The DOI matches its Crossref record; 100 of the 115 references it cites were found in a registry or an index; none of the 46 sources its claims cite is checked for support yet.
Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer–Firm Affection and Customer–Staff Relationships in Services
Open accessAbstract
This study extends the existing satisfaction–trust–loyalty paradigm to investigate how customers’ affectionate ties with firms (customer–firm affection)—in particular, the components of intimacy and passion—affect customer loyalty in services. In a bilevel model, the authors consider customer–staff and customer–firm interactions in parallel. Through a netnography study and survey research in two service contexts, they confirm (1) the salience of intimacy and passion as two underrecognized components of customer–firm affection that influence customer loyalty, (2) the complementary and mediating role of customer–firm affection in strengthening customer loyalty, (3) significant affect transfers from the customer–staff to the customer–firm level, and (4) the dilemma that emerges when customer–staff relationships are too close. The findings provide several implications for researchers and managers regarding how intimacy and passion can enrich customer service interactions and how to manage customer–staff relationships properly.
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36 Own result · 27 Own interpretation · 20 No full text of the sources · 17 Own method · 10 Sources not found · 7 Not checked yet · 5 No basis given
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“(4) the dilemma that emerges when customerstaff relations are too close.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Abstract
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“(2) the complementary and mediating role of customer-firm affection in strengthening customer loyalty”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Abstract
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“(3) significant affect transfers from customer-staff to customer-firm levels”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Abstract
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“they confirm (1) the salience of intimacy and passion as two underrecognized components of customer-firm affection that influence customer loyalty”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Abstract
boosteddirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“In short, excellent service quality and satisfaction provide the necessary ingredients for customer-firm affection, as supported by comments from the netnography study:”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 2: Mediating Role of Customer-Firm Affection
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“The results support the applicability of Sternberg's love paradigm to conceptualize customerfirm affection, in that consumers' expressions of affection toward firms include terminology consistent with intimacy, passion, and commitment.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > The Netnography Study
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“The three components apply to both lowinvolvement (convenience stores, fast food restaurants) and high-involvement (education, financial services) categories.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > The Netnography Study
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Hair salon (intimacy > commitment, t (359) = 14.059, p < .001”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“fast food (intimacy > commitment, t (359) = 18.866, p < .001”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“whereas commitment is significantly stronger than passion for hair salons (3.27 versus 3.08, t (359) = 5.181, p < .001).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 3: Relationship Formation in Transactional and Relational Services
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
- It may state two separate claims as one. 37
- Probably not a substantial claim. 19
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Postings about high-involvement categories tend to reveal relatively high commitment, whereas those about low-involvement categories are relatively higher in passion, though both achieve similar ratings on intimacy.3”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > The Netnography Study
hedgedcorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Overall, H 1a in both service contexts and H 1b in the hair salon context are supported.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 1: Cross-Level Transfer (Customer-Staff to Customer-Firm Level)
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“This difference is not significant (χ 2 diff. (1) = .10,p > .10),so H 3c .isnot supported.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 3: Relationship Formation in Transactional and Relational Services
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Consistent with our hypotheses, customers' trust and loyalty toward the staff directly influence their firm trust and loyalty, respectively, with one exception.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 1: Cross-Level Transfer (Customer-Staff to Customer-Firm Level)
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“First, customer-firm affection complements satisfaction and trust in affecting customer loyalty; each exerts significant direct effects.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Of all the mediation tests in both service contexts, only one (effect of customer satisfaction on firm loyalty in the fast food context) implies a full mediation effect of customer-firm affection; the remaining test results suggest a partial mediating effect (see the Web Appendix for details).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 2: Mediating Role of Customer-Firm Affection
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Our results confirm the extant model of customer-firm and customer-staff relationships in both service contexts, except that the direct effect of staff trust on staff loyalty is not significant in the fast food context, though it fits our hypothesized direction.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Extant Model of Customer-Firm and Customer-Staff Relationships
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“service quality perceptions and customer satisfaction built through product and service experience, parallel with the personal relationship developed through social rapport with staff, significantly contribute to the development of trust, which has a significant impact on customer loyalty (and share of purchase).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Extant Model of Customer-Firm and Customer-Staff Relationships
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
None of the sources cited for this claim have been checked yet.
