The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships
Abstract
Several theories of relationship marketing propose that customers vary in their relationships with a firm on a continuum from transactional to highly relational bonds. Few empirical studies have segmented the customer base of an organization into low and high relational groups to assess how evaluations vary for these groups. Using structural equation analysis, the authors analyze the relationships of satisfaction, trust, and commitment to component satisfaction attitudes and future intentions for the customers of a New York off-Broadway repertory theater company. For the low relational customers (individual ticket buyers and occasional subscribers), overall satisfaction is the primary mediating construct between the component attitudes and future intentions. For the high relational customers (consistent subscribers), trust and commitment, rather than satisfaction, are the mediators between component attitudes and future intentions.
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Trust is significant in explaining loyalty.
“Lim et al. (1997); Garbarino and Johnson (1999); Chaudhuri and Holbrook (2001) underlined the significance of trust in explaining loyalty.”
From The Antecedents of Customer Loyalty: An Empirical Investigation in Life Insurance Context (2013) · cites this paper as Garbarino and Johnson (1999)
The satisfaction items were based on Crosby and Stevens 1987, Garbarino and Johnson 1999, and Oliver and Swan 1989.
“Based on (Crosby and Stevens 1987); (Garbarino and Johnson 1999); and (Oliver and Swan 1989).”
From Trust, Satisfaction, and Online Repurchase Intention: The Moderating Role of Perceived Effectiveness of E-Commerce Institutional Mechanisms1 (2014) · cites this paper as Garbarino and Johnson 1999
Trust is a crucial element of a successful relationship with users.
“trust is considered a crucial element of a successful relationship with users [27]”
From Interacting with a Chatbot-Based Advising System: Understanding the Effect of Chatbot Personality and User Gender on Behavior (2022) · cites this paper as [27]
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References 31 · Cited by 4,899
- Authors
- Garbarino, E., & Johnson, M. S.
- Affiliations
- University of Miami (US)
- Baruch College (US)
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 1999-04
- Volume
- 63
- Issue
- 2
- Pages
- 70-87
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2060855982
- Cited by
- 4,899
- References
- 31
- Citations by year
- 2026: 65 · 2025: 83 · 2024: 123 · 2023: 168 · 2022: 174 · 2021: 209 · 2020: 202 · 2019: 232 · 2018: 207 · 2017: 219 · 2016: 256 · 2015: 284 · 2014: 326 · 2013: 289 · 2012: 293
- FWCI
- 110.95
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Marketing (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Customer churn and segmentation
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Keywords
- customer satisfaction, consumer trust, customer commitment, customer relationships, relationship marketing, customer segmentation, repertory theatre, customer loyalty
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