschi JT (1973) The Effects of Personality and Situational Variables of Behavioural Trust. Journal of Personality and Social Psychology 3: 419–427

    Article  Google Scholar 

  • Schurr PH, Ozanne JL (1985) Influences on Exchange Processes. Journal of Consumer Research 4: 939–953

    Article  Google Scholar 

  • Shani D, Chalasani S (1992) Exploiting niches using Relationship Marketing. Journal of Services Marketing 4: 43–52

    Article  Google Scholar 

  • Shapiro DL, Sheppard BH, Cheraskin L (1992) Business on a Handshake. Negotiation Journal 10: 365–377

    Article  Google Scholar 

  • Spiro RL, Perrault WD jr, Reynolds FD (1977) The Personal Selling Process. A Critical Review and Model. Industrial Marketing Management 5: 351–364

    Article  Google Scholar 

  • Stone M, Lowrie R (1996) Relationship marketing in consumer banking. Journal of Financial Services Marketing 2: 187–199

    Google Scholar 

  • Sullivan J, Peterson RB, Kameda N, Shimada J (1981) The Relationship Between Conflict Resolution Approaches and Trust. Academy of Management Journal 4: 803–815

    Article  Google Scholar 

  • Sullivan J, Peterson RB (1982) Factors Associated with Trust in Japanese-American Joint Ventures. Management International Review 22: 30–40

    Google Scholar 

  • Swan JE, Trawick IF, Silva DW (1985a) How Industrial Salespeople Gain Customer Trust. Industrial Marketing Management 14: 203–211

    Article  Google Scholar 

  • Swan JE, Nolan JJ (1985b) Gaining Customer Trust. A Conceptual Guide for the Salesperson. Journal of Personal Selling and Sales Management 2: 39–48

    Google Scholar 

  • Swan JE, Trawick FI, Roberts JJ (1988) Measuring Dimensions of Purchasing Trust of Industrial Salespeople. Journal of Personal Selling and Sales management 1:1–9

    Google Scholar 

  • Swan JE, Bowers MR, Richardson LD (1999) Customer Trust in the Salesperson. Journal of Business Research 44: 93–107

    Article  Google Scholar 

  • Taylor JL, Woodside AG (1977) Consumer purchase intentions and perceptions of product quality and national advertising. Journal of Advertising 1:48ff

    Google Scholar 

  • Webster C (1988) The Importance Consumers Place On Professional Services. The Journal of Services Marketing 1: 59–70

    Article  Google Scholar 

  • Winkelmann M et al (1993) Up close and personal. Jo Business Strategy 4: 22–31

    Google Scholar 

  • Williamson OE (1985) Calculativenes. Journal of Law and Eonomics 4: 453–486

    Google Scholar 

  • Young LC, Wilkinson IF (1989) The Role of Trust and Co-operation in Marketing Channels. A Preliminary Study. European Journal of Marketing 2: 109–122

    Article  Google Scholar 

Download references

Authors
  1. Ralf Brickau
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Sven Huth
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Wolfgang Tysiak
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Ian Chaston
    View author publications

    You can also search for this author in PubMed Google Scholar

Editor information

Editors and Affiliations

  1. FB Wirtschaft, FH Dortmund, Emil-Figge-Straße 44, 44047, Dortmund

    Uwe Kamenz

Rights and permissions

Reprints and permissions

Copyright information

© 2003 Springer-Verlag Berlin Heidelberg

About this chapter

Cite this chapter

Brickau, R., Huth, S., Tysiak, W., Chaston, I. (2003). The three Dimensions of Trust in Buyer-seller Relationships in a Service Environment — Preliminary Findings of an Empirical Investigation. In: Kamenz, U. (eds) Applied Marketing. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-18981-4_16

Download citation

  • DOI: https://doi.org/10.1007/978-3-642-18981-4_16

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-62392-9

  • Online ISBN: 978-3-642-18981-4

  • eBook Packages: Springer Book Archive

Publish with us

Policies and ethics

Search

Navigation