In the paper
“The results indicate no significant differences between male and female subsamples, except for customer-firm affection in the fast food restaurant context ( female (3.30) > male (3.16), p < .10)and staff loyalty in the hair salon context ( female (3.62) > male (3.39), p <.05 ).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
hedged- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“customer-staff relations affect customer-firm relations in the hair salon but not the fast food context”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“The results are the same as those revealed by regressions, in support of our proposed partially mediated model.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“In summary, both attachment theory and Sternberg's love theory define people's affectionate bonds with people, objects, or brands as a multifaceted construct with intimacy (connectedness) and passion as its core elements.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Concept of Love, Sternberg's Triangular Theory of Love, and Attachment Theory
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
None of the sources cited for this claim have been checked yet.
In the paper
“Sternberg (1986Sternberg ( , 1988) ) synthesizes previous attempts and defines love according to three constituent components: intimacy, passion, and commitment.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Concept of Love, Sternberg's Triangular Theory of Love, and Attachment Theory
What the sources say
- Not checked — no full text of the sourcecites Sternberg 1986 source
- Not matchedcites Sternberg 1988
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
In the paper
“In contrast, staff plays a relatively minor role and provides less salient indicators of service quality in transactional services, which tend to focus on exchange outcomes and involve lower interdependence levels (Macneil 1980).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Differences in Affect Transfer and the Double-Edged Sword
What the sources say
- Not matchedcites Macneil 1980
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Not matched
In the paper
“However, if customer-staff relations dominate, a potential”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Abstract
What the sources say
- Not checked — no full text of the sourcecites Bendapudi and Leone 2002 source
hedgedconditional- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
None of the sources cited for this claim have been checked yet.
In the paper
“Most services can be classified along a relational-transactional continuum (Dwyer, Schurr, and Oh 1987;Macneil 1980).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 3: Relationship Formation in Transactional and Relational Services
What the sources say
- Not checked — no full text of the sourcecites Dwyer, Schurr, and Oh 1987 source
- Not matchedcites Macneil 1980
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“In summary, extant research suggests we must build models that contain distinctive, separate consumer evaluation processes of service employees and firms.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Customer-Staff Relations
hedged- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
In the paper
“In contrast, consumption affect includes both positive and negative (e.g., distress) feelings (Westbrook and Oliver 1991).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Customer-Firm Affection as a Distinctive Construct
What the sources say
- Not checked — no full text of the sourcecites Westbrook and Oliver 1991 source
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
In the paper
“Hairstyling involves interactions and customization, compels intimacy (McCracken 1995), and requires cooperative actions and adjustments by both parties, who then share the benefits and burdens of the exchange and feel motivation to engage further.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > RESEARCH DESIGN AND METHOD
What the sources say
- Not matchedcites McCracken 1995
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Not matched
In the paper
“If the employee leaves the firm, the customer may leave with him or her (Bendapudi and Leone 2002), and firms have limited responses.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Differences in Affect Transfer and the Double-Edged Sword
What the sources say
- Not checked — no full text of the sourcecites Bendapudi and Leone 2002 source
hedgedconditional- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“Fleming, Coffman, and Harter (2005) report, on the basis of case studies of a large U.S. retail bank and a Japanese luxury retailer, that customers who are passionate about firms have substantially lower attrition rates and higher spending levels than those who are not.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Passion, Intimacy, and Commitment in Service Exchanges
What the sources say
- Not matchedcites Fleming, Coffman, and Harter 2005
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plaincorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Not matched
In the paper
“Second, as interdependence and commitment grow, customers ignore other alternatives, willingly sacrifice for the relationship, and display prorelationship behaviors (Gonzaga et al. 2001).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 2: Mediating Role of Customer-Firm Affection
What the sources say
- Not checked — no full text of the sourcecites Gonzaga et al. 2001 source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“Bowen cites hair salons and fast food restaurants as exemplary of the first and third groups, respectively.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 3: Relationship Formation in Transactional and Relational Services
What the sources say
- Not checked — no full text of the sourcecites Bowen 1990 source
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“First, customer-firm affection reflects an affectionate, enduring bond, often formed through multiple favorable experiences and interactions.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Customer-Firm Affection as a Distinctive Construct
plain- Asserted: passes — The authors put it forward as true.
