The Role of Trust in Customer Relationship Management: An Example to Financial Services Industry_

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題名：	The Role of Trust in Customer Relationship Management: An Example to Financial Services Industry
書刊名：	Asia Pacific Management Review
作者：	Law, Monica／Wong, Y. H.／Lau, Theresa
出版日期：	2005
卷期：	10:4
頁次：	頁267-274
主題關鍵詞：	Customer relationship management；Relationship ties；Trust
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(5) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:5 共同引用:42 點閱:29

Many of the research studies have previously examined the importance of trust and its association with other constructs. This kind of trust investigations is important because it is the first step in identifying key constructs in the development of trust. However, trust is multi-dimensional. Trust research should not be just about the examination of causal relationships with different constructs. This paper aims at studying the multidimensional aspects of trust in various relational ties. The focus is on the way of using trust and its association with the related relationship resources. The discussion provides better understanding about trust and relationship ties for formulating various relational strategies, which are the key issues in customer relationship management.

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