Tripartite Trustworthiness

Tripartite Trustworthiness

Reviewed by Faisal Zaidi

A model in which trust in a seller rests on three parts: operational competence, benevolence and problem-solving orientation.

What it is

Deepak Sirdeshmukh, Jagdip Singh and Barry Sabol tested the model with 264 respondents in retail clothing and 113 in airline travel. The three parts related to one another unevenly and in ways that depended on the setting, and trust worked on loyalty through the value buyers perceived in the exchange.

In effect

In the article on brand trust, it breaks down what a buyer is trusting: that the basic job is done reliably, that their interests are considered, and that things will be put right if they go wrong.

What it does not say

The model was tested in two service settings. It does not say that the three parts carry the same weight for every kind of seller.

Sources

  1. Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66(1), 15-37.