- Checkable: fails — It may be too vague to check against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may be too vague to check against evidence.
In the paper
“Moreover, according to attribution theory, consumers attribute the staff's behavior to firm management (Bitner, Booms, and Tetrault 1990), so better service prompts consumers to give credit to the firm, which facilitates affect transfer across the customer-staff and customer-firm levels.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 1: Cross-Level Transfer (Customer-Staff to Customer-Firm)
What the sources say
- Not checked — no full text of the sourcecites Bitner, Booms, and Tetrault 1990 source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
None of the sources cited for this claim have been checked yet.
In the paper
“Fast food is often standardized with limited customer contact (Bowen 1990) and thus attracts customers with price, speed of service, consistency, and convenient location (Kasdan 1996).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > RESEARCH DESIGN AND METHOD
What the sources say
- Not checked — no full text of the sourcecites Bowen 1990 source
- Not matchedcites Kasdan 1996
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“In retail sales, Beatty and colleagues (1996) confirm the need to distinguish between relationship selling (i.e., locking customer and sales associate together) and relationship marketing (i.e., connecting customer to firm), because the former accrues benefits to the staff, perhaps at the expense of the firm.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Customer-Staff Relations
What the sources say
- Not matchedcites Beatty and colleagues 1996
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
hedgedconditional- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
- Not matched
In the paper
“Fourth, customer-firm affection represents positive feelings; its lower bound is defined as the absence of any particular feelings for a service firm (Shimp and Madden 1988).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Customer-Firm Affection as a Distinctive Construct
What the sources say
- Not checked — no full text of the sourcecites Shimp and Madden 1988
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Second, customers develop”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Customer-Firm Affection as a Distinctive Construct
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: unclear — It is unclear why the paper says it holds.
It may state two separate claims as one.
None of the sources cited for this claim have been checked yet.
In the paper
“Second, relational services focus on the exchange process and thus require higher levels of interdependence (Dwyer, Schurr, and Oh 1987;Macneil 1980).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Differences in Affect Transfer and the Double-Edged Sword
What the sources say
- Not checked — no full text of the sourcecites Dwyer, Schurr, and Oh 1987 source
- Not matchedcites Macneil 1980
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“Third, though all three constructs are multidimensional, customer-firm affection consists of three components, whose different combinations result in distinctively different types of love (Sternberg 1988), unlike either satisfaction or consumption affect.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Customer-Firm Affection as a Distinctive Construct
What the sources say
- Not matchedcites Sternberg 1988
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Not matched
In the paper
“Relational services demand longer duration, help customers gain a better understanding of the aims and operations of the firm, and prompt stronger commitment (Hut and Speh 1995).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Differences in the Geometry of Affection
What the sources say
- Not matchedcites Hut and Speh 1995
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Not matched
In the paper
“Sirdeshmukh, Singh, and Sabol (2002) take this perspective further and propose that consumers form dual trust and loyalty toward frontline employees and firm policies and practices.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Customer-Staff Relations
What the sources say
- Not checked — no full text of the sourcecites Sirdeshmukh, Singh, and Sabol 2002 source
plaincorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“Third, the two judges independently and formally coded the remaining 190 postings and reached a very high level of interrater reliability (> .90).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > The Netnography Study
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“For the hair salon, the results indicate a five-factor solution that explains 72.89% of the variance, with all items loading on the appropriate factor except for firm trust and employee trust, which load on the same factor.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
hedged- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“The salience of intimacy indicates that firms must restrategize or redesign their customer-staff interactions”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Appendix: Measurement Items and Validity Assessment
hedgeddirect- Asserted: passes — The authors put it forward as true.
- Checkable: fails — It may be too vague to check against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may be too vague to check against evidence. The paper’s conclusions may not depend on it.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Consumers of relational services experience commitment-dominant customer-firm affection, whereas those of transactional services develop passion-dominant customer-firm affection.”
- Also stated in: § DISCUSSION AND IMPLICATIONS · hedged
“As to the nature of customer-firm affection, relational services tend to be commitment driven, whereas transactional services are more passion driven.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 3: Relationship Formation in Transactional and Relational Services
plaincorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Rests on an assumption: Customers in transactional services have lower involvement and seek more variety to fulfill excitement-seeking motivations.
