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dc.contributor.authorMal, Carmen*
dc.contributor.authorDavies, Gary*
dc.contributor.authorDiers-Lawson, Audra*
dc.date.accessioned2018-11-13T11:50:18Z
dc.date.available2018-11-13T11:50:18Z
dc.date.issued2018-09-27
dc.identifier.citationMal, J., Davies, G. & Diers-Lawson, A. (2018). Through the looking glass: the factors that influence consumer trust and distrust in brands, Psychology & Marketing, 35(12).
dc.identifier.issn0742-6046
dc.identifier.doi10.1002/mar.21146
dc.identifier.urihttp://hdl.handle.net/10034/621553
dc.descriptionThis is the peer reviewed version of the following article: Mal, J., Davies, G. & Diers-Lawson, A. (2018). Through the looking glass: the factors that influence consumer trust and distrust in brands, Psychology & Marketing, 35(12), which has been published in final form at https://dx.doi.org/10.1002/mar.21146. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Self-Archiving
dc.description.abstractThis paper aims to identify the factors responsible for creating brand trust and brand distrust among consumers. It uses a grounded theory approach to guide the conduct and analysis of 20 semi-structured interviews that yielded 120 descriptions of consumer-brand interactions. The 3 stage model that emerged shows a process whereby consumers prioritize product/service quality information and subsequently consider how the company behind the brand behaves towards consumers in the name of the brand, specifically behaviors signalling its integrity and benevolence. Finally, consumers consider characteristics of the company behind the brand (e.g. its financial status) and how it behaves in its own name towards other stakeholder groups (e.g. employees). The process for distrust mirrors that for trust, implying the two are polar opposites. The data also show that trust and distrust in a brand can co-exist but within separate domains.
dc.language.isoenen
dc.publisherWiley
dc.relation.urlhttps://onlinelibrary.wiley.com/doi/full/10.1002/mar.21146
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/en
dc.subjectbrand trust
dc.subjectbrand distrust
dc.subjecttrust creation
dc.subjectdistrust creation
dc.subjectgrounded theory
dc.titleThrough the looking glass: the factors that influence consumer trust and distrust in brands
dc.typeArticle
dc.identifier.eissn1520-6793
dc.identifier.journalPsychology & Marketingen
dc.date.accepted2018
or.grant.openaccessYesen
rioxxterms.funderUnfundeden_US
rioxxterms.identifier.projectUnfundeden_US
rioxxterms.versionAMen_US
rioxxterms.licenseref.startdate2020-09-27


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