Measurement of trust in salesperson–customer relationships in direct selling

Journal of Personal Selling and Sales Management

Volumn 23, Issue 3, 2003, Pages 253-269

  Young, Louise ^a   Albaum, Gerald ^b,c,d  

^a UNIVERSITY OF TECHNOLOGY SYDNEY   (Australia)

^b UNIVERSITY OF WISCONSIN MADISON   (United States)

^c UNIVERSITY OF OREGON   (United States)

^d UNIVERSITY OF TEXAS AT AUSTIN   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 85009643099     PISSN: 08853134     EISSN: 15577813     Source Type: Journal    
DOI: 10.1080/08853134.2003.10749002     Document Type: Article

References (78)

1. Achrol, Ravi S. (1997), “Changes in the Theory of Interorganizational Relations in Marketing: Towards a Network Paradigm,” Journal of Academy of Marketing Science, 25, 1 (Winter), 56-71.
2. Adler, Nancy (1991), International Dimensions ofOrganizational Behavior, Boston: PWS-Kent.
3. Albaum, Gerald (1987), “Do Source and Anonymity Affect Mail Survey Results?” Journal of the Academy of Marketing Science, 15, 3 (Fall), 74-81.
4. Albaum, Gerald (1992), “Current Status and Future Directions for Research on Direct Selling Channels,” Journal of Marketing Channels, 2 (2), 95-117.
5. Albaum, Gerald, and Robert A. Peterson (1989), “An Overview of Empirical Research on Direct Selling,” Paper presented at the Annual Conference of the Academy of Marketing Science, Orlando, FL, May.
6. Albaum, Gerald, and Louise Young (2000), “Cross-Cultural Perspectives on Trust and Direct Selling,” Paper presented at the European Institute for Retailing Conference, Sintra, Portugal, July.
7. Albaum, Gerald, Felicitas Evangelista, and Nila Medina (1998), “Role of Response Behavior Theory in Survey Research: A CrossNational Study,” Journal of Business Research, 42 (SpecialIssue), 115-125.
8. Armstrong, J. Scott, and Terry S. Overton (1977), “Estimating Nonresponse Bias in Mail Surveys,” Journal of Marketing Research, 14, 3 (August), 396-402.
9. Aulakh, Preet S., Masaaki Kotabe, and Arvind Sahay (1996), “Trust and Performance in Cross-Border Marketing Partnerships: A Behavioral Approach,” Journal of International Business Studies, 27 (5), 1005-1032.
10. Axelsson, Bjorn, and Geoffrey Easton, eds. (1992), Industrial Networks: A New View of Reality, London: Routledge.
11. Bagozzi, Richard P, Y. Yi, and Lynn W. Phillips (1991), “Assessing Construct Validity in Organizational Research,” Administrative Science Quarterly, 36 (3), 421-458.
12. Barber, Bernard (1983), The Logic and Limits of Trust, New Brunswick, NJ: Rutgers University Press.
13. Barney, Jay B., and Mark H. Hansen (1994), “Trustworthiness as a Source of Competitive Advantage,” Strategic Management Journal, 15 (S2), 175-190.
14. Bernstein, Ronald A., and Associates (1984), Successful Direct Selling, Englewood Cliffs, NJ: Prentice Hall.
15. Calder, Bobby, Lynn W. Phillips, and Alice W. Tybout (1982), “The Concept of External Validity,” Journal of Consumer Research, 9 (December), 240-244.
16. Calder, Bobby, Lynn W. Phillips, and Alice W. Tybout (1983), “Beyond External Validity,” Journal of Consumer Research, 10 (June), 112-114.
17. Carmines, Edward G., and Richard A. Zeller (1979), Reliability and Validity Assessment, Beverly Hills, CA: Sage.
18. Christiansen, Tim, and Sharon A. DeVaney (1998), “Antecedents of Trust and Commitment in the Financial Planner-Client Relationship,” Financial Counselling and Planning, 9 (2), 1-10.
19. Dayal, Snadeep, Helen Landesberg, and Michael Zeisser (1999), “How to Build Trust Online,” Marketing Management, 8 (Fall), 64-69.