- Also stated in: § DISCUSSION AND IMPLICATIONS · hedged
In the paper
“We use a cumulative approach to measure customer satisfaction, which has proved a valid indicator of a firm's past, current, and future performance (Bitner and Hubbert 1994).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > RESEARCH DESIGN AND METHOD
What the sources say
- Not checked — no full text of the sourcecites Bitner and Hubbert 1994 source
plaincorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“For fast food, the results indicate a six-factor solution that explains 71.47% of the variance, and all items load on the appropriate factor; the two crossloadings greater than .35are deleted from further analysis.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
hedged- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“All measures were professionally translated through back translation (Chinese and English) to ensure conceptual equivalence.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > RESEARCH DESIGN AND METHOD
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
None of the sources cited for this claim have been checked yet.
In the paper
“the contention that referral is a strong indicator of loyalty intentions remains controversial”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Appendix: Measurement Items and Validity Assessment
What the sources say
- Not matchedcites Reichheld (2003)
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
- Not checked — no full text of the sourcecites Morgan and Rego (2006) source
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
- Not matched
In the paper
“All factor loadings are highly significant (p < .001),composite reliabilities of all constructs are greater than .75, and all variance extracted (AVE) estimates (except hair salon firm trust) are greater than .50(Fornell and Larcker 1981); therefore, the measures demonstrate adequate convergent validity and reliability.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Validation of Measures
What the sources say
- Not matchedcites Fornell and Larcker 1981
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
boosted- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Not matched
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“In summary, the measurement models fit the data well and demonstrate adequate reliability, good convergent, and acceptable discriminant validity.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Validation of Measures
boosted- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Although the size of the coefficients may differ because of the contexts, their consistent salience suggests that our model is reasonably parsimonious and that there are more commonalities across services than we may realize.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
hedged- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
In the paper
“Morgan and Rego (2006) find that metrics based on referral intentions or behaviors have little or no predictive value for future business performance.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Appendix: Measurement Items and Validity Assessment
What the sources say
- Not checked — no full text of the sourcecites Morgan and Rego (2006) source
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Customers develop a loyalty to a hair salon because of their loyalty to hairstylists, who function as prominent firm agents and whose performance represents a key characteristic of the service, but in fast food contexts, staff plays a minor role and contributes less to service quality.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Rests on an assumption: Service staff in relational services are prominent firm agents and their performance is a key service characteristic.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“We pretested and modified the questionnaire items with a sample of 35 consumers.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > RESEARCH DESIGN AND METHOD
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“All chi-square differences are significant, in support of discriminant validity.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Validation of Measures
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“which suggests that customers maintain more intimate, passionate, and committed relationships with hair salons than fast food restaurants”
- Also stated in: § DISCUSSION AND IMPLICATIONS · plain
“In general, relational services exhibit a greater amount of affection than do transactional services.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 3: Relationship Formation in Transactional and Relational Services
plaincorrelational- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Rests on an assumption: Customers in transactional services have lower involvement and seek more variety to fulfill excitement-seeking motivations.
- Also stated in: § DISCUSSION AND IMPLICATIONS · plain
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“The measurement model of the construct achieves a good fit, and the GFI, CFI, and IFI of the measurement model for fast food (χ 2 (17) = 54; p < .01)are .96,.97,and .97,respectively.For the hair salon (χ 2 (17) = 48; p < .01), the model demonstrates adequate fit: GFI = .97,CFI = .98,and IFI = .98.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
boosted- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Firms' intentions to standardize services and develop good social rapport simultaneously may backfire.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Appendix: Measurement Items and Validity Assessment
hedgedconditional- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“Overall, the measure of customer-firm affection possesses adequate reliability and validity.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“This result is reasonable because staffs play a relatively minor role and represent less salient indicators of service quality for fast food than for hairstyling services.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 1: Cross-Level Transfer (Customer-Staff to Customer-Firm Level)
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“In conclusion, all constructs in the fast food and most constructs in the hair salon contexts pass all three tests of discriminant validity, and all of them pass at least two tests.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Validation of Measures
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
The paper relies on this without support.
Customers' affectionate ties with service firms rarely receive research attention.
“However, customers' affectionate ties with service firms rarely receive research attention.”
The paper relies on this without support.
