文章基本信息

标题：Um estudo sobre a confiança, o valor e a lealdade do consumidor em uma concessionária de veículos
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作者：Lasier Gorziza de Souza ; Gabriel Sperandio Milan ; Celso Augusto de Matos 等
期刊名称：Análise
印刷版ISSN：1516-2680
电子版ISSN：1980-6302
出版年度：2012
卷号：23
期号：2
页码：155-168
语种：Portuguese
出版社：Faculdade de Administra??o, Contabilidade e Economia, Pontifícia Universidade Católica do Rio Grande do Sul
摘要：The study intended to examine, from the theoretical model proposed by Sirdeshmukh, Singh e Sabol (2002), the interdependent relationship among the Operational Competence, Operational Benevolence and Problem-solving Orientation constructs as two Trust facets dimensions forming; Trust in Management Policies and Practices (MPPs) and Trust in Frontline Employees (FLE); (Perceived) Value and consumer Loyalty in the context of retail services at the car dealership located in Serra Gaucha. For this, a survey was implemented, resulting in a sample of 235 respondents. Data were analyzed by means of Structural Equation Modeling techniques. The results support a three dimensional view of Trust evaluations, through Operational Competence, Operational Benevolence and Problem-solving Orientation dimensions. Trust in FLE played a critical role in relation to the Trust in MPPs and consumer Loyalty, suggesting the Trust as an one-dimensional construct, and not two-dimensional, and antecedent of consumer Loyalty.
关键词：Relationship Marketing. Trust. Value. Loyalty.;Marketing de Relacionamento. Confiança. Valor. Lealdade.