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Total Quality Management & Business Excellence Volume 14, 2003 - Issue 3
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Original Articles

The variable nature of services: An empirical examination of trust and its effects on customers' satisfaction responses to poor and good service

Magnus Söderlund Center for Consumer Marketing, Stockholm School of Economics, Sweden
&
Claes-Robert Julander Center for Consumer Marketing, Stockholm School of Economics, Sweden
Pages 291-304 | Published online: 25 Aug 2010

Citations (13)

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Read on this site (3)

Steven A. Taylor, Leigh Anne Novak Donovan & Chiharu Ishida. (2014) Consumer Trust and Satisfaction in the Formation of Consumer Loyalty Intentions in Transactional Exchange: The Case of a Mass Discount Retailer. Journal of Relationship Marketing 13:2, pages 125-154.
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Antje Cockrill, MarkM. H. Goode & Andrea Beetles. (2009) The Critical Role of Perceived Risk and Trust in Determining Customer Satisfaction with Automated Banking Channels. Services Marketing Quarterly 30:2, pages 174-193.
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Tsung-Chi Liu & Li-Wei Wu. (2008) Relationship quality and cross-buying in varying levels of category similarity and complexity. Total Quality Management & Business Excellence 19:5, pages 493-511.
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Articles from other publishers (10)

Jinsheng Cui, Mengwei Zhang & Jianan Zhong. (2023) When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure. Journal of Service Theory and Practice 33:6, pages 842-872.
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Songül BAL & Tuna USLU. (2023) The Effect of Supplier-Dealer Relationship on Dealer Performance: The Example of a Leading Firm in the Construction Materials Industry in TurkeyTedarikçi-Bayi İlişkisinin Bayi Performansına Etkisi: Türkiye'de İnşaat Malzemeleri Sektöründe Lider Firma Örneği. Fenerbahçe Üniversitesi Sosyal Bilimler Dergisi 3:1, pages 128-145.
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Magdalena Smeds. (2021) Deming’s tampering revisited: definition and future research agenda. International Journal of Quality and Service Sciences 14:5, pages 37-51.
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George Kofi Amoako, Robert Kwame Dzogbenuku & Desmond Kwadjo Kumi. (2021) Service recovery and loyalty of Uber sharing economy: The mediating effect of trust. Research in Transportation Business & Management 41, pages 100647.
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Eric D. Olson & Heejung Ro. (2020) Company Response to Negative Online Reviews: The Effects of Procedural Justice, Interactional Justice, and Social Presence. Cornell Hospitality Quarterly 61:3, pages 312-331.
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Fang-Ming HSU, Tser-Yieth Chen, Chiu-Tsu Fan, Chun-Min Lin & Chu-Mei Chiu. (2015) Factors affecting the satisfaction of an online community for archive management in Taiwan. Program 49:1, pages 46-62.
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Fang-Ming Hsu, Chiu-Tsu Fan, Chun-Min Lin & Chu-Mei Chiu. (2013) Factors Affecting the Satisfaction of Participants in Community. Procedia - Social and Behavioral Sciences 73, pages 418-423.
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Zeliha Eser. (2012) Inter‐organizational trust in franchise relationships and the performance outcomes. International Journal of Contemporary Hospitality Management 24:5, pages 774-790.
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Marilyn M. Helms & Donna T. Mayo. (2008) Assessing poor quality service: perceptions of customer service representatives. Managing Service Quality: An International Journal 18:6, pages 610-622.
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Zannie Giraud VossVéronique Cova. (2016) How sex differences in perceptions influence customer satisfaction: a study of theatre audiences. Marketing Theory 6:2, pages 201-221.
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