| dc.description.abstract | The aim of this study was to observe which behaviours shipbrokers possess and use to create an adequate level of trust and appropriate relationships with their clients. This study attempts to answer the following questions;
Which behaviours do shipbrokers use to create and maintain interpersonal trust and relationships with clients? Shipbrokers possess five trustworthy behaviours including: acting with discretion, ensuring frequent and rich communication, engaging in collaborative communication, sharing personal information with clients, giving away something of value (giving trust and good faith). Shipbrokers possess behaviours such as proactive service performance, customer orientation and market orientation.
In what way may this behaviour build trust and relationships? Shipbrokers acquire these behaviours to serve their clients’ needs. Shipbrokers are professionals and constantly updating themselves on new information which may suit their customers’ needs, which promotes competence-based trust. To develop trust, having a business-related relationship is not enough. Therefore, shipbrokers attend recreational activities with clients to bond on a personal level. They make contact with the client frequently - nearly every day - to create relationships, which can be characterised as creating a strong tie with the client. Shipbrokers also show that they are willing to be vulnerable, providing benevolence trust.
Within communication behaviour, which communication channels are utilized and why? To be able to create trust and relationships, shipbrokers need to choose between different communication channels such as telephone, E-mail and face-to-face, but also between digital communication platforms such as Skype and WhatsApp - among others - to facilitate the flow of information. | nb_NO |
