La confianza del consumidor en el minorista: desarrollo y contraste de un modelo conceptual

Abstract

In this paper the concept of trust in exchange relationships is analysed, exposing a conceptual model in the context of consumer-retailer relationships. Several measures of trust dimensions are developed, and the proposed trust model is tested through a confirmatory factor analysis of higher order. A sample of 736 units was selected, and data were collected through personal interviewing. Finally, we conclude the importance of trust for retailers and derive strategic and tactical implications for business management.