题名

Influence of System Trust on Customer Loyalty: The Mediating Effect of Organizational and Interpersonal Trust

并列篇名

系統信任對顧客忠誠之影響：組織信任與人際信任之中介效果

作者

王昭雄(Jau-Shyong Wang)

关键词

系統信任 ； 組織信任 ； 人際信任 ； 顧客忠誠 ； System Trust ； Organizational Trust ； Interpersonal Trust ； Customer Loyalty

期刊名称

管理與系統

卷期/出版年月

17卷3期（2010 / 07 / 01）

页次

425 - 447

内容语文

英文
中文摘要

Many marketing studies have shown that customer trust towards a company and its representatives can influence customer loyalty. This study establishes different types of the trust theory model, which contains system trust, organizational trust and interpersonal trust. This model combines customer loyalty with an integrated causal relationship model to examine mutual influencing relationships among variables. This study adopts direct selling distributors as subjects and collects 252 valid questionnaires. The Partial Least Squares (PLS) method is applied. Analytical results indicate that system trust positively affects customer loyalty (p＜0.05). Similarly, organizational trust (p＜0.001) and interpersonal trust (p＜0.05) have mediating effects between system trust and customer loyalty.
英文摘要

Many marketing studies have shown that customer trust towards a company and its representatives can influence customer loyalty. This study establishes different types of the trust theory model, which contains system trust, organizational trust and interpersonal trust. This model combines customer loyalty with an integrated causal relationship model to examine mutual influencing relationships among variables. This study adopts direct selling distributors as subjects and collects 252 valid questionnaires. The Partial Least Squares (PLS) method is applied. Analytical results indicate that system trust positively affects customer loyalty (p＜0.05). Similarly, organizational trust (p＜0.001) and interpersonal trust (p＜0.05) have mediating effects between system trust and customer loyalty.
主题分类 基礎與應用科學 > 統計
社會科學 > 財金及會計學
社會科學 > 管理學
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被引用次数
  1. 蔡靜依(2018)。貿易商與交易夥伴間的關係建立與關係維繫：知識、信任與控制。中原大學企業管理學系學位論文。2018。1-113。 
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