Husni Kharouf

Trustworthiness and trust: influences and implications

Abstract This paper frames trustworthiness as the key upstream construct of trust and recognises that trust operates at two levels in services relationships, with a number of key drivers that are mediated by trustworthiness. Our findings are supported by survey data from customers of UK financial services, with the data points captured over a number of years which allow for fluctuations in trust level. Empirically we find that trustworthiness impacts both the cognitive and affecting dimensions of trust, with the impact being greatest on cognitive trust. As a result of our findings it is possible for practitioner to implement policies to not only build trust but also deal with issues where there is a need to rebuild it, as in the case of our research setting.

Building trust by signaling trustworthiness in service retail

Purpose – The purpose of this paper is to investigate the role of retailer trustworthiness in driving customer trust and the subsequent impact on loyalty. The authors position trustworthiness as a mediator in the link between retail strategies and the development of trust. They model customer loyalty to the service retailer as a function of the trust created through trustworthy perceptions. Design/methodology/approach – The authors validate their model using 420 survey responses from customers in a service retail setting. Nine research hypotheses were tested using structural equation modeling. Alternate models are estimated, and the results provide support for the theory-based trustworthiness mediation model. Findings – Trustworthy behaviors first build trustworthiness, which then translates into customer trust and ultimately has a positive impact on both behavioral and attitudinal loyalty. Research limitations/implications – The research highlights the importance for retailers to signal their trustworthi...

The components of trustworthiness for higher education: a transnational perspective

Despite the strong theoretical foundation for the role of trustworthiness in building buyer–seller relationships, a lack of empirical evidence exists to validate the importance of trustworthiness in the Higher Education (HE) sector. Our research examines the drivers of trustworthiness across two distinct cultures – the UK and India, providing a significant contribution to the body of knowledge by understanding the role and nature of trustworthiness within HE. The results of the proposed model offer important insights into the process of understanding trustworthiness within the HE sector. First we establish the importance for HE institutes of building trustworthiness. Next, we empirically validate trustworthiness using data from two countries, and finally we confirm the vnproposed model using two sampling points, and provide directions for practitioners and theorists alike.

Leisure consumption in cricket: devising a model to contrast forms and time preferences

A large body of research exists on the motivation to follow sporting and leisure events. However, the main focus of these studies has been on those who attend events (direct consumers). Little research has extended the investigation of sporting and leisure consumption to include those who consume sport by other means such as the media (indirect consumers) and their scheduling preferences. With the growth of indirect consumption and its importance from both a finance and marketing perspective, this is an area of increasing interest in sports and leisure management. The purpose of this paper is to examine the consumption of sport in the UK and time and form preferences of spectators. We develop and validate a four-dimensional model to measure spectators’ consumption, empirically testing it using 632 questionnaires in the context of cricket. Our findings show that although there was a stronger preference for direct consumption, there was a greater engagement in indirect consumption forms. A number of these activities, such as following the sport on the Internet are peripheral to the actual game and complement consumption of the match. A further finding of the research was that weekend consumption was most favoured by those who were more involved in the sport as club members. They expressed a stronger preference for Friday evening and Sunday scheduling for two different competitions.