TITLE

BUILDING TRUST THROUGH COMMITTED EMPLOYEES

AUTHOR(S)
Larson, John A.; Sasser, W. Earl
PUB. DATE
September 2000
SOURCE
Marketing Management;Fall2000, Vol. 9 Issue 3, p40
SOURCE TYPE
Periodical
DOC. TYPE
Article
ABSTRACT
A recent study of PNC Bank customers reveals some interesting insights into the financial dimensions of a trust relationship. Since there is a high correlation between good customer relationships and superior financial performance, companies would be well advised to employ strategies to foster trust. In fact, it is the actions of your employees (more specifically their ability to successfully resolve problems and manage relationships with customers) that produce the types of trust relationships described in an article by Christopher Hart and Michael Johnson in Marketing Management, Spring 1999.
ACCESSION #
4510819

 

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