메뉴 건너뛰기




Volumn 18, Issue 1, 2004, Pages 45-59

How “placed trust” works in a service encounter

Author keywords

Customer relations; Health services; Maternity services; Midwives; Professional services; Trust

Indexed keywords


EID: 84993081922     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040410520708     Document Type: Article
Times cited : (24)

References (42)
  • 1
    • 0141549714 scopus 로고
    • Perceived control and the service encounter
    • Dryden Press London
    • Bateson, J.E.G. (Ed.) (1985), “Perceived control and the service encounter”, in Managing Services Marketing, Dryden Press, London, pp. 123-132.
    • (1985) Managing Services Marketing , pp. 123-132
    • Bateson, J.E.G.1
  • 3
    • 84993060819 scopus 로고
    • Critical service encounters: the employee’s viewpoint
    • Bitner, M.J., Booms, B.H. and Mohr, L.A. (1994), “Critical service encounters: the employee’s viewpoint”, Journal of Marketing, Vol. 58, pp. 95-106.
    • (1994) Journal of Marketing , vol.58 , pp. 95-106
    • Bitner, M.J.1    Booms, B.H.2    Mohr, L.A.3
  • 5
    • 84986180540 scopus 로고    scopus 로고
    • The role of trust in customer relationships: asking the right questions
    • Cowles, D.L. (1996), “The role of trust in customer relationships: asking the right questions”, Management Decision, Vol. 34 No. 4, pp. 273-282.
    • (1996) Management Decision , vol.34 , Issue.4 , pp. 273-282
    • Cowles, D.L.1
  • 6
    • 21344482527 scopus 로고
    • On the uses of trust: comment on Williamson, ’calculativeness, trust and economic organization
    • Craswell, R. (1994), “On the uses of trust: comment on Williamson, ’calculativeness, trust and economic organization’”, The Journal of Law and Economics, Vol. 36 No. 1-2, pp. 487-500.
    • (1994) The Journal of Law and Economics , vol.36 , Issue.1-2 , pp. 487-500
    • Craswell, R.1
  • 8
    • 84993012489 scopus 로고
    • Relationship quality in services selling: an interpersonal influence perspective
    • Crosby, L.A., Evans, K.R. and Cowles, D. (1990), “Relationship quality in services selling: an interpersonal influence perspective”, Journal of Marketing, Vol. 54, pp. 68-81.
    • (1990) Journal of Marketing , vol.54 , pp. 68-81
    • Crosby, L.A.1    Evans, K.R.2    Cowles, D.3
  • 10
    • 84986017018 scopus 로고
    • Service performance as drama: quality implications and measurement
    • Paul Chapman Publishing London
    • Fisk, R.P. and Grove, S.J. (1995), “Service performance as drama: quality implications and measurement”, in Kunst, P. and Lemmink, J. (Eds), Managing Service Quality, Vols 1 and 11, Paul Chapman Publishing, London.
    • (1995) Managing Service Quality , vol.1-11
    • Fisk, R.P.1    Grove, S.J.2    Kunst, P.3    Lemmink, J.4
  • 11
    • 0001172764 scopus 로고    scopus 로고
    • Generalizations about trust in marketing channel relationships using meta-analysis
    • Geyskens, I., Steenkamp, J.-B. and Kumar, N. (1998), “Generalizations about trust in marketing channel relationships using meta-analysis”, International Journal of Research in Marketing, Vol. 15, pp. 223-248.
    • (1998) International Journal of Research in Marketing , vol.15 , pp. 223-248
    • Geyskens, I.1    Steenkamp, J.-B.2    Kumar, N.3
  • 13
    • 84992945650 scopus 로고
    • Economic action and social structure: the problem of embeddedness
    • Granovetter, M.S. (1985), “Economic action and social structure: the problem of embeddedness”, American Journal of Sociology, Vol. 91 No. 3, pp. 481-510.
    • (1985) American Journal of Sociology , vol.91 , Issue.3 , pp. 481-510
    • Granovetter, M.S.1
  • 14
    • 84950440078 scopus 로고
    • Quo vadis, marketing? Toward a relationship marketing paradigm
    • Gronroos, C. (1994), “Quo vadis, marketing? Toward a relationship marketing paradigm”, Journal of Marketing Management, Vol. 10, pp. 347-360.
    • (1994) Journal of Marketing Management , vol.10 , pp. 347-360
    • Gronroos, C.1
  • 15
    • 0023399146 scopus 로고
    • The new marketing – developing long-term interactive relationships
