In business studies, trust has been found to be important for building and maintaining long-term relationships (e.g. Geyskens et al., 1996; Rousseau et al., 1998; Singh and Sirdeshmukh, 2000).
Customer could lead to defection, if the supplier or service provider betray the trust (Ndubisi 2007). Schurr and Ozanne (1985) defined the trust as the belief that a partner's word or promise is reliable and a party will fulfil her or his obligations in an exchange relationship. Further, other authors study that trust has been evaluated to be important for creating and retaining long-term relationships