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Work climate and customer satisfaction: The role of trust in the retail context

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  • Lam, Long W
  • Lau, Dora C

Abstract

We propose that a trust climate will help the employee–customer interface in the retail context. Specifically, we argue that a work climate that is based on trust induces the exercise of discretion by retail managers and discretionary behavior by front-line staff. Managerial and staff discretion is necessary for retail stores to become locally responsive, as store responsiveness is linked to customer satisfaction. Our propositions are derived from interpersonal trust and social exchange theories. The use of a trust climate to analyse the antecedents of customer satisfaction offers another theoretical perspective to study the interface dynamics between employees and customers and thus this paper contributes to ‘linkage research.’

Suggested Citation

  • Lam, Long W & Lau, Dora C, 2008. "Work climate and customer satisfaction: The role of trust in the retail context," Journal of Management & Organization, Cambridge University Press, vol. 14(2), pages 141-154, May.
    • Handle: RePEc:cup:jomorg:v:14:y:2008:i:02:p:141-154_00
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    Cited by:

    1. Bilgihan, Anil & Madanoglu, Melih & Ricci, Peter, 2016. "Service attributes as drivers of behavioral loyalty in casinos: The mediating effect of attitudinal loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 14-21.
    2. Lai, Jennifer Y.M. & Chan, K.W. & Lam, Long W., 2013. "Defining who you are not: The roles of moral dirtiness and occupational and organizational disidentification in affecting casino employee turnover intention," Journal of Business Research, Elsevier, vol. 66(9), pages 1659-1666.
    3. Long Lam & Raymond Loi & Carol Leong, 2013. "Reliance and disclosure: How supervisory justice affects trust in supervisor and extra-role performance," Asia Pacific Journal of Management, Springer, vol. 30(1), pages 231-249, March.
    4. Rachid Zeffane, 2012. "Does employee satisfaction with communication affect trust? Longitudinal evidence from an Australian study," International Journal of Business Performance Management, Inderscience Enterprises Ltd, vol. 13(1), pages 60-74.
    5. Lim Sanny & Edi Abdurachman & Boto Simatupang & Pantri Heriyati, 2017. "Franchising Performance from Franchisee Perspective: Case in Education Franchising in Indonesia," Global Business Review, International Management Institute, vol. 18(3), pages 605-616, June.

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