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Cited by 2,347Customer Service Quality and LoyaltyService and Product InnovationConsumer Behavior in Brand Consumption and Identification

Relational Benefits in Services Industries: The Customer's Perspective

Gwinner, K. P., Gremler, D. D., Bitner, M. J.·1998·Journal of the Academy of Marketing Science
DOI 10.1177/0092070398262002
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Crossref · 10.1177/0092070398262002

Cites

1 of 1 references verified0 citation errors · 0 not checkable

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Claims other papers make about this one

Each is checked against this paper’s own text: does it say what the citing paper says it does?

  • Investing time, effort, and other resources creates psychological bonds and cultivates mutual understanding, trust, satisfaction, and commitment.

    “Investing time, effort, and other resources create psychological bonds (De Wulf et al. 2001) and cultivate mutual understanding, trust, satisfaction, and commitment (e.g., Gwinner et al. 1998; Palmatier et al. 2009).”

    From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Gwinner et al. 1998

  • An overwhelming majority of studies examine relational benefits as antecedents of customer loyalty, though Gwinner et al. (1998) originally conceptualized them as a consequence of customers' demonstrations of loyalty.

    “An overwhelming majority of studies examine relational benefits as antecedents of customer loyalty (e.g., Hennig-Thurau et al. 2002), though Gwinner et al. (1998) originally conceptualized them as a consequence of customers' demonstrations of loyalty.”

    From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Gwinner et al. 1998

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Authors
Gwinner, K. P., Gremler, D. D., & Bitner, M. J.
Affiliations
  • East Carolina University (US)
  • University of Idaho (US)
  • Arizona State University (US)
ORCID
Venue
Journal of the Academy of Marketing Science
Publisher
Springer Science and Business Media LLC
Published
1998-04-01
Volume
26
Issue
2
Pages
101-114
ISSN
0092-0703 (ISSN-L)
DOI
10.1177/0092070398262002
OpenAlex
W2097829847
Cited by
2,347
References
1
Citations by year
2026: 24 · 2025: 32 · 2024: 30 · 2023: 41 · 2022: 70 · 2021: 100 · 2020: 90 · 2019: 82 · 2018: 112 · 2017: 108 · 2016: 106 · 2015: 137 · 2014: 170 · 2013: 153 · 2012: 146
FWCI
60.98
Type
journal article
Language
en
Open access
closed
Locations
Journal of the Academy of Marketing Science (publishedVersion)
Funders
Academy of Marketing
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 › Service and Product Innovation
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior in Brand Consumption and Identification
Keywords
relationship benefits, customer relationships, service sector, consumer confidence, social benefits, special treatment benefits, service companies

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