"Спираль недоверия" и "спираль доверия" в розничной торговле: потребители как жертвы или союзники 
Френд Л., Костли К., Браун Ч.

Введение;
Метод исследования;
«Отвратительный опыт» Свити;
«Отвратительный опыт» Хелены;
Обсуждение историй;
Недоверие;
Эмоции;
Возмездие;
Самовосприятие;
Нисходящая «спираль недоверия» в бизнесе и обществе;
Нарушение эксплицитного доверия;
Нарушение имплицитного доверия (недоверие);
Восходящая «спираль доверия»;
Как добавить символы доверия;
Удаление символов недоверия;
Выводы и предложения для дальнейших исследований;

Ключевые слова: потребители, доверие, обслуживание клиентов, розничная торговля, воровство в магазинах

Аннотация

В статье описана обратная сторона тактики ретейлеров, направленной на предотвращение потерь от воровства в магазинах. Авторы указывают на недоверие персонала магазинов к клиентам, которое отталкивает последних и препятствует предоставлению услуг. В работе представлены концепции "спирали доверия" и "спирали недоверия", которые показывают, как недоверие разрушает, а доверие создает взаимоотношения и общность, а кроме того, предлагаются способы развития "спирали доверия".

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Френд Лоррейн

Сотрудница Школы менеджмента Вайкато Университета Вайкато.

Гамильтон, Новая Зеландия

Костли Кэролайн

Сотрудница Школы менеджмента Вайкато Университета Вайкато.

Гамильтон, Новая Зеландия

Браун Черис

Сотрудница Министерства по делам Тихоокеанских островов.

Манукау, Новая Зеландия