TITLE

MEASUREMENT OF TRUST IN SALESPERSON-CUSTOMER RELATIONSHIPS IN DIRECT SELLING

AUTHOR(S)
Young, Louise; Albaum, Gerald
PUB. DATE
June 2003
SOURCE
Journal of Personal Selling & Sales Management;Summer2003, Vol. 23 Issue 3, p253
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
No readily available scales exist that are appropriate to the measurement of trust in direct selling. This paper presents a conceptualization of trust that focuses on its nature and presents it as an affect--that is, a combination of attitudes and emotions. To develop a scale that reflects this approach, a two-country study is conducted looking at the perceptions of buyers regarding the trust they place in direct selling salespeople. Three distinct measures of trust and two related measures, based on scales developed for use in contexts other than direct selling, ate utilized. The measurement properties of all five are shown to be adequate; however, differences are apparent in their robustness and in the pattern of responses in the two countries. Moreover, one measure (Trust 3) clearly is inferior to the other measures. The paper concludes with a discussion of the effectiveness of these measures of trust and suggestions for future refinements to them.
ACCESSION #
12111387

 

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