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Cited by 722

The DOI matches its Crossref record; 14 of the 14 references it cites were found in a registry or an index.

Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services

Sharma, Neeru, Patterson, Paul G.·2000·International Journal of Service Industry Management
DOI 10.1108/09564230010360182
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Abstract

To date, empirical and conceptual models of relationship marketing have focused almost exclusively on a range of direct antecedents and mediator variables to explain variations in a dependent variable – usually relationship commitment. No attempt has been made to examine under what conditions these various antecedents have a stronger/weaker impact on relationship commitment. This paper extends the relationship marketing literature by testing a contingency model to assess the impact of trust and service satisfaction on relationship commitment under conditions of varying switching costs, alternative attractiveness and experience‐based norms, in the context of a professional consumer service. Employing a sample of 201 clients of financial planning services, we test 11 hypotheses formulated on the basis of a review of the services and relationship marketing literature, and a series of qualitative interviews with clients. The results clearly indicate that the impact of trust and satisfaction vary according to contingency conditions of switching costs, attractiveness of alternatives and client experience.

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Cited by

Metadata

Authors
Sharma, N., & Patterson, P. G.
Venue
International Journal of Service Industry Management
Publisher
Emerald
Published
2000-12-01
Volume
11
Issue
5
Pages
470-490
ISSN
0956-4233 (ISSN-L)
DOI
10.1108/09564230010360182
OpenAlex
W2060536897
Cited by
722
References
14
FWCI
8.13
Type
journal article
Language
en
Open access
closed
Licence
www.emerald.com/insight/site-policies (tdm)

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