Trust in relational exchanges: Related dimensions and asymmetric effects
This paper aims at testing a conceptual framework of the interrelationships between two facets of trust, namely frontline employees (FLE) and management policies and practices (MPP), each of which is measured by the dimensions of operational competence, operational benevolence and problem-solving orientation. In order to test the proposed model, a survey was conducted with 235 customers from a car dealership, considering its retailing and service context, located in the cities of Bento Gonçalves and Caxias do Sul, in the state of Rio Grande do Sul, southern Brazil. Data was analyzed using structural equation modeling technique. Findings supported a multidimensional view of the two facets of trust (i.e., FLE and MPP), based on operational competence, operational benevolence and problem-solving orientation. Moreover, FLE presented a critical role in influencing the MPP trust. Finally, the asymmetric effects of the three dimensions were also analyzed and revealed interesting results.
Keywords: trust, trust dimensions, trust facets, asymmetric effects, survey, relational exchanges.
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