Affiliation:
1. Marketing Research Laboratory (LRM), Faculty of Economics and Management Sciences of Sfax (FSEG-Sfax), University of Sfax, Tunisia
Abstract
The purpose of this paper is to investigate the service employee skills and personal trust dimensions in the automotive repair services setting outside of the western context. Following a qualitative study among 12 customers and 6 frontlines service employees within the automotive repair companies in Tunisia, two quantitative surveys were successively conducted on 240 and 332 customers to empirically explore the personal trust attributes and confirm the dimensionality of the personal trust in this specific industrial context. Personal trust attributes, classified in hard and soft skills of frontline service employees are explored by highlighting the perfect diagnosis of automobile problems and honesty. Exploring specific trust attributes can help managers of dealerships in selecting their personal, foster customer trust, and better manage the long-term customer-mechanic relationship.
Subject
Multidisciplinary,General Engineering,General Business, Management and Accounting,General Computer Science
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