Trust, Value and Loyalty in Relational Exchanges Between Students and Higher Education Institutions

This study replicates Sirdeshmukh, Singh and Sabol’s (2002) trust-value-loyalty model for relational exchanges. The replication addresses some important limitations presented by the authors in their original study and responds to their call for additional research in different service contexts and with varying sampling procedures to further validate their model. Although some of the results found in the relationships tested in this replication differ from those presented in Sirdeshmukh et al., most of their main hypotheses are generally supported. Thus, this replication validates the trust-value-loyalty framework developed by Sirdeshmukh et al. to be used in the context of relational exchanges between Brazilian HEIs and their students.

Citation:

Sergio Carvalho and Marcio de Oliveira Mota (2008) ,"Trust, Value and Loyalty in Relational Exchanges Between Students and Higher Education Institutions", in LA - Latin American Advances in Consumer Research Volume 2, eds. Claudia R. Acevedo, Jose Mauro C. Hernandez, and Tina M. Lowrey, Duluth, MN : Association for Consumer Research, Pages: 212-212.