MODERATOR ROLE OF THE CONSEQUENCES IN THE RELATIONSHIP BETWEEN TRUST AND ITS ANTECEDENTS AND CONSEQUENCES
<p>Individuals in their day-to-day are demanded to make choices in contexts of services with mild and severe<br />consequences. Decisions with severe consequences are difficult situations where choices are dilemmas that<br />cause stress and severe emotional reactions (botti et al,...
Main Authors: | , |
---|---|
Format: | Article |
Language: | Portuguese |
Published: |
Emerald Publishing
2015-08-01
|
Series: | REGE Revista de Gestão |
Subjects: | |
Online Access: | http://www.revistas.usp.br/rege/article/view/102657 |
id |
doaj-6f2b518c548047fbae67291ca5ba533a |
---|---|
record_format |
Article |
spelling |
doaj-6f2b518c548047fbae67291ca5ba533a2020-11-25T00:37:14ZporEmerald PublishingREGE Revista de Gestão1809-22762177-87362015-08-0122225727491638MODERATOR ROLE OF THE CONSEQUENCES IN THE RELATIONSHIP BETWEEN TRUST AND ITS ANTECEDENTS AND CONSEQUENCESMellina da Silva TertesCristiane Pizzutti dos Santos<p>Individuals in their day-to-day are demanded to make choices in contexts of services with mild and severe<br />consequences. Decisions with severe consequences are difficult situations where choices are dilemmas that<br />cause stress and severe emotional reactions (botti et al, 2009; Kahn, luce, 2003). The mild decisions, in turn,<br />involve situations that represent a low risk and uncertainty to decision maker. However, despite the<br />differences seen in the literature, the consequences of decisions - mild and severe - have rarely been seen in<br />consumer behavior studies. This theoretical essay aims to investigate the moderator effect of the<br />consequences of the exchange of relations between trust and its antecedents and consequences in the context<br />of provision of medical services. Consumer confidence plays a key role, especially in situations of severe<br />changes, as it reduces the perception of risk, since it helps the individual to form consistent expectations<br />regarding the service provider. Comparing exchanges with mild versus severe consequences, affection will<br />have a greater impact on confidence in exchanges with severe consequences comparing with mild<br />exchanges. In turn, the cognition effect will be moderated by the type of exchange, because it is believed that<br />in both exchanges, with mild and severe consequences, cognition will play an important role in reducing<br />uncertainty and increasing confidence. Regarding the consequences of confidence, it is believed that the<br />more severe are the consequences of the exchanges, the strongest will be the relationship between trust and<br />the treatment continuity intent, word-of-mouth and search for a second opinion.</p>http://www.revistas.usp.br/rege/article/view/102657Confiança, Afeto, Cognição, Intenções de Continuidade do Tratamento, Boca a Boca, e busca por uma Segunda Opinião. |
collection |
DOAJ |
language |
Portuguese |
format |
Article |
sources |
DOAJ |
author |
Mellina da Silva Tertes Cristiane Pizzutti dos Santos |
spellingShingle |
Mellina da Silva Tertes Cristiane Pizzutti dos Santos MODERATOR ROLE OF THE CONSEQUENCES IN THE RELATIONSHIP BETWEEN TRUST AND ITS ANTECEDENTS AND CONSEQUENCES REGE Revista de Gestão Confiança, Afeto, Cognição, Intenções de Continuidade do Tratamento, Boca a Boca, e busca por uma Segunda Opinião. |
author_facet |
Mellina da Silva Tertes Cristiane Pizzutti dos Santos |
author_sort |
Mellina da Silva Tertes |
title |
MODERATOR ROLE OF THE CONSEQUENCES IN THE RELATIONSHIP BETWEEN TRUST AND ITS ANTECEDENTS AND CONSEQUENCES |
title_short |
MODERATOR ROLE OF THE CONSEQUENCES IN THE RELATIONSHIP BETWEEN TRUST AND ITS ANTECEDENTS AND CONSEQUENCES |
title_full |
MODERATOR ROLE OF THE CONSEQUENCES IN THE RELATIONSHIP BETWEEN TRUST AND ITS ANTECEDENTS AND CONSEQUENCES |
title_fullStr |
MODERATOR ROLE OF THE CONSEQUENCES IN THE RELATIONSHIP BETWEEN TRUST AND ITS ANTECEDENTS AND CONSEQUENCES |
title_full_unstemmed |
MODERATOR ROLE OF THE CONSEQUENCES IN THE RELATIONSHIP BETWEEN TRUST AND ITS ANTECEDENTS AND CONSEQUENCES |
title_sort |
moderator role of the consequences in the relationship between trust and its antecedents and consequences |
publisher |
Emerald Publishing |
series |
REGE Revista de Gestão |
issn |
1809-2276 2177-8736 |
publishDate |
2015-08-01 |
description |
<p>Individuals in their day-to-day are demanded to make choices in contexts of services with mild and severe<br />consequences. Decisions with severe consequences are difficult situations where choices are dilemmas that<br />cause stress and severe emotional reactions (botti et al, 2009; Kahn, luce, 2003). The mild decisions, in turn,<br />involve situations that represent a low risk and uncertainty to decision maker. However, despite the<br />differences seen in the literature, the consequences of decisions - mild and severe - have rarely been seen in<br />consumer behavior studies. This theoretical essay aims to investigate the moderator effect of the<br />consequences of the exchange of relations between trust and its antecedents and consequences in the context<br />of provision of medical services. Consumer confidence plays a key role, especially in situations of severe<br />changes, as it reduces the perception of risk, since it helps the individual to form consistent expectations<br />regarding the service provider. Comparing exchanges with mild versus severe consequences, affection will<br />have a greater impact on confidence in exchanges with severe consequences comparing with mild<br />exchanges. In turn, the cognition effect will be moderated by the type of exchange, because it is believed that<br />in both exchanges, with mild and severe consequences, cognition will play an important role in reducing<br />uncertainty and increasing confidence. Regarding the consequences of confidence, it is believed that the<br />more severe are the consequences of the exchanges, the strongest will be the relationship between trust and<br />the treatment continuity intent, word-of-mouth and search for a second opinion.</p> |
topic |
Confiança, Afeto, Cognição, Intenções de Continuidade do Tratamento, Boca a Boca, e busca por uma Segunda Opinião. |
url |
http://www.revistas.usp.br/rege/article/view/102657 |
work_keys_str_mv |
AT mellinadasilvatertes moderatorroleoftheconsequencesintherelationshipbetweentrustanditsantecedentsandconsequences AT cristianepizzuttidossantos moderatorroleoftheconsequencesintherelationshipbetweentrustanditsantecedentsandconsequences |
_version_ |
1725301757474504704 |