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How “placed trust” works in a service encounter
16 references·11 citing·30 second hop
How “placed trust” works in a service encounter (2004)How “placed trust” works in a service enc…Social Construction of Reality (2020)Social Construction of RealityExchange and Power in Social Life (2017)Exchange and Power in Social …Experiential Marketing (1999)Experiential MarketingRelational Benefits in Services Industries: The Customer's Perspective (1998)Relational Benefits in Servic…Sensemaking in Organizations (1996)Sensemaking in OrganizationsTRUST: THE CONNECTING LINK BETWEEN ORGANIZATIONAL THEORY AND PHILOSOPHICAL ETHICS (1995)TRUST: THE CONNECTING LINK BE…AFFECT- AND COGNITION-BASED TRUST AS FOUNDATIONS FOR INTERPERSONAL COOPERATION IN ORGANIZATIONS. (1995)AFFECT- AND COGNITION-BASED T…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Relationship Quality in Servi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…The new marketing—Developing long-term interactive relationships (1987)The new marketing—Developing …Production of trust: Institutional sources of economic structure, 1840–1920. (1986)Production of trust: Institut…Method in Social Science: A Realist Approach. (1986)Method in Social Science: A R…Economic Action and Social Structure: The Problem of Embeddedness (1985)Economic Action and Social St…A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …Episodic Retail Settings: A Sustainable and Adaptive Strategy for City Centre Stores (2021)Episodic Retail Settings: A S…M‐payment service: Interplay of perceived risk, benefit, and trust in service adoption (2018)M‐payment service: Interplay …Just What the Doctor Ordered? Investigating the Impact of Health Service Quality on Consumer Misbehaviour (2014)Just What the Doctor Ordered?…Marketing Technology as a Service (2012)Marketing Technology as a Ser…The impact of online reviews on hotel booking intentions and perception of trust (2011)The impact of online reviews …Critical Service Encounters in Hotel Restaurants: The Personnel’s Perspective (2011)Critical Service Encounters i…Psychological distance perceptions and trust beliefs for internet-only and hybrid retailers: implications for marketers (2008)Psychological distance percep…Customer referral management: the implications of social networks (2008)Customer referral management:…A higher education marketing perspective on choice factors and information sources considered by South African first year university students (2008)A higher education marketing …A Comparison of the Effects of the First Impression and the Last Impression in a Selling Context (2008)A Comparison of the Effects o…The Love Triangle: Loyal Relationships among Providers, Customers, and Their Friends (2006)The Love Triangle: Loyal Rela…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)Trust and TAM in Online Shopping: An Integrated Model1 (2003)On the Evaluation of Structural Equation Models (1988)An Integrative Model Of Organizational Trust (1995)Not So Different After All: A Cross-Discipline View Of Trust (1998)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Comparative fit indexes in structural models. (1990)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Social Capital, Intellectual Capital, and the Organizational Advantage (1998)Deliberate Learning and the Evolution of Dynamic Capabilities (2002)Organizing and the Process of Sensemaking (2005)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)Social Capital in the Creation of Human Capital (2000)Institutionalized Organizations: Formal Structure as Myth and Ceremony (1977)STRATEGIC RESPONSES TO INSTITUTIONAL PROCESSES (1991)Political Science and the Three New Institutionalisms (1996)Managing Legitimacy: Strategic and Institutional Approaches (1995)Bowling Alone: America's Declining Social Capital (1995)Communication and Control Processes in the Delivery of Service Quality (1988)Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)Understanding Customer Experience Throughout the Customer Journey (2016)
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References

  • 1985Economic Action and Social Structure: The Problem of Embeddedness29,538 cited
  • 1994The Commitment-Trust Theory of Relationship Marketing23,031 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2017Exchange and Power in Social Life16,134 cited
  • 1996Sensemaking in Organizations15,614 cited
  • 1995AFFECT- AND COGNITION-BASED TRUST AS FOUNDATIONS FOR INTERPERSONAL COOPERATION IN ORGANIZATIONS.7,374 cited
  • 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
  • 2020Social Construction of Reality4,737 cited
  • 1986Production of trust: Institutional sources of economic structure, 1840–1920.3,432 cited
  • 1999Experiential Marketing3,179 cited
  • 1986Method in Social Science: A Realist Approach.2,603 cited
  • 1998Relational Benefits in Services Industries: The Customer's Perspective2,347 cited
  • 1995TRUST: THE CONNECTING LINK BETWEEN ORGANIZATIONAL THEORY AND PHILOSOPHICAL ETHICS2,323 cited
  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,007 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,822 cited

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  • 1987The new marketing—Developing long-term interactive relationships1,070 cited
  • Cited by

    • 2011The impact of online reviews on hotel booking intentions and perception of trust1,688 cited
    • 2018M‐payment service: Interplay of perceived risk, benefit, and trust in service adoption239 cited
    • 2006The Love Triangle: Loyal Relationships among Providers, Customers, and Their Friends21 cited
    • 2008Customer referral management: the implications of social networks20 cited
    • 2011Critical Service Encounters in Hotel Restaurants: The Personnel’s Perspective17 cited
    • 2021Episodic Retail Settings: A Sustainable and Adaptive Strategy for City Centre Stores14 cited
    • 2014Just What the Doctor Ordered? Investigating the Impact of Health Service Quality on Consumer Misbehaviour14 cited
    • 2008A Comparison of the Effects of the First Impression and the Last Impression in a Selling Context14 cited
    • 2008A higher education marketing perspective on choice factors and information sources considered by South African first year university students11 cited
    • 2008Psychological distance perceptions and trust beliefs for internet-only and hybrid retailers: implications for marketers6 cited
    • 2012Marketing Technology as a Service6 cited