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World class computing and information science research at Strathclyde...

The Strathprints institutional repository is a digital archive of University of Strathclyde's Open Access research outputs. Strathprints provides access to thousands of Open Access research papers by University of Strathclyde researchers, including by researchers from the Department of Computer & Information Sciences involved in mathematically structured programming, similarity and metric search, computer security, software systems, combinatronics and digital health.

The Department also includes the iSchool Research Group, which performs leading research into socio-technical phenomena and topics such as information retrieval and information seeking behaviour.

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Trust in industrial service relationships : behavioral consequences, antecedents and the moderating effect of the duration of the relationship

Gounaris, Spiros and Venetis, Karin (2002) Trust in industrial service relationships : behavioral consequences, antecedents and the moderating effect of the duration of the relationship. Journal of Services Marketing, 16 (7). pp. 636-655. ISSN 0887-6045

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Abstract

Building on previous studies which suggested that trust is a critical factor in facilitating exchange relationships, the authors investigate with empirically derived data the role of service quality and customer bonding as antecedents of trust in relatively newer vis-à-vis a relatively mature relationship between the provider of business-to-business services and the client. The findings presented here show that the time element is critical to the effect that both service quality and successful customer bonding bear in trust development. Furthermore, the results of the study suggest that not all dimensions of the quality of the service offered by the provider contribute equally in the provider’s trustworthiness. Similarly, specific customer bonding techniques foster the extent to which the client trusts the service provider while others do not have an impact on the trustworthiness of the provider.