The differences between business trust and personal trust are often overlooked as the underlying mechanisms of social capital, which firms and their customers can draw upon to navigate a turbulent marketplace. Specifically, the authors find business and personal trust have distinct positive...

While few scholars debate the importance of doing things to improve the quality of the buyer-seller relationship, little is known about what salespeople can do after the point of the initial sale to enhance customer satisfaction and trust. On the basis of extensive exploratory interviews across...