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Article
Publication date: 12 September 2016

Jyh-Jeng Wu, Ying-Hueih Chen, Shu-Hua Chien and Wei-Kuang Wu

The purpose of this paper is to apply trust perspective and attachment theory and determined that relational embeddedness, anxiety attachment, and avoidance attachment are major…

1166

Abstract

Purpose

The purpose of this paper is to apply trust perspective and attachment theory and determined that relational embeddedness, anxiety attachment, and avoidance attachment are major factors influencing the trust of tenants in owners/developers of shopping centers. The authors also examined whether tenants transfer this trust to new shopping center developers and the consequent effect on relational performance.

Design/methodology/approach

This research was empirically based on primary data collected from new shopping center developers and the consequent effect on relational performance. Structure equation modeling was employed to verify and validate the research model.

Findings

Data collected from 250 shopping center tenants were analyzed, and the findings indicate that relational embeddedness, anxiety attachment, and avoidance attachment positively affect the trust of store tenants in the owners or developers of shopping centers. Furthermore, the authors determined that trust in existing shopping center developers was transferred to new shopping center developers, which consequently enhanced relational performance.

Originality/value

The findings contribute to trust transfer research and provide actionable guidelines to organizations intending to provide intermediary business services.

Details

Journal of Service Theory and Practice, vol. 26 no. 5
Type: Research Article
ISSN: 2055-6225

Keywords

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Article
Publication date: 11 January 2016

Ying-Hueih Chen, Jyh-Jeng Wu and Shu-Hua Chien

The purpose of this paper is to incorporate social exchange theory to elaborate on the antecedents that underlie consumers’ trust of innovative financial product providers. In…

1794

Abstract

Purpose

The purpose of this paper is to incorporate social exchange theory to elaborate on the antecedents that underlie consumers’ trust of innovative financial product providers. In particular, this study investigates the mediating role of positive moods in stimulating customer trust.

Design/methodology/approach

The research model was tested using data collected from 440 elite customers from top-ten financial holding companies in Taiwan. Structure equation modeling was employed to verify and validate the research model.

Findings

The findings suggest that initial trust and customer involvement significantly and positively impact customer moods. In addition, customer initial trust, involvement, and positive moods significantly influence customers’ trusting belief of service providers.

Research limitations/implications

This study focussed on the financial services industry only. While this industry represents an ideal new product development context, future research is needed to test the theory in different industries.

Practical implications

The research findings advance the understanding of how to successfully build customer trust for innovative products.

Originality/value

Current research unfolds the impact of customer involvement on trust development and supplements existing trust study findings by examining the mediating effect of positive mood on trust development through quantitative research. The research findings increase the understanding of how customers develop trust with service provider.

Details

Journal of Service Theory and Practice, vol. 26 no. 1
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 31 May 2013

Ying‐Hueih Chen, Jyh‐Jeng Wu and Hsin‐Tzu Chang

The purpose of this research is to investigate the impact of causal attributions (locus, stability, and controllability attributes) on trust violations and the coping strategies…

2562

Abstract

Purpose

The purpose of this research is to investigate the impact of causal attributions (locus, stability, and controllability attributes) on trust violations and the coping strategies (affective, functional, and informational initiatives) involved in trust repair on building positive moods within the context of e‐commerce.

Design/methodology/approach

The research model is tested using data collected from 513 active e‐shoppers. Structure equation modeling is employed to verify and validate the research model.

Findings

Results show that strategies for repairing trust are effective in building positive moods among consumers, while causes of negative events have a negative impact on consumer mood. Furthermore, positive moods significantly influence the rebuilding of consumer trust. This research demonstrates that positive mood is an important mediator in trust repair.

Practical implications

The research results provide insight into how e‐vendors can ease the tension associated with trust‐related disputes.

Originality/value

This study represents one of the few attempts to integrate the attribution theory with trust research and to outline the strategies of post‐encounter trust rebuilding process following a trust violation.

Details

Internet Research, vol. 23 no. 3
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 8 July 2014

Che-hui Lien, Jyh-Jeng Wu, Ying-Hueih Chen and Chang-Jhan Wang

The purpose of this paper is to examine the effect of service quality (interaction, physical environment, and outcome quality) on trust, to investigate the trust transfer in the…

2440

Abstract

Purpose

The purpose of this paper is to examine the effect of service quality (interaction, physical environment, and outcome quality) on trust, to investigate the trust transfer in the healthcare industry, to explore the moderating effects of image congruence and switching costs on the trust transfer, and to assess the effect of trust on patients’ willingness of recommendation.

Design/methodology/approach

The research model was tested using data collected from 483 inpatients in 15 medium-to-large hospitals in Taiwan. Structure equation modeling with the latent interaction effect was employed to verify and validate the research model.

Findings

The outcomes show that interaction quality and outcome quality positively influence patients’ trust in the original hospital. But the effect of environment quality on trust is not significant. Patients’ trust in the original hospital positively affects their trust in its allied hospitals. Furthermore, image congruence positively moderates the trust transfer. However, switching costs do not appear to moderate the trust transfer. The results also confirm that trust in the original hospital and its allied hospitals positively affect patients’ willingness to recommend allied hospitals.

Research limitations/implications

Due to the chosen research approach, the 15 hospitals cannot represent all hospitals in Taiwan and the research outcomes may lack generalizability.

Practical implications

The research results provide insight into how a hospital can improve and manage patients’ trust and the trust transfer.

Originality/value

This study represents one of the few that empirically investigates trust and trust transfer in the healthcare industry and examines the moderating effects of image congruence and switching costs on the trust transfer.

Details

Managing Service Quality, vol. 24 no. 4
Type: Research Article
ISSN: 0960-4529

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