Guenzi, Paolo; Johnson, Michael D.; Castaldo, Sandro - In: Journal of Service Management 20 (2009) 3, pp. 290-316
Purpose – The purpose of this paper is to develop and test a comprehensive model of customer trust in a retail service … least square (PLS) on a sample of 393 customers of an Italian supermarket retailer, a model linking customer trust (in the … (salespeople's trustworthiness, store environment, store assortment, and communications) is estimated on the various trust levels …