Influence of System Trust on Customer Loyalty: The Mediating Effect of Organizational and Interpersonal Trust_

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題名：	Influence of System Trust on Customer Loyalty: The Mediating Effect of Organizational and Interpersonal Trust
書刊名：	管理與系統
作者：	王昭雄
作者(外文)：	Wang, Jau-shyong
出版日期：	2010
卷期：	17:3
頁次：	頁425-447
主題關鍵詞：	系統信任；組織信任；人際信任；顧客忠誠；System trust；Organizational trust；Interpersonal trust；Customer loyalty
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:1 共同引用:0 點閱:19

許多行銷上的研究指出，顧客對公司及公司代理人的信任度，會影響顧客的忠誠度。本研究建構不同層次的信任理論模式（含系統信任、組織信任、人際信任），與顧客忠誠度建構成爲整合性因果關係模式，藉以探討各變項間之交互影響關係。本研究以直銷商爲實證對象，蒐集了252 份有效樣本，並以最小平方法(Partial Least Squares; PLS)進行實證，結果顯示各層次信任對顧客忠誠度具有正向影響(p<0.05)，同時系統信任對顧客忠誠的影響中，組織信任(p<0.001)、人際信任(p<0.05)具有中介效果。

以文找文

Many marketing studies have shown that customer trust towards a company and its representatives can influence customer loyalty. This study establishes different types of the trust theory model, which contains system trust, organizational trust and interpersonal trust. This model combines customer loyalty with an integrated causal relationship model to examine mutual influencing relationships among variables. This study adopts direct selling distributors as subjects and collects 252 valid questionnaires. The Partial Least Squares (PLS) method is applied. Analytical results indicate that system trust positively affects customer loyalty (p<0.05). Similarly, organizational trust (p<0.001) and interpersonal trust (p<0.05) have mediating effects between system trust and customer loyalty.

以文找文

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研究報告
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圖書
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圖書論文
1.	Chin, Wynne W.(1998)。The partial least squares approach for structural equation modeling。Modern Methods for Business Research。Lawrence Erlbaum Associates, Inc.。

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