    • Gummesson, E. (1987), “The new marketing – developing long-term interactive relationships”, Long Range Planning, Vol. 20 No. 4, pp. 10-20.
    • (1987) Long Range Planning , vol.20 , Issue.4 , pp. 10-20
    • Gummesson, E.1
  • 16
    • 84986129177 scopus 로고
    • Marketing-orientation revisited: the crucial role of the part-time marketer
    • Gummesson, E. (1991), “Marketing-orientation revisited: the crucial role of the part-time marketer”, European Journal of Marketing, Vol. 25 No. 2.
    • (1991) European Journal of Marketing , vol.25 , Issue.2
    • Gummesson, E.1
  • 17
    • 0009311615 scopus 로고    scopus 로고
    • Trust, a new approach to understanding the brand-consumer relationship
    • Dublin University Dublin June
    • Gurviez, P. (1997), “Trust, a new approach to understanding the brand-consumer relationship”, Proceedings of the AMA Special Conference in Relationship Marketing, Dublin University, Dublin, June, pp. 505-518.
    • (1997) Proceedings of the AMA Special Conference in Relationship Marketing , pp. 505-518
    • Gurviez, P.1
  • 18
    • 0032395145 scopus 로고    scopus 로고
    • Relational benefits in services industries: the customer’s perspective
    • Gwinner, K.P., Gremler, D.D. and Bitner, M.J. (1998), “Relational benefits in services industries: the customer’s perspective”, Journal of the Academy of Marketing Science, Vol. 26 No. 2, pp. 101-114.
    • (1998) Journal of the Academy of Marketing Science , vol.26 , Issue.2 , pp. 101-114
    • Gwinner, K.P.1    Gremler, D.D.2    Bitner, M.J.3
  • 19
    • 0033646222 scopus 로고    scopus 로고
    • Maternity care: how to add value
    • October
    • Halliday, S.V. (2000), “Maternity care: how to add value”, Service Industries Journal, October, Vol. 20 No. 4, pp. 133-148.
    • (2000) Service Industries Journal , vol.20 , Issue.4 , pp. 133-148
    • Halliday, S.V.1
  • 20
    • 33749385364 scopus 로고    scopus 로고
    • Barriers to customer-orientation: a case applied and explained
    • Halliday, S.V. (2002), “Barriers to customer-orientation: a case applied and explained”, European Journal of Marketing, Vol. 36 No. 1, pp. 136-158.
    • (2002) European Journal of Marketing , vol.36 , Issue.1 , pp. 136-158
    • Halliday, S.V.1
  • 21
    • 0006817035 scopus 로고    scopus 로고
    • New customers to be managed: pregnant women as consumers of healthcare
    • Halliday, S.V. and Hogarth-Scott, S. (2000), “New customers to be managed: pregnant women as consumers of healthcare”, Journal of Applied Management Studies, Vol. 9 No. 1 pp. 55-69.
    • (2000) Journal of Applied Management Studies , vol.9 , Issue.1 , pp. 55-69
    • Halliday, S.V.1    Hogarth-Scott, S.2
  • 23
    • 0042315728 scopus 로고
    • Trust: the connecting link between organizational theory and philosophical ethics
    • Hosmer, L.T. (1995), “Trust: the connecting link between organizational theory and philosophical ethics”, Academy of Management Review, Vol. 20 No. 2, pp. 379-403.
    • (1995) Academy of Management Review , vol.20 , Issue.2 , pp. 379-403
    • Hosmer, L.T.1
  • 24
    • 0012361226 scopus 로고    scopus 로고
    • Trust, brand equity and brand reality in Internet business relationships: an interdisciplinary approach
    • Jevons, C. and Gabbott, M. (2000), “Trust, brand equity and brand reality in Internet business relationships: an interdisciplinary approach”, Journal of Marketing Management, Vol. 16 No. 6, pp. 619-634.
    • (2000) Journal of Marketing Management , vol.16 , Issue.6 , pp. 619-634
    • Jevons, C.1    Gabbott, M.2
  • 25
    • 0003826731 scopus 로고
    • Services marketing: new insights from consumers and managers
    • working paper, Marketing Science Institute Cambridge, MA.
    • Langeard, E., Bateson, J.E.G., Lovelock, C.H. and Eiglier, P. (1981), “Services marketing: new insights from consumers and managers”, working paper, Marketing Science Institute, Cambridge, MA.
    • (1981)
    • Langeard, E.1    Bateson, J.E.G.2    Lovelock, C.H.3    Eiglier, P.4
  • 26
    • 0037981779 scopus 로고
    • Affect- and cognition-based trust as foundations for interpersonal cooperation in organizations
