How industry and occupational stereotypes shape consumers' trust, value and loyalty judgments concerning service brands
ID Gidaković, Petar (Author), ID Žabkar, Vesna (Author)

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Purpose – Longitudinal studies have shown that consumer satisfaction has increased over the last 15 years, whereas trust and loyalty have decreased during the same period. This finding contradicts the trust–value–loyalty model (TVLM), which posits that higher satisfaction increases consumers’ trust, value and loyalty levels. To explain this counterintuitive trend, this study draws on models of trust formation to integrate the stereotype content model and the TVLM. It argues that consumers’ occupational and industry stereotypes influence their trust, value and loyalty judgments through their trusting beliefs regarding frontline employees and management practices/policies. Design/methodology/approach – The study was conducted among 476 consumers who were randomly assigned to one of five service industries (apparel retail, airlines, hotels, health insurance or telecommunications services) and asked to rate their current service provider from that industry. Findings –The results suggest that both occupational and industry stereotypes influence consumers’ trusting beliefs and trust judgments, although only the effects of industry stereotypes are transferred to consumers’ loyalty judgments. Research limitations/implications – The results of the study indicate that industry stereotypes have become increasingly negative over the last decades, which has a dampening effect on the positive effects of satisfaction. Practical implications – This study provides guidelines for practitioners regarding the management of frontline employees and the development of consumer trust, value and loyalty. Originality/value – This is the first study to propose and test an explanation for the counterintuitive trend concerning customer satisfaction, trust and loyalty. It is also the first to examine the roles of multiple stereotypes in the relationship between consumers and service providers.

Keywords:marketing, services, brands, trust, consumer behaviour, occupational stereotypes, service industry stereotypes, consumer trust, consumer loyalty, frontline employees, service brands, satisfaction
Work type:Article
Typology:1.01 - Original Scientific Article
Organization:EF - School of Economics and Business
Publication status:Published
Publication version:Version of Record
Number of pages:Str. 92-113
Numbering:Vol. 32, no. 6
PID:20.500.12556/RUL-133691 This link opens in a new window
ISSN on article:1757-5818
DOI:10.1108/JOSM-12-2020-0447 This link opens in a new window
COBISS.SI-ID:82308099 This link opens in a new window
Publication date in RUL:09.12.2021
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Record is a part of a journal

Title:Journal of service management
Shortened title:J. serv. manag.
COBISS.SI-ID:515398425 This link opens in a new window


License:CC BY 4.0, Creative Commons Attribution 4.0 International
Description:This is the standard Creative Commons license that gives others maximum freedom to do what they want with the work as long as they credit the author.

Secondary language

Keywords:trženje, storitve, blagovne znamke, zaupanje, vedenje potrošnikov


Funder:ARRS - Slovenian Research Agency
Project number:P5-0128
Name:Izzivi vključujočega in trajnostnega razvoja v prevladujoči paradigmi ekonomskih in poslovnih znanosti

Funder:ARRS - Slovenian Research Agency
Project number:N5-0084
Name:Spremljanje preferenc potrošnikov skozi potrošniške stereotipe

Funder:Other - Other funder or multiple funders
Funding programme:University of Ljubljana, School of Economics and Business

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