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
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;
Conference_Titel :
Services Systems and Services Management, 2005. Proceedings of ICSSSM '05. 2005 International Conference on
Print_ISBN :
0-7803-8971-9
DOI :
10.1109/ICSSSM.2005.1499457
