An Examination of the Role of Customer Attributions in Understanding Trust Loss and Recovery in Buyer-Seller Relationships

Trust is an important factor in the development and maintenance of relationships between buyers and sellers. In this paper, trust between buyers (in this case, purchasing managers) and sellers (represented by salespeople) is examined in situations where a loss of trust occurs following a delivery fa...

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Bibliographic Details
Published in:Supply chain forum 2005-01, Vol.6 (2), p.68-80
Main Author: Mallalieu, Lynnea
Format: Article
Language:English
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Summary:Trust is an important factor in the development and maintenance of relationships between buyers and sellers. In this paper, trust between buyers (in this case, purchasing managers) and sellers (represented by salespeople) is examined in situations where a loss of trust occurs following a delivery failure. Customer attributions play a key role in determining how trust is affected following a failure and how trust can best be restored. Hypotheses are developed and tested using a two-step design with replication and extension using actual purchasing managers. Findings and managerial implications are discussed.
ISSN:1625-8312
1624-6039
DOI:10.1080/16258312.2005.11517149