The salience of affect transfer underlying the double-edged sword dilemma has not been assessed in service loyalty studies.
“Yet the salience of the affect transfer that underlies this double-edged sword dilemma (i.e., promote or not promote favorable customer-staff relations) has not been assessed in service loyalty studies.”
The paper relies on this without support.
Many firms underestimate the contribution of customer-staff interactions to customer loyalty.
“At the same time, many firms underestimate the contribution of customer-staff interactions to customer loyalty.”
The paper relies on this without support.
Service contexts vary in the degrees of customer-staff interactions.
“Service contexts are known for their diversity in the degrees of customer-staff interactions.”
The paper relies on this without support.
Customers in transactional services have lower involvement and seek more variety to fulfill excitement-seeking motivations.
“In contrast, customers experience lower involvement and seek more variety to fulfill their excitement-seeking motivations in transactional services.”
The paper relies on this without support.
Service staff in relational services are prominent firm agents and their performance is a key service characteristic.
“First, service staff in relational services function as prominent firm agents, and their performance represents a key characteristic of the service.”
The paper relies on this without support.
Customer-hairdresser relationships may entail intimate bonds of mutual respect, trust, and affection, as well as deep connections with vast emotional consequences.
“Customer-hairdresser relationships may entail intimate bonds of mutual respect, trust, and affection, as well as deep connections with vast emotional consequences.”
The paper relies on this without support.
No matter how strong the bond, a customer will not visit the same fast food outlet consistently for months because of the natural need for variety in fast foods.
“However, no matter how strong the bond, a customer will not visit the same fast food outlet consistently for months because of the natural need for variety in fast foods.”
The paper relies on this without support.
Staff from top-end service firms seldom leave, let alone take their customers along.
“In reality, staff from top-end service firms seldom leave, let alone take their customers along.”
The paper relies on this without support.
Staff stay with their firms because of the nice service environment, well-mannered customers, and efficient service systems.
“Instead, they stay with their firms because of the nice service environment, well-mannered customers, and efficient service systems.”
The paper relies on this without support.
Customer-firm relationships are almost inevitably dynamic: passion fades and intimacy gets challenged.
“Analogous to interpersonal relationships, customer-firm relationships almost inevitably are dynamic: passion fades, and intimacy gets challenged.”
The paper relies on this without support.
Fast food restaurants are transactional services and hair salons are relational services.
“Relative to transactional services, customers of relational services are more likely to develop stronger staff loyalty intentions and greater switching intentions if the staff member were to leave the firm”
Statistics recomputed
Every reported test result, recomputed from its test statistic and degrees of freedom. A result shows as not adding up only once an independent check has confirmed it.
- Consistentχ²(195) = 464reported p < .001 · recomputed p < .001
“χ 2 (195) = 464, p < .001”
- Consistentχ²(195) = 568reported p < .001 · recomputed p < .001
“χ 2 (195) = 568, p < .001”
- Consistentt(359) = 4.001reported p < .001 · recomputed p < .001
“t (359) = 4.001, p < .001”
- Consistentt(359) = 5.181reported p < .001 · recomputed p < .001
“t (359) = 5.181, p < .001”
- Consistentt(359) = 1.839reported p < .1 · recomputed p = .067
“t (359) = 1.839, p < .10”
- Consistentt(359) = 6.788reported p < .001 · recomputed p < .001
“t (359) = 6.788, p < .001”
- Consistentt(359) = 0.091reported p > .1 · recomputed p = .928
“t(359) = .091,p > .10”
- Consistentt(359) = 14.059reported p < .001 · recomputed p < .001
“t (359) = 14.059, p < .001”
- Consistentt(359) = 20.193reported p < .001 · recomputed p < .001
“t (359) = 20.193,p < .001”
- Consistentt(359) = 18.866reported p < .001 · recomputed p < .001
“t (359) = 18.866, p < .001”
- Consistentt(359) = 17.023reported p < .001 · recomputed p < .001
“t (359) = 17.023, p < .001”
- Consistentt(359) = 21.319reported p < .001 · recomputed p < .001
“t (359) = 21.319,p < .001”
- Consistentt(359) = 18.345reported p < .001 · recomputed p < .001
“t (359) = 18.345, p < .001”
- Consistentχ²(211) = