• Corpus ID: 149340597

Trust in customer service provider relationship : a qualitative research [Confiance Dans La Relation Consommateur – Prestataire De Service : Une Analyse Du Discours Du Personnel En Contact]

@inproceedings{Gatfaoui2001TrustIC,
  title={Trust in customer service provider relationship : a qualitative research [Confiance Dans La Relation Consommateur – Prestataire De Service : Une Analyse Du Discours Du Personnel En Contact]},
  author={Sh{\'e}razade Gatfaoui},
  year={2001},
  url={https://api.semanticscholar.org/CorpusID:149340597}
}

• Shérazade Gatfaoui
• Published 22 May 2001
• Business, Psychology

The social interactions between customers and salespersons are a leading characteristic of the marketing of services. From relationship approach, an exploratory study was conducted among a bank, to analyse the consumer – salesperson relationship. We used an original method imported from social psychology : propositional analysis of speech. It allows a better understanding of salespersons perception and facilitates the emerging of « invisible » speech elements. This study identifies the role of… 

The social interactions between customers and salespersons are a leading characteristic of the marketing of services. From relationship approach, an exploratory study was conducted among a bank, to analyse the consumer – salesperson relationship. We used an original method imported from social psychology : propositional analysis of speech. It allows a better understanding of salespersons perception and facilitates the emerging of « invisible » speech elements. This study identifies the role of the salespersons and shows different forms and determinants of trust in this relation.