Client-project manager engagements, trust, and loyalty

摘要

This study addresses the behaviors of project managers under various conditions of cognitive and affective trust, and the implications for obtaining client loyalty. Theoretical foundations were drawn from interpersonal and interorganizational trust literature. A test of the proposed theoretical framework was conducted in a field setting utilizing a matched design of both project managers and their clients. The results show that reliable project performance positively impacted client loyalty intentions and service-oriented OCBs positively impacted client secondary retention. An interaction showed that in low cognitive trust situations the project manager behavior of reliable project performance facilitated the obtainment of client loyalty intentions. Implications for research and practice are discussed.