The DOI matches its Crossref record; 9 of the 9 references it cites were found in a registry or an index.
Marketing service relationships: the role of commitment
Abstract
As with all relationships, it is commonly agreed on that partners in business must have a high degree of commitment towards their relationship. If commitment is lacking, the relationship will soon come to an end. Affective commitment, that is commitment based on attraction between partners, is to be preferred over calculative commitment. The latter form of commitment is based on constant weighing of the benefits of a relationship with a partner against the costs of that relationship. Relationships based solely on calculative commitment are also most likely not to last for an extended time. This paper identifies theoretical antecedents and consequences of commitment in relationships in a services context. The results of an empirical study reveal that affective commitment is related to trust in the partner’s honesty and benevolence, quality of the outcome of the service process, and customer satisfaction with the service being delivered. The quality of the service process has an indirect effect on affective commitment, as it is related to satisfaction. Furthermore, it is shown that affectively committed customers have a much stronger intention to stay in a relationship with a service provider than calculatively committed customers.
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Cites
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The Process of Customer Engagement: A Conceptual Framework
Bowden, J. L.-H. (2009) · Journal of Marketing Theory and Practice · doi:10.2753/mtp1069-6679170105 · Cited by 1,365
Relationship quality as a predictor of B2B customer loyalty
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A Three-Component Model of Customer to Service Providers
Bansal, H. S., Irving, P. G., & Taylor, S. F. (2004) · Journal of the Academy of Marketing Science · doi:10.1177/0092070304263332 · Cited by 934
The Positive and Negative Effects of Switching Costs on Relational Outcomes
Jones, M. A., Reynolds, K. E., Mothersbaugh, D. L., & Beatty, S. E. (2007) · Journal of Service Research · doi:10.1177/1094670507299382 · Cited by 446
Perceived relationship quality and post‐purchase perceived value: An integrative framework
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Metadata
- Authors
- Wetzels, M., de Ruyter, K., & van Birgelen, M.
- Venue
- Journal of Business & Industrial Marketing
- Publisher
- Emerald
- Published
- 1998-08-01
- Volume
- 13
- Issue
- 4/5
- Pages
- 406-423
- ISSN
- 0885-8624 (ISSN-L)
- OpenAlex
- W2007402659
- Cited by
- 460
- References
- 9
- FWCI
- 7.60
- Type
- journal article
- Language
- en
- Open access
- closed
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- Wetzels, M., de Ruyter, K., & van Birgelen, M. (1998). Marketing service relationships: the role of commitment. Journal of Business & Industrial Marketing. https://doi.org/10.1108/08858629810226708
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
