437
Views
12
CrossRef citations to date
0
Altmetric
Main Papers

Can I Trust You? An Exploration of the Role of Trust in Hospitality Service Settings

Pages 145-157 | Published online: 04 Sep 2009

References

  • Arendt , H. 1958 . The Human Condition , The University of Chicago Press .
  • Bell , D. 2007 . “ Moments of hospitality ” . In Mobilizing Hospitality: The Ethics of Social Relations in a Mobile World , Edited by: Molz , J. G. and Gibson , S. 29 – 44 . Aldershot : Ashgate .
  • Battencourt , L. A. and Gwinner , K. 1994 . Customization of the service experience: the role of the front-line employee . International Journal of Service Industry Management , 7 ( 2 ) : 3 – 20 .
  • Bigley , F. and Pearce , J. L. 1998 . Straining for shared meaning in organisation science: problems of trust and distrust . Academy of Management Review , 23 ( 3 ) : 405 – 421 .
  • Bijlsma , K. , Koopman , P. , Sheppard , B. and Tuschinsky , M. 2003 . Introductions: trust within organisations . Personnel Review , 32 ( 5 ) : 543 – 555 .
  • Bitner , M. 1990 . Evaluating service encounters: the effect of physical surroundings and employee responses . Journal of Marketing , 554 : 69 – 82 .
  • Bitner , M. 1992 . Servicescapes: the impact of physical surroundings on customers and employees . Journal of Marketing , 56 : 57 – 71 .
  • Bitner , M. , Booms , B. H. and Mohr , L. A. 1994 . Critical Service Encounters: the employee viewpoint . Journal of Marketing , 58 : 95 – 106 .
  • Bitner , M. J. , Faranda , W. T. , Hubbert , A. R. and Zeithaml , V. A. 1997 . Customer contributions and roles in service delivery . International Journal of Service Industry Management , 8 ( 3 ) : 193 – 205 .
  • Cadotte , E. R. , Woodruff , R. B. and Jenkins , R. L. 1987 . Expectations and norms in models of consumer satisfaction . Journal of Marketing Research , 24 ( 3 ) : 305 – 314 .
  • Carr , S. C. , Matthew , R. , Hodgson , D. , Vent , I. and Purcell , P. 2005 . Pay diversity across work teams: doubly de-motivating influences? . Journal of Managerial Psychology , 20 ( 5 ) : 417 – 439 .
  • De Swann , A. 1990 . Introductions: trust within organisations . Personnel Review , 32 ( 5 ) : 543 – 555 . Cited in: Bijlsma, K., Koopman, P., Sheppard, B. and Tuschinsky, M. (2003)
  • Dunn , J. 1988 . “ Trust and political agency ” . In Trust, Making and Breaking Co-operative Relationships , Edited by: Gambetta , D. New York : Basil Blackwell .
  • Flanagan , P. , Johnston , R. and Talbot , D. 2005 . Customer confidence: the development of a “pre-experience” concept . International Journal of Service Industry Management , 16 ( 4 ) : 337 – 384 .
  • Gambetta , D. 1988 . Trust, Making and Breaking Co-operative Relationships , New York : Basil Blackwell .
  • Gill , J. and Butler , R. 1996 . Cycles of trust and distrust in joint ventures . European Management Journal , 14 ( 1 ) : 81 – 89 .
  • Graburn , N. H. H. 1977 . “ Secular ritual: a general theory of tourism ” . In Hosts and Guests Revisited: Tourism Issues of the 21st Century , Edited by: Smith , V. L. and Brent , M. 17 – 31 . Sydney : Cognizent Communication Corporation .
  • Granovetter , M. S. 1985 . Economic action and social structure . American Journal of Sociology , 91 : 481 – 510 .
  • Heskett , J. L. , Sasser , W. E. and Schlesinger , L. A. 1997 . The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value , New York : Free Press .
  • Johns , N. 1999 . What is this thing called service? . European Journal of Marketing , 33 ( 9/10 ) : 958 – 974 .
  • Kelliher , C. and Johnson , K. 1997 . Personnel management in hotels – an update: a move to human resource management? . Process in Tourism and Hospitality Research , 3 ( 4 ) : 321 – 331 .
  • Lashley , C. and Morrison , A. 2000 . In Search of Hospitality: Theoretical Perspectives and Debates , Oxford : Butterworth Heinemann .
  • Levinas , E. 2006 . Humanism of the Other , University of Illinois Press .
  • Lewis , J. D. and Weigert , A. 1985 . Trust as a social reality . Social Forces , 63 ( 4 ) : 967 – 985 .
