A Three-Component Model of Customer to Service Providers
作者： Harvir S. Bansal , P. G. Irving , Shirley F. Taylor
关键词: Customer retention 、 Marketing 、 Service quality 、 Customer equity 、 Customer to customer 、 Service level requirement 、 Customer advocacy 、 Business 、 Service provider 、 Customer intelligence
摘要: Although research into the determinants of service provider switching has grown in recent years, focus been predominantly on transactional, not relational, variables. In this research, authors address role consumer commitment consumers’ intentions to switch. Drawing from organizational behavior literature, they build previous by developing a model that includes three-component conceptualization customer commitment. Structural equation modeling is used test based data survey 356 auto repair customers. The authors’ results support notion affects switch providers and psychological states underlying may differ. As such, future marketing should consider these different forms understanding retention. implications for theory practice are discussed.
sagepub.com
springer.com
sci-hub.se 参考文章(63)
George W. Watson, Steven D. Papamarcos, Social Capital and Organizational Commitment Journal of Business and Psychology. ,vol. 16, pp. 537- 552 ,(2002) , 10.1023/A:1015498101372
Icek Ajzen, Martin Fishbein, Understanding Attitudes and Predicting Social Behavior ,(1980)
K. G. Jöreskog, Dag Sörbom, Lisrel 8: User's Reference Guide ,(1997)
Darwish A Yousef, None, Organizational commitment and job satisfaction as predictors of attitudes toward organizational change in a non‐western setting Personnel Review. ,vol. 29, pp. 567- 592 ,(2000) , 10.1108/00483480010296401
Reuben M. Baron, David A. Kenny, The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology. ,vol. 51, pp. 1173- 1182 ,(1986) , 10.1037/0022-3514.51.6.1173
R. N. Bolton, P. K. Kannan, M. D. Bramlett, IMPLICATIONS OF LOYALTY PROGRAM MEMBERSHIP AND SERVICE EXPERIENCES FOR CUSTOMER RETENTION AND VALUE Journal of the Academy of Marketing Science. ,vol. 28, pp. 95- 108 ,(2000) , 10.1177/0092070300281009
C. C. Bienstock, J. T. Mentzer, M. M. Bird, Measuring physical distribution service quality Journal of the Academy of Marketing Science. ,vol. 25, pp. 31- 44 ,(1997) , 10.1177/0092070397251004
Icek Ajzen, Martin Fishbein, The prediction of behavior from attitudinal and normative variables. Journal of Experimental Social Psychology. ,vol. 6, pp. 466- 487 ,(1970) , 10.1016/0022-1031(70)90057-0
Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman, The Behavioral Consequences of Service Quality Journal of Marketing. ,vol. 60, pp. 31- 46 ,(1996) , 10.2307/1251929
M. J. Dorsch, S. R. Swanson, S. W. Kelley, The Role of Relationship Quality in the Stratification of Vendors as Perceived by Customers Journal of the Academy of Marketing Science. ,vol. 26, pp. 128- 142 ,(1998) , 10.1177/0092070398262004