Antecedents of the client’s trust in low- versus high-consequence decisions
Autor(a) principal: | |
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Data de Publicação: | 2015 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Institucional da UFRGS |
Texto Completo: | http://hdl.handle.net/10183/187318 |
Resumo: | Purpose – The purpose of this study is to address the role of high- and low-consequence exchanges in the relationship between trust and its antecedents (i.e., affective and cognitive elements) and consequences (i.e., positive WOM and search for second opinion intentions) in the context of the provision of medical services. Design/methodology/approach – We performed a survey with 681 patients from a large hospital. The data were analyzed through a multigroup structural equation approach. Findings – Findings show that during service encounters affective aspects have greater impact on consumer trust in situations of high-consequence than in low-consequence exchanges, while cognitive aspects have greater impact when consequences are low than when they are high. In addition, the authors found that the more severe the consequences, the greater the impact of trust on positive WOM and search for second opinion intentions. Originality/value – This study is the first to consider the exchange consequences as an important moderator of the relationship between trust and affection and cognition elements involved in client-service provider encounters. Overall, the findings show higher importance of affective aspects (compared to cognitive aspects) for the formation of trust, in situations in which the individual perceives the consequences of their exchanges as severe. |
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Terres, Mellina da SilvaSantos, Cristiane Pizzutti dosBasso, Kenny2018-12-22T04:06:46Z20150887-6045http://hdl.handle.net/10183/187318000973051Purpose – The purpose of this study is to address the role of high- and low-consequence exchanges in the relationship between trust and its antecedents (i.e., affective and cognitive elements) and consequences (i.e., positive WOM and search for second opinion intentions) in the context of the provision of medical services. Design/methodology/approach – We performed a survey with 681 patients from a large hospital. The data were analyzed through a multigroup structural equation approach. Findings – Findings show that during service encounters affective aspects have greater impact on consumer trust in situations of high-consequence than in low-consequence exchanges, while cognitive aspects have greater impact when consequences are low than when they are high. In addition, the authors found that the more severe the consequences, the greater the impact of trust on positive WOM and search for second opinion intentions. Originality/value – This study is the first to consider the exchange consequences as an important moderator of the relationship between trust and affection and cognition elements involved in client-service provider encounters. Overall, the findings show higher importance of affective aspects (compared to cognitive aspects) for the formation of trust, in situations in which the individual perceives the consequences of their exchanges as severe.application/pdfengJournal of services marketing. Bingley, UK. Vol. 29, n. 1, (2015), p. 26-37FidelizaçãoMarketing de relacionamentoMarketing de serviços de saúdeComportamento do consumidorServiços de saúdeHealthcareCustomer loyaltyService marketingTrustLoyaltyConsumer behaviorHigh-consequence decisionsPatient–physician relationshipAntecedents of the client’s trust in low- versus high-consequence decisionsEstrangeiroinfo:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/openAccessreponame:Repositório Institucional da UFRGSinstname:Universidade Federal do Rio Grande do Sul (UFRGS)instacron:UFRGSTEXT000973051.pdf.txt000973051.pdf.txtExtracted Texttext/plain74313http://www.lume.ufrgs.br/bitstream/10183/187318/2/000973051.pdf.txt62d0ddfe5abda3909091f611f956fecdMD52ORIGINAL000973051.pdfTexto completo (inglês)application/pdf232064http://www.lume.ufrgs.br/bitstream/10183/187318/1/000973051.pdf968f25fc02255ed34322b82cf5dbf925MD5110183/1873182018-12-23 04:05:14.632081oai:www.lume.ufrgs.br:10183/187318Repositório de PublicaçõesPUBhttps://lume.ufrgs.br/oai/requestopendoar:2018-12-23T06:05:14Repositório Institucional da UFRGS - Universidade Federal do Rio Grande do Sul (UFRGS)false |
dc.title.pt_BR.fl_str_mv |
Antecedents of the client’s trust in low- versus high-consequence decisions |
title |
Antecedents of the client’s trust in low- versus high-consequence decisions |
spellingShingle |
Antecedents of the client’s trust in low- versus high-consequence decisions Terres, Mellina da Silva Fidelização Marketing de relacionamento Marketing de serviços de saúde Comportamento do consumidor Serviços de saúde Healthcare Customer loyalty Service marketing Trust Loyalty Consumer behavior High-consequence decisions Patient–physician relationship |
title_short |
Antecedents of the client’s trust in low- versus high-consequence decisions |
title_full |
Antecedents of the client’s trust in low- versus high-consequence decisions |
title_fullStr |
Antecedents of the client’s trust in low- versus high-consequence decisions |
title_full_unstemmed |
Antecedents of the client’s trust in low- versus high-consequence decisions |
title_sort |
Antecedents of the client’s trust in low- versus high-consequence decisions |
author |
Terres, Mellina da Silva |
author_facet |
Terres, Mellina da Silva Santos, Cristiane Pizzutti dos Basso, Kenny |
author_role |
author |
author2 |
Santos, Cristiane Pizzutti dos Basso, Kenny |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Terres, Mellina da Silva Santos, Cristiane Pizzutti dos Basso, Kenny |
dc.subject.por.fl_str_mv |
Fidelização Marketing de relacionamento Marketing de serviços de saúde Comportamento do consumidor Serviços de saúde |
topic |
Fidelização Marketing de relacionamento Marketing de serviços de saúde Comportamento do consumidor Serviços de saúde Healthcare Customer loyalty Service marketing Trust Loyalty Consumer behavior High-consequence decisions Patient–physician relationship |
dc.subject.eng.fl_str_mv |
Healthcare Customer loyalty Service marketing Trust Loyalty Consumer behavior High-consequence decisions Patient–physician relationship |
description |
Purpose – The purpose of this study is to address the role of high- and low-consequence exchanges in the relationship between trust and its antecedents (i.e., affective and cognitive elements) and consequences (i.e., positive WOM and search for second opinion intentions) in the context of the provision of medical services. Design/methodology/approach – We performed a survey with 681 patients from a large hospital. The data were analyzed through a multigroup structural equation approach. Findings – Findings show that during service encounters affective aspects have greater impact on consumer trust in situations of high-consequence than in low-consequence exchanges, while cognitive aspects have greater impact when consequences are low than when they are high. In addition, the authors found that the more severe the consequences, the greater the impact of trust on positive WOM and search for second opinion intentions. Originality/value – This study is the first to consider the exchange consequences as an important moderator of the relationship between trust and affection and cognition elements involved in client-service provider encounters. Overall, the findings show higher importance of affective aspects (compared to cognitive aspects) for the formation of trust, in situations in which the individual perceives the consequences of their exchanges as severe. |
publishDate |
2015 |
dc.date.issued.fl_str_mv |
2015 |
dc.date.accessioned.fl_str_mv |
2018-12-22T04:06:46Z |
dc.type.driver.fl_str_mv |
Estrangeiro info:eu-repo/semantics/article |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10183/187318 |
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0887-6045 |
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000973051 |
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http://hdl.handle.net/10183/187318 |
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eng |
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eng |
dc.relation.ispartof.pt_BR.fl_str_mv |
Journal of services marketing. Bingley, UK. Vol. 29, n. 1, (2015), p. 26-37 |
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info:eu-repo/semantics/openAccess |
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openAccess |
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application/pdf |
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