  • Lingis , A. 2004 . Trust , Vol. 25 , University of Minnesota . Theory out of Bounds
  • Lovelock , C. H. 2004 . Services Marketing: An Asia-Pacific and Australian Perspective , 3 , Frenchs Forest, NSW : Prentice Hall .
  • Lucas , R. 1993 . Youth pay in catering and retailing . Personnel Review , 22 ( 7 ) : 15 – 29 .
  • Lugosi , P. 2008 . Hospitality spaces, hospitable moments: consumer encounters and affective experiences in commercial settings . Journal of Food Service , 19 ( 2 ) : 139 – 149 .
  • MacIntyre , A. 1994 . After Virtue: A study in Moral Theory , London : Duckworth .
  • Martin , E. 2004 . Who's kicking whom? Employees' orientation to work . International Journal of Hospitality Management , 16 ( 3 ) : 182 – 188 .
  • Mayer , R. C. , Davis , J. H. and Schoorman , F. D. 1995 . An integrative model of organizational trust . Academy of Management Review , 20 ( 3 ) : 709 – 743 .
  • Mishra , A. K. 1996 . “ Organisational responses to crisis: the centrality of trust ” . In Trust in Organisations: Frontiers of Theory and Research , Edited by: Kramer , R. M. and Tyler , T. R. 261 – 87 . Thousand Oaks, CA : Sage .
  • North , D. C. 1990 . Institutions, Institutional Change, and Economic Performance , New York : Cambridge University Press .
  • Pizam , A. and Ellis , T. 1999 . Customer satisfaction and its measurement in hospitality enterprises . International Journal of Contemporary Hospitality Management , 11 ( 7 ) : 326 – 339 .
  • Rotter , J. B. 1967 . A new scale for the measurement of interpersonal trust . Journal of Personality , 35 ( 4 ) : 228 – 248 .
  • Rotter , J. B. 1980 . Trust and gullibility . Psychology Today , 14 : 35 – 42 .
  • Rousseau , D. , Sitkin , S. , Burt , R. and Camerer , C. 1998 . Not so different after all: a cross discipline view of trust . Academy of Management Review , 23 ( 3 ) : 393 – 404 .
  • Shapin , S. 1994 . A Social History of Truth: Civility and Science in Seventeenth-Century England , Chicago : The University of Chicago Press .
  • Shapiro , S. 1987 . The social control of impersonal trust . American Journal of Sociology , 93 ( 3 ) : 623 – 658 .
  • Sheller , M. and Urry , J. 2007 . “ The new mobilities paradigm cited by D. Bell, Moments of Hospitality ” . In Mobilizing Hospitality: The Ethics of Social Relations in a Mobile World , Edited by: Molz , J. G. and Gibson , S. 29 – 44 . Aldershot : Ashgate .
  • Sheppard , D. and Tuschinsky , M. 1996 . “ Micro OB and the network organisation ” . In Trust in Organisations: Frontiers of Theory and Research , Edited by: Kramer , R. M. and Tyler , T. R. 196 – 216 . London : Sage .
  • Skinner , D. and Spira , L. F. 2003 . Trust and control – a symbiotic relationship? . Corporate Governance , 3 ( 4 ) : 28 – 35 .
  • Telfer , E. 2000 . “ The philosophy of hospitableness ” . In In Search of Hospitality: Theoretical Perspectives and Debates , Edited by: Lashley , C. and Morrison , A. 38 – 55 . Oxford : Butterworth-Heinemann .
  • The Oxford Dictionary , Oxford, , UK : Oxford University Press . 2nd edition 1994
  • Tyler , T. R. 1990 . Why People Obey the Law , New Haven, CT : Yale University Press .
  • Tyler , T. R. 2003 . Trust within organizations . Personnel Review , 32 ( 5 ) : 556 – 568 .
  • van Gennep , A. 1960 . The Rites of Passage , Chicago : University of Chicago Press .
  • Williamson , O. E. 1993 . Markets and Hierarchies , New York : New York Free Press .
  • WTO . 1985 . Customer satisfaction and its measurement in hospitality enterprises . International Journal of Contemporary Hospitality Management , 11 ( 7 ) : 326 – 339 . Cited in: Pizam, A. and Ellis, T. (1999)
  • Zeithaml , V. A. and Bitner , M. J. 1996 . Services Marketing , New York : McGraw-Hill .
  • Zucker , L. G. 1986 . “ Production of trust: institutional sources of economic structures 1840–1920 ” . In Research in Organizational Behaviour , Edited by: Straw , B. M. and Cummings , L. L. 53 – 111 . Greenwich, CT : JAI Press .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.