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Cited by 2,083Customer Service Quality and LoyaltyConsumer Retail Behavior StudiesConsumer Behavior in Brand Consumption and Identification

Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration

De Wulf, Kristof, Odekerken-Schröder, Gaby, Iacobucci, Dawn·2001·Journal of Marketing
DOI 10.1509/jmkg.65.4.33.18386
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Abstract

This research, investigating retailer–consumer relationships, has three distinct intended contributions: (1) It shows that different relationship marketing tactics have a differential impact on consumer perceptions of a retailer's relationship investment; (2) it demonstrates that perceived relationship investment affects relationship quality, ultimately leading to behavioral loyalty; and (3) it reveals that the effect of perceived relationship investment on relationship quality is contingent on a consumer's product category involvement and proneness to engage in retail relationships. The authors empirically cross-validate the underlying conceptual model by studying six consumer samples in a three-country, transatlantic, comparative survey that investigates two industries.

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Crossref · 10.1509/jmkg.65.4.33.18386

Cites

80 of 80 references verified0 citation errors · 0 not checkable

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  • Prior conceptualizations of relationship quality typically include satisfaction, trust, and commitment as indicators.

    “Although debate continues about which dimensions constitute relationship quality, prior conceptualizations typically include (relationship) satisfaction, trust, and commitment as indicators (e.g., De Wulf et al. 2001).”

    From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as De Wulf et al. 2001

  • 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 De Wulf et al. 2001

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Related

Authors
De Wulf, K., Odekerken-Schröder, G., & Iacobucci, D.
Affiliations
  • Vlerick Leuven Gent Management School and Faculty of Economics and Business Administration, Ghent University.
  • Faculty of Economics and Business Administration, Maastricht University.
  • University of Arizona (US)
ORCID
Iacobucci, Dawn
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
2001-10
Volume
65
Issue
4
Pages
33-50
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.1509/jmkg.65.4.33.18386
OpenAlex
W2159674550
Cited by
2,083
References
80
Citations by year
2026: 31 · 2025: 38 · 2024: 42 · 2023: 64 · 2022: 95 · 2021: 105 · 2020: 104 · 2019: 95 · 2018: 96 · 2017: 122 · 2016: 124 · 2015: 153 · 2014: 121 · 2013: 151 · 2012: 142
FWCI
45.04
Type
journal article
Language
en
Open access
closed
Licence
journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
Locations
  • Journal of Marketing (publishedVersion)
  • Research Publications (Maastricht University) (publishedVersion)
  • Ghent University Academic Bibliography (Ghent University) (submittedVersion)
  • Journal of Marketing Communications
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 › Consumer Retail Behavior Studies
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior in Brand Consumption and Identification
Keywords
consumer-retailer relationships, relationship quality, behavioral loyalty, product category involvement, cross-industry comparison, cross-national comparison

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