20. De Rivera Joseph (1984), “Development and the Full Range of Emotional Experience,” in Emotion in Adult Development, Carol Zander Malatesta and Carroll E. Izard, eds., Beverly Hills, CA: Sage, 45-63.
21. Deutsch, Morton (1962), “Cooperation and Trust: Some Theoretical Notes,” in Nebraska Symposium on Motivation, Marshall R. Jones, ed., Lincoln, NE: University of Nebraska Press, 275-319.
22. Doney, Patricia M., and Joseph P Cannon (1997), “An Examination of the Nature of Trust in Buyer-Seller Relationships,” Journal of Marketing, 61 (April), 35-51.
23. Dwyer, F. Robert, and Rosemary R. Lagace (1986), “On the Nature and Role of Buyer-Seller Trust,” in AMA Educators Conference Proceedings, Series No. 52, Terance A. Shimp and Shubash Sharma, eds., Chicago: American Marketing Association, 40-45.
24. Dwyer, F. Robert, and Rosemary R. Lagace, Paul H. Schurr, and Sejo Oh (1987), “Developing Buyer-Seller Relations,” JournalofMarketing, 51 (2), 11-28.
25. Dyer, Jeffrey H., and Wujin Chu (2000), “The Determinants of Trust in Supplier-Automaker Relationships in the U.S., Japan, and Korea,” Journal of International Business Studies, 31, 2 (2d quarter), 259-285.
26. Evangelista, Felicitas, Gerald Albaum, and Patrick Poon (1999), “An Empirical Test of Alternative Theories of Survey Response Behaviour,” Journal of the Market Research Society, 41, 2 (April), 227-244.
27. Flaherty, Karen (1999), “The Role of Trust in Salesperson-Sales Manager Relationships,” Paper presented at the Summer Educators’ Conference of the American Marketing Association, San Francisco, August.
28. Fukayama, Francis (1995), Trust: The Social Virtues and the Creation of Prosperity, New York: Free Press.
29. Gabarro, John J. (1978), “The Development of Trust, Influence and Expectations,” in Interpersonal Behavior: Communication and Understanding in Relationships, A.G. Anthos and J.J. Gabarro, eds., Englewood Cliffs, NJ: Prentice Hall, 290-333.
30. Gronroos, Christian (1993), “From Marketing Mix to Relationship Marketing: Toward a Paradigm Shift in Marketing,” Asia-Australia Marketing Journal, 2, 1 (August), 9-31.
31. Gulati, Ranjay (1995), “Does Familiarity Breed Trust?-The Implications of Repeated Ties for Contractual Choice in Alliances,” Academy ofManagement Journal, 38 (1), 85-112.
32. Gummesson, Evert (1993), “Broadening and Specifying Relationship Marketing,” Asia-Australia Marketing Journal, 2, 1 (August), 31-44.
33. Hakansson, Hakan (1982), “Evolution Processes in Industrial Networks,” in Industrial Networks: A New View of Reality, Bjorn Axelsson and Geoff Easton, eds., London: Routledge, 129-143.
34. Hakansson, Hakan, and Ivan Snehota (1995), Developing Relationships in Business Networks, London: Routledge.
35. Hess, Jeffrey S. (1995), “Construction and Assessment to Measure Consumer Trust,” in 1995AMA Educators’ Conference Proceedings, vol. 6, Barbara Stern and George M. Zinkhan, eds., Chicago: American Marketing Association, 20-26.
36. Hewett, Kelly, and William O. Bearden (2001), “Dependence, Trust, and Relational Behavior on the Part of Foreign Subsidiary Marketing Operations: Implications for Managing Global Marketing Operations,” Journal ofMarketing, 65, 4 (October), 51-66.
37. Hochreich, D.S., and Julian B. Rotter (1970), “Have College Students Become Less Trusting?” Journal of Personality and Social Psychology, 15 (3), 211-214.
38. Kramer, Roderick M., Marilyn B. Brewer, and B.A. Hanna (1996), “Collective Trust and Collective Action: The Decision to Trust as a Social Decision,” in Trust in Organizations: Frontiers of Theory and Research, Richard M. Kramer and T.R. Tyler, eds., London: Sage, 357-398.
