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1 results

  • Work climate and customer satisfaction: The role of trust in the retail context

  • Long W Lam, Dora C Lau
  • Journal:
    Journal of Management & Organization / Volume 14 / Issue 2 / May 2008
    Published online by Cambridge University Press:
    02 February 2015, pp. 141-154

  • We propose that a trust climate will help the employee–customer interface in the retail context. Specifically, we argue that a work climate that is based on trust induces the exercise of discretion by retail managers and discretionary behavior by front-line staff. Managerial and staff discretion is necessary for retail stores to become locally responsive, as store responsiveness is linked to customer satisfaction. Our propositions are derived from interpersonal trust and social exchange theories. The use of a trust climate to analyse the antecedents of customer satisfaction offers another theoretical perspective to study the interface dynamics between employees and customers and thus this paper contributes to ‘linkage research.’