Trust in customer service provider relationship: a qualitative research

CONFIANCE DANS LA RELATION CONSOMMATEUR – PRESTATAIRE DE SERVICE: UNE ANALYSE DU DISCOURS DU PERSONNEL EN CONTACT

Shérazade Gatfaoui ()
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Shérazade Gatfaoui: IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12

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Abstract: The social interactions between customers and salespersons are a leading characteristic of the marketing of services. From relationship approach, an exploratory study was conducted among a bank, to analyse the consumer – salesperson relationship. We used an original method imported from social psychology : propositional analysis of speech. It allows a better understanding of salespersons perception and facilitates the emerging of « invisible » speech elements. This study identifies the role of the salespersons and shows different forms and determinants of trust in this relation.

Keywords: Prestataire de Services; Relation client; Confiance interpersonnelle; Etude qualitative; Marketing Relationnel; Relation de service; Confiance; Personnel en Contact (search for similar items in EconPapers)
Date: 2001-05-22
Note: View the original document on HAL open archive server: https://hal.science/hal-01422160v1
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Published in 17ème Congrès International de l'AFM, Association Française du Marketing, May 2001, Deauville, France

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01422160

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