39. Lane, Christel (1998), “Theories and Issues in the Study ofTrust,” in Trust Within and Between Organisations: Conceptual Issues and Empirical Applications, Christel Lane and Reinhardt Bachmann, eds., New York: Oxford University Press, 1-30.
40. Larzerele, Robert E., and Ted L. Huston (1980), “The Dyadic Scale: Toward Understanding Interpersonal Trust in Close Relationships,” Journal of Marriage and the Family, 42 (August), 595-604.
41. Lewis, J. David, and Andrew Weigert (1985), “Trust as a Social Reality,” Social Forces, 63 (4), 967-985.
42. Luhmann, Niklas (1979), Trust and Power, Chichester, UK: John Wiley & Sons.
43. Macneil, Ian R. (1980), The New Social Contract: An Enquiry into Modern Contractual Relations, New Haven: Yale University Press.
44. Malatesta, Carol Zander, and Carroll E. Izard (1984), “Preface,” in Emotion in Adult Development, Carol Zander Malatesta and Carroll E. Izard, eds., Newbury Park, CA: Sage, 7-10.
45. McAllister, Daniel J. (1995), “Affect and Cognition-Based Trust as Foundations for Interpersonal Cooperation in Organizations,” Academy of Management Journal, 38 (1), 24-59.
46. McKean, Roland N. (1976), “Economics of Trust, Altruism and Corporate Responsibility,” in Altruism, Morality and Economic Theory, Edmund Phelps, ed., New York: Russell Sage, 29-44.
47. Meyerson, D., Karl E. Weick, and R.M. Kramer (1996), “Swift Trust and Groups,” in Trust In Organizations, R.M. Kramer and T.R. Tyler, eds., London: Sage, 114-139.
48. Moorman, Christine, Rohit Deshpande, and Gerald Zaltman (1993), “Factors Affecting Trust in Market Research Relationships,” Journal of Marketing, 57, 1 (January), 81-101.
49. Morgan, Robert M., and Shelby D. Hunt (1994), “The Commitment-Trust Theory of Relationship Marketing,” Journal of Marketing, 58, 3 (July), 20-38.
50. Nicholson, Carolyn Y., Larry D. Compeau, and Rajesh Sethi (2001), “The Role of Interpersonal Liking in Building Trust in Long-Term Channel Relationships,” Journal of the Academy of Marketing Science, 29 (1), 3-15.
51. Nunally, J., and I.H. Berstein (1994), Psychometric Theory, New York: McGraw-Hill.
52. Ohanian, Roobina (1990), “Construction and Validation of a Scale to Measure Celebrity Endorsers’ Perceived Expertise Trustworthiness, and Attractiveness,” Journal of Advertising, 19 (3), 39-52.
53. Peterson, Robert A., Gerald Albaum, and Nancy Ridgway (1989), “Consumers Who Buy from Direct Sales Companies,” Journal of Retailing, 65 (2), 273-286.
54. Rempel, John K., and John G. Holmes (1986), “How Do I Trust Thee?” Psychology Today, 20, 7 (February), 28-34.
55. Ring, Peter Smith (1996), “Fragile and Resilient Trust and Their Roles in Economic Exchange,” Business and Society, 35, 2 (June), 148-175.
56. Ring, Peter Smith, and Andrew Van der Ven (1992), “Structuring Cooperative Relationships Between Organizations,” Strategic Management Journal, 13, 7 (October), 483-498.
57. Rotter, Julian (1971), “Generalized Expectancies for Interpersonal Trust,” American Psychologist, 26, 5 (May), 443-451.
58. Sako, Mari (1992), Prices, Quality and Trust: Interfirm Relations in Britain and Japan, Cambridge: Cambridge University Press.
59. Schlenker, Barry R., Bob Helm, and James T. Tedeschi (1973), “The Effects of Personality and Situational Variables on Behavioral Trust,” Journal of Personality and Social Psychology, 25 (3), 419-427.
