An examination of the relationship between trust, commitment and relationship quality
International Journal of Retail & Distribution Management
ISSN: 0959-0552
Article publication date: 1 January 2002
Abstract
Attempts to examine the concepts of trust and commitment, on two levels of retail relationships: the salesperson level as well as the store level, and test their impact on relationship quality. Based on a review of the literature, a conceptual model has been developed that links trust and commitment to relationship quality. A number of research hypotheses have been formulated to examine the relationships proposed. The paper presents the model developed and discusses some empirical findings from a survey of 1,261 shoppers in a departmental store setting in Victoria, Australia. In particular, the two levels of relationships (salesperson and store level) are examined from the customer’s perspective, using structural equation modelling (LISREL VIII). Concludes with a discussion of the implications of the study and provides directions for future research.
Keywords
Citation
Wong, A. and Sohal, A. (2002), "An examination of the relationship between trust, commitment and relationship quality", International Journal of Retail & Distribution Management, Vol. 30 No. 1, pp. 34-50. https://doi.org/10.1108/09590550210415248
Publisher
:MCB UP Ltd
Copyright © 2002, MCB UP Limited