Trustbasedrelationship-wisnudewobroto-150509040726-lva1-app6892.pdf
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@WisnuDewobroto
Trust { means
An expectancy held by an individual or a group that the word promise, verbal or written statement of another individual and group can be relied on
Trust !
Trust !
Inherently intangible nature of services, consumers paved the way for trust based relationship to reduce uncertainty and vulnerability and provide the foundation of service companies’ efforts to establish enduring, commitment and rich relationships with the customers
Trust based relationship model
Trust of Company
Trust Based?
Perceived competence
Perceived fairness
Trust among stakeholders
Partner relationship
•
Affective
•
Continuance
•
Normative
Trust { means
An expectancy held by an individual or a group that the word promise, verbal or written statement of another individual and group can be relied on
Trust !
Trust !
Inherently intangible nature of services, consumers paved the way for trust based relationship to reduce uncertainty and vulnerability and provide the foundation of service companies’ efforts to establish enduring, commitment and rich relationships with the customers
Trust based relationship model
Trust of Company
Trust Based?
Perceived competence
Perceived fairness
Trust among stakeholders
Partner relationship
•
Affective
•
Continuance
•
Normative
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