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Trust in customer service provider relationship : a qualitative research
[Confiance Dans La Relation Consommateur – Prestataire De Service : Une Analyse Du Discours Du Personnel En Contact]

Author

Listed:
  • Shérazade Gatfaoui

    (IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12)

Abstract

The social interactions between customers and salespersons are a leading characteristic of the marketing of services. From relationship approach, an exploratory study was conducted among a bank, to analyse the consumer – salesperson relationship. We used an original method imported from social psychology : propositional analysis of speech. It allows a better understanding of salespersons perception and facilitates the emerging of « invisible » speech elements. This study identifies the role of the salespersons and shows different forms and determinants of trust in this relation.

Suggested Citation

  • Shérazade Gatfaoui, 2001. "Trust in customer service provider relationship : a qualitative research [Confiance Dans La Relation Consommateur – Prestataire De Service : Une Analyse Du Discours Du Personnel En Contact]," Post-Print hal-01422160, HAL.
    • Handle: RePEc:hal:journl:hal-01422160
    Note: View the original document on HAL open archive server: https://hal.science/hal-01422160
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