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Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality. Journal of Service Research, 4, 230-247.
https://doi.org/10.1177/1094670502004003006

has been cited by the following article:

• TITLE: Customer Trust as a Mechanism Linking Servicescapes and Loyalty in Small Businesses

  AUTHORS: Aaron Joyal

  KEYWORDS: Servicescapes, Customer Trust, Customer Loyalty, Need for Affiliation, Small Business

  JOURNAL NAME: American Journal of Industrial and Business Management, Vol.16 No.9, September 18, 2026

  ABSTRACT: This study examines whether customer trust helps explain how perceived servicescape value relates to customer loyalty in small businesses. It also tests whether need for affiliation predicts more favorable servicescape evaluations. Survey data from 265 customers were analyzed using confirmatory factor analysis and structural equation modeling. Need for affiliation was positively associated with perceived servicescape value, servicescape value was positively associated with trust and loyalty, and trust was positively associated with loyalty. Trust also showed a significant partial mediation effect between servicescape value and loyalty. The findings suggest that customers read the servicescape not only as an experience setting but also as a signal of business trustworthiness, although the cross-sectional self-report design limits causal inference.