The paper aims to examine the antecedents of customer trust in salespersons.In particular, it looks at the relationship between customers andpharmacists. The paper empirically tests expertise, customer orientation,selling orientation, and likeability as the main drivers of trust in the pharmacist.To test our conceptual model, we run a multiple linear regressionby employing the Ols methodology on a dataset from a sample of 209pharmacy clients located in a big city of the South of Italy.Results indicate that, in order of importance, likeability, customerorientation, and expertise are positively related to trust in the pharmacist,while selling orientation is negatively related.This study deepens the work of Castaldo and colleagues (2012) regardingthe concept of trust in the context of pharmacies through a furtherexamination of trust in the pharmacist, which is one of the componentsof their model.

Gli antecedenti della fiducia interpersonale nelle relazioni tra cliente e farmacista

GALVAGNO, MARCO;PISANO, VINCENZO
2017

Abstract

The paper aims to examine the antecedents of customer trust in salespersons.In particular, it looks at the relationship between customers andpharmacists. The paper empirically tests expertise, customer orientation,selling orientation, and likeability as the main drivers of trust in the pharmacist.To test our conceptual model, we run a multiple linear regressionby employing the Ols methodology on a dataset from a sample of 209pharmacy clients located in a big city of the South of Italy.Results indicate that, in order of importance, likeability, customerorientation, and expertise are positively related to trust in the pharmacist,while selling orientation is negatively related.This study deepens the work of Castaldo and colleagues (2012) regardingthe concept of trust in the context of pharmacies through a furtherexamination of trust in the pharmacist, which is one of the componentsof their model.
Pharmacy; trust; interpersonal relationships
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Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/20.500.11769/18933
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