60. Schurr, Paul H., and Julie Ozanne (1985), “Influence on Exchange Process: Buyers Preconceptions of a Seller’s Trustworthiness and Bargaining Toughness,” Journal ofConsumer Research, 11, 1 (March), 939-953.
61. Sheth, Jagdish N., and Atul Parvatiyar, eds. (1994), Relationship Marketing: Theory, Methods and Applications-1994 Research Conference Proceedings, Atlanta: Center for Relationship Marketing, Emory University.
62. Singh, Jagdip, and Deepak Sirdeshmukh (2000), “Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments,” Journal of the Academy of Marketing Science, 28 (1), 150-167.
63. Sitkin, Sim B., and Nancy L. Roth (1993), “Explaining the Limited Effectiveness of Legalistic ‘Remedies’ for Trust/Distrust,” Organization Science, 4, 3 (August), 367-392.
64. Swan, John E., Michael R. Bowers, and Lynne D. Richardson (1999), “Customer Trust in the Salesperson: An Integrative Review and Meta-Analysis of the Empirical Literature,” Journal of Business Research, 44 (2): 93-107.
65. Swan, John E., Michael R. Bowers, and Lynne D. Richardson, I. Fredridk Trawick, and David W. Silva (1985), “How Industrial Salespeople Gain Customer Trust,” Industrial Marketing Management, 14, 4 (August), 203-211.
66. Tomkins, Silvan (1970), “Affect as the Primary Motivational System,” in Feelings and Emotions, Magda B. Arnold, ed., New York: Academic Press, 101-110.
67. Wilkinson, Ian, and Louise Young (1994), “Business Dancing: An Alternative Paradigm for Relationship Marketing,” Asia- Australia Marketing Journal, 2 (1), 26-41.
68. Williams, Bernard (1988), “Formal Structures and Social Reality,” in Trust: Making and Breaking Cooperative Relations, Diego Gambetta, ed., New York: Basil Blackwell, 3-13.
69. Williamson, Oliver E. (1993), “Calculativeness, Trust, and Economic Organization,” Journal of Law and Economics, 36, 1 (April), 453-486.
70. Yeung, Jack King-Wah, Oliver Hon-Ming Yau, and Siu-Ching Leung (1993), “Is Door-to-Door Selling a Risky But Convenient Retail Mode for Consumers-A Cross-National Study of Hong Kong and Guangzhou (PRC) Consumer Behavior,” in Proceedings of the Fourth Symposium on CrossCultural Consumer and Business Studies, Scott M. Smith, ed., Provo: Brigham Young University, 75-81.
71. Young, Louise (1993), “On Trust in Interfirm Relations,” Working paper, Faculty of Business, University of Technology, Sydney.
72. Young, Louise (1996), “Are Our Measures of Trust Trustworthy?” Paper presented at the Australia and New Zealand Marketing Educators Conference, Auckland, December.
73. Young, Louise (2000), “Evolving Trust in Business Relationship: An Emotions-Based View,” School of Marketing Working Paper Series, 2000/1, University of Technology, Sydney.
74. Young, Louise, and Kerry Daniel (2003), “Affectual Trust in the Workplace,” International Journal of Human Resource Management, 14, 1 (February), 139-149.
75. Young, Louise, and Sara Denize (1995), “A Concept of Commitment: Alternative Views of Relational Continuity in Business Service Relationships,” Journal of Business and Industrial Marketing, 10 (5), 35-46.
76. Young, Louise, and Sara Denize (1999), “A Measure for Managers of Commitment,” Paper presented at the Proceedings of the Fifteenth IMP Conference, University College, Dublin, September.
77. Young, Louise, and Sara Denize, and Ian Wilkinson (1997), “The Space Between: Towards a Typology of Interfirm Relations Business,” Journal of Business to Business Marketing, 4 (2), 54-97.
78. Zaltman, Gerald, and Christine Moorman (1988), “The Importance of Personal Trust in the Use of Research,” Journal of Advertising Research, 28 (October-November), 16-24.