1.consumer trust,value and loyalty in relational exchanges翻译.docVIP

Deepak Sirdeshmukh, Jagdip Singh, Barry Sabol 迪帕克Sirdeshmukh,Jagdip 巴里Sabol辛格 Consumer Trust, Value, and Loyalty 消费者信任、价值和忠诚 in Relational Exchanges 在关系交流 The authors develop a framework for understanding the behaviors and practices of service providers that buiid or 作者开发一个框架来理解行为和实践的服务提供商,buiid或 depiete consumer trust and the mechanisms that convert consumer trust Into vaiue and loyalty in reiational depiete消费者信任和机制,转换成vaiue消费者信任和忠诚在reiational exchanges. 交流。 The proposed framework (1) uses a multidimensional conceptualization for the trustworthiness construct; (2) incorporates two distinct facets of consumer trust, namely, frontline empioyees and management poiicies and practices: and (3) specifies value as a key mediator of the trust-ioyalty relationship. 拟议的框架(1)使用一个多维概念化的诚信建设;(2)包含两个不同的方面的消费信任,即前线empioyees和管理poiicies和实践:和(3)指定值作为一个关键的中介trust-ioyalty的关系。 The authors test the 作者测试 proposed modei using data from two sennce contexts—retail clothing (N = 264) and nonbusiness airline travel (N = 提出modei使用的数据来自两个sennce上下文零售服装(N = 264)和非商业的航空旅行(N = 113). 113)。 The results support a tripartite view of tmstworthiness evaluations along operational competence, operationai 结果支持三方的观点评价tmstworthiness沿操作能力,operationai benevoience, and probiem-soiving orientation dimensions. benevoience,probiem-soiving取向维度。 Moreover, the authors find evidence of contingent 此外,作者发现证据的队伍 asymmetric relationships between trustworthiness dimensions and consumer trust. 不对称关系维度和消费者信任的可信度。 For frontline employees, benevolent behaviors demonstrate a dominant negativity effect (i.e. 为前线员工,仁慈的行为展示一个占主导地位的“消极”效应(即。 , a unit negative perfomnance has a stronger effect ,一个单位负perfomnance有更强的效果 than a unit positive performance), whereas probiem-soiving orientation has a dominant positivity effect (i.e. 比一个单位积极性能),而probiem-soiving取向有一个占主导地位的“积极性”效应(即。 , a unit ,一个单位 positive perfonnance has a stronger effect than a unit negative perfonnance). 积极的perfonnance有更强的效果比一个单位负perfon