The relative strength of affective commitment in securing loyalty in service relationships

作者: Heiner Evanschitzky , Gopalkrishnan R. Iyer , Hilke Plassmann , Joerg Niessing , Heribert Meffert

DOI: 10.1016/J.JBUSRES.2006.08.005

关键词: IncentiveLoyalty business modelPsychologyMarketingCustomer retentionContext (language use)Relationship marketingLoyaltyService (business)Organizational commitment

摘要: … affective and continuance commitment on attitudinal and behavioral loyalty in a service context. Since affective commitment … choice, whereas continuance commitment is more the result …

参考文章(44)
David A. Aaker, Building Strong Brands ,(1995)
W E Sasser, Frederick F. Reichheld, Zero defections: quality comes to services. Harvard Business Review. ,vol. 68, pp. 105- 111 ,(1990)
Richard L. Oliver, Whence Consumer Loyalty Journal of Marketing. ,vol. 63, pp. 33- 44 ,(1999) , 10.2307/1252099
Arnon E. Reichers, A Review and Reconceptualization of Organizational Commitment Academy of Management Review. ,vol. 10, pp. 465- 476 ,(1985) , 10.5465/AMR.1985.4278960
Robert W Chestnut, Jacob Jacoby, Brand Loyalty: Measurement and Management ,(1978)
Erin Anderson, Barton Weitz, The use of pledges to build and sustain commitment in distribution channels. Journal of Marketing Research. ,vol. 29, pp. 18- 34 ,(1992) , 10.2307/3172490
David F Larcker, C Fornell, DF Larcker, Evaluating Structural Equation Models with Unobservable Variables and Measurement Error Journal of Marketing Research. ,vol. 18, pp. 39- 50 ,(1981) , 10.2307/3151312
Steven P. Brown, Robert A. Peterson, ANTECEDENTS AND CONSEQUENCES OF SALESPERSON JOB SATISFACTION: META ANALYSIS AND ASSESSMENT OF CAUSAL EFFECTS Journal of Marketing Research. ,vol. 30, pp. 0- 0 ,(1993) , 10.2307/3172514
Thomas A. Burnham, Judy K. Frels, Vijay Mahajan, Consumer Switching Costs: A Typology, Antecedents, and Consequences Journal of the Academy of Marketing Science. ,vol. 31, pp. 109- 126 ,(2003) , 10.1177/0092070302250897
Harvir S. Bansal, P. G. Irving, Shirley F. Taylor, A Three-Component Model of Customer to Service Providers Journal of the Academy of Marketing Science. ,vol. 32, pp. 234- 250 ,(2004) , 10.1177/0092070304263332