Abstract
| Original language | English |
|---|---|
| Pages (from-to) | 440-448 |
| Number of pages | 9 |
| Journal | Journal of Business Research |
| Volume | 109 |
| Early online date | 28 Dec 2019 |
| DOIs | |
| Publication status | E-pub ahead of print - 28 Dec 2019 |
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Keywords
- Trust
- Customer trust
- Trust recovery
- Trust repair
- Grounded theory
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A grounded theory study of factors and conditions associated with customer trust recovery in a retailer. / Bozic, Branko; Siebert, Sabina; Martin, Graeme.
In: Journal of Business Research, Vol. 109, 03.2020, p. 440-448.Research output: Contribution to journal › Article
TY - JOUR
T1 - A grounded theory study of factors and conditions associated with customer trust recovery in a retailer
AU - Bozic, Branko
AU - Siebert, Sabina
AU - Martin, Graeme
PY - 2019/12/28
Y1 - 2019/12/28
N2 - Although in recent years academic interest in trust repair following a breach has grown significantly, we still know very little about how trust repair happens and in what contexts. This study focuses on customer trust repair following a major food adulteration scandal. Through a grounded theory study of customer experiences of real-life trust breakdown and recovery, we identify four factors (absence of further transgressions, positive personal experience with the retailer, the retailer’s normal functioning, and the normal behavior of other customers) and three contextual conditions (passage of time, institutional context, and immediate trust repair strategies) associated with customers’ trust recovery in food retailers. In addition, we show that trust recovery is not necessarily a direct result of the trustee’s trust repair activities, as theorized previously, before discussing the implications of our findings for theory and practice.
AB - Although in recent years academic interest in trust repair following a breach has grown significantly, we still know very little about how trust repair happens and in what contexts. This study focuses on customer trust repair following a major food adulteration scandal. Through a grounded theory study of customer experiences of real-life trust breakdown and recovery, we identify four factors (absence of further transgressions, positive personal experience with the retailer, the retailer’s normal functioning, and the normal behavior of other customers) and three contextual conditions (passage of time, institutional context, and immediate trust repair strategies) associated with customers’ trust recovery in food retailers. In addition, we show that trust recovery is not necessarily a direct result of the trustee’s trust repair activities, as theorized previously, before discussing the implications of our findings for theory and practice.
KW - Trust
KW - Customer trust
KW - Trust recovery
KW - Trust repair
KW - Grounded theory
U2 - 10.1016/j.jbusres.2019.12.032
DO - 10.1016/j.jbusres.2019.12.032
M3 - Article
VL - 109
SP - 440
EP - 448
JO - Journal of Business Research
JF - Journal of Business Research
SN - 0148-2963
ER -