Year: 2011
Type: dissertation
Abstract: This research aims at seizing and interpreting as many dimensions of trust and responsibility in the service dyad, as possible.The focus is the service encounters when a self-service device could be used by the customer.Thus, the notions of trust and responsibility are treated both individually and together.In order to reach the goal of this study, three cases have been analyzed: a furniture company, a library and an airline company.Qualitative interviews have been conducted with both the companies' agents and a sample of the companies' customers.In the data analysis, different aspects of trust and responsibility have been shown, making use of three criteria: choice, awareness and subjectivity and control.In the end, it appears that the two concepts connect and influence each other, but the companies' control over the customer's actions that comes into sight suggests that the asymmetry of the customercompany relationship is still present.
Author: Laura Elena Miron
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W800976461