    • McAllister, D.J. (1995), “Affect- and cognition-based trust as foundations for interpersonal cooperation in organizations”, Academy of Management Journal, Vol. 38 No. 1, pp. 24-59.
    • (1995) Academy of Management Journal , vol.38 , Issue.1 , pp. 24-59
    • McAllister, D.J.1
  • 27
    • 84993002780 scopus 로고
    • The commitment-trust theory of relationship marketing
    • July
    • Morgan, R.M. and Hunt, S.D. (1994), “The commitment-trust theory of relationship marketing”, Journal of Marketing, Vol. 58, July, pp. 20-38.
    • (1994) Journal of Marketing , vol.58 , pp. 20-38
    • Morgan, R.M.1    Hunt, S.D.2
  • 28
    • 18844394497 scopus 로고    scopus 로고
    • Moments of sorrow and joy, an empirical assessment of the complementary value of critical incidents in understanding customer service evaluations
    • Odekerken-Schröder, G., van Birgelen, M., Lemmink, J., de Ruyter, K. and Wetzels, M. (2000), “Moments of sorrow and joy, an empirical assessment of the complementary value of critical incidents in understanding customer service evaluations”, European Journal of Marketing, Vol. 34 No, 1, pp. 107-125.
    • (2000) European Journal of Marketing , vol.34 , Issue.1 , pp. 107-125
    • Odekerken-Schröder, G.1    van Birgelen, M.2    Lemmink, J.3    de Ruyter, K.4    Wetzels, M.5
  • 29
    • 0011143004 scopus 로고
    • Relationship marketing: back to basics?
    • Palmer, A. (1994), “Relationship marketing: back to basics?”, Journal of Marketing Management, Vol. 10, pp. 571-579.
    • (1994) Journal of Marketing Management , vol.10 , pp. 571-579
    • Palmer, A.1
  • 30
    • 84993015667 scopus 로고
    • SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality
    • Parasuraman, A., Zeithaml, V. and Berry, L.L. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
    • (1988) Journal of Retailing , vol.64 , Issue.1 , pp. 12-40
    • Parasuraman, A.1    Zeithaml, V.2    Berry, L.L.3
  • 32
    • 84925885847 scopus 로고
    • Trust in inter-personal relationships
    • Pearce, W.B. (1974), “Trust in inter-personal relationships”, Speech Monographs, Vol. 41 No. 3, pp. 236-244.
    • (1974) Speech Monographs , vol.41 , Issue.3 , pp. 236-244
    • Pearce, W.B.1
  • 35
    • 1842809077 scopus 로고
    • The service organization: climate is crucial
    • Autumn
    • Schneider, B. ( 1980 ), “The service organization: climate is crucial”, Organizational Dynamics, Autumn, pp. 52-65.
    • (1980) Organizational Dynamics , pp. 52-65
    • Schneider, B.1
  • 36
    • 0013168260 scopus 로고    scopus 로고
    • Experiential marketing
    • January-April
    • Schmitt, B. (1999), “Experiential marketing”, Journal of Marketing Management, Vol. 15, January-April, pp. 53-67.
    • (1999) Journal of Marketing Management , vol.15 , pp. 53-67
    • Schmitt, B.1
  • 37
    • 84992971217 scopus 로고
    • A role theory perspective on dyadic interactions: the service encounter
    • Solomon, M.R., Surprenant, C., Czepiel, J.A. and Gutman, E.G. (1985), “A role theory perspective on dyadic interactions: the service encounter”, Journal of Marketing, Vol. 49, pp. 99-111.
    • (1985) Journal of Marketing , vol.49 , pp. 99-111
    • Solomon, M.R.1    Surprenant, C.2    Czepiel, J.A.3    Gutman, E.G.4
  • 39
    • 0033249247 scopus 로고    scopus 로고
    • The structure of optimal trust: moral and strategic implications
    • Wicks, A.C., Berman, S.L. and Jones, T.M. (1999), “The structure of optimal trust: moral and strategic implications”, Academy of Management Review, Vol. 24 No. 1, pp. 99-116.
    • (1999) Academy of Management Review , vol.24 , Issue.1 , pp. 99-116
    • Wicks, A.C.1    Berman, S.L.2    Jones, T.M.3
  • 41
    • 0004123892 scopus 로고
    • Production of trust: institutional sources of economic structure
    • Zucker, L.G. (1986), “Production of trust: institutional sources of economic structure”, in Staw, B.M. and Cummings, L.L. (Eds), Research in Organisational Behaviour, Vol. 8, pp. 53-111.
    • (1986) Research in Organisational Behaviour , vol.8 , pp. 53-111
    • Zucker, L.G.1    Staw, B.M.2    Cummings, L.L.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.