This paper will discuss the phenomenon Mystery Shopping in the field of customer satisfaction measurement techniques … measurement methods like customer satisfaction measurement with use of questionnaires. Some of the first results of the Mystery …

. We also find that satisfaction has a smaller effect among members of the loyalty program, while our results also reveal …

-sulted in a purchase. Search behavior, product familiarity and trust appear to be useful determinants of purchase of complex …

There is a tendency to see trust and control by formal agreements as substitutes. According to transaction cost … economics trust is unreliable, and some form of control is needed to reduce hazards of opportunism. According to others, high … trust allows for a limited extent of formal control. Formal control signals distrust and thereby evokes reciprocal distrust …

In this article, we discuss the evolution of trust, distrust, and formal coordination and control in … interorganizational relationships. We suggest that the degrees to which managers trust and distrust their partners during initial stages … derives from the impact of trust and distrust on: (1) formal coordination and control; (2) interorganizational performance …

designs do not suffice in attenuating opportunism and have to be complemented by trust building. Drawing on insights from … by a principle of enlightened self-interest, trust is built via mutual relational signalling. Partners voluntarily and … design embedded in an institutional environment and atmosphere is a necessary flank for a trust building process to work …

. Implications for research on facial characteristics, trust, and relationship theories are discussed. …