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What is Customer Trust

Handbook of Research on Retailing Techniques for Optimal Consumer Engagement and Experiences
Customer’s confidence in a product or person or company.
Published in Chapter:
Explaining Customer Loyalty to Retail Stores: A Moderated Explanation Chain of the Process
Arturo Z. Vasquez-Parraga (University of Texas Rio Grande Valley, USA) and Miguel A. Sahagun (High Point University, USA)
DOI: 10.4018/978-1-7998-1412-2.ch002
This chapter reassesses the process of how store customers become loyal to their stores; what are the core subprocesses generating customer store loyalty, and what contributing moderators enrich the final outcome. A new empirical research is designed to identify and test a parsimonious model of core relationships and moderators. The result is an explanation chain that incorporates relational variables, trust, and commitment to the traditional transactional one, customer satisfaction, and the moderating factors of the relational variables. The findings reveal that 1) customer commitment is the major contributor of explanation to true customer loyalty, significantly more than the contributed explanation of customer satisfaction, and 2) four cognitive attitudes and four affective attitudes significantly moderate the relational effects of trust and commitment on customer store loyalty and, thus, contribute, though in small amounts, to a stronger explanation.
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More Results
Website Quality, Perceived Flow, Trust, and Commitment: Developing a Customer Relationship Management Model
A situation where a customer has assurance in exchange for the marketer's integrity and reliability.
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The Adoption of Corporate Social Responsibility (CSR) Policy in the Tourism Sector: How CSR Affects Consumer Loyalty in the Greek Hotel Industry
Customer trust refers to the belief and confidence that customers have in a company or brand to deliver on its promises and commitments. It is a key component of building customer loyalty and can be influenced by factors such as product quality, customer service, and corporate reputation.
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User-Generated Content and Consumer Brand Engagement
A belief in the given content of a social commerce organisation that enhances e-word-of-mouth and the purchase intentions of customers. Customers are more likely to buy from people they trust or purchase a product or service that performs what it claims.
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Customer Store Loyalty: Process, Explanation Chain, and Moderating Factors
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Studying Customer Experience and Retention Using Applied Data Science and Artificial Intelligence
The security perceived by the client that the company will not do anything that will harm their personal or economic status.
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