Trust and Commitment: The Two Most Important Ingredients in Customer Service Relationship

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Trust and commitment are the two most important ingredients in customer service relationship, and from there we can extend them to all human relationships in general. In the last 20 years, more and more emphasis has gone into investigating the core components of customer loyalty and seeking to single out the factors that cause customers to return. Studies have consistently demonstrated that clients who feel that they can trust the business or worker to care for them and to be honest will reward the business by their devotion even, occasionally, at cost to themselves. Han et al. (1993) rated trust as the most important characteristic in any business relationship, whilst Kumar et al. (1995) saw trust and commitment as being indistinguishable one from the other. When client learns to trust producer, commitment, almost inevitably followed. The same holds true in any relationship across the board. It may take clients or patients for that matter longer to trust their medical practitioners or counselor (or psychotherapists), but when they do so, commitment may be strong and carry client/ patient and therapist/ practitioner through many a rocky hurdle. Trust and commitment, too, are bastions of any relationship and need to be there for the relationship to hold strong. It is well-known that the strongest o marriages solder on trust and commitment whilst the weakest of them flounder due to lack of this duo. Similarly, too, the symbiotic relationship of trust and commitment need

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