DocumentCode
1830189
Title
Service failure and trust: the roles of benevolence, competence, and culture
Author
Hui, Michael K. ; Sit, Alfred Y.
Author_Institution
Dept. of Marketing, Chinese Univ. of Hong Kong, Shatin, China
Volume
1
fYear
2005
fDate
13-15 June 2005
Firstpage
180
Abstract
We explore trust based service relationship by studying consumer reaction to service failure, and will focus on the two components of consumer trust-benevolence and competence. This research would also examine the relative effect of benevolence and competence trust on members of collectivist versus individualist cultures in service relationship.
Keywords
consumer behaviour; customer satisfaction; customer services; psychology; competence trust; consumer reaction; consumer trust-benevolence; cross-cultural marketing; service failure; trust based service relationship; Appraisal; Consumer behavior; Cultural differences; Psychology; Robustness; Switches;
fLanguage
English
Publisher
ieee
Conference_Titel
Services Systems and Services Management, 2005. Proceedings of ICSSSM '05. 2005 International Conference on
Print_ISBN
0-7803-8971-9
Type
conf
DOI
10.1109/ICSSSM.2005.1499457
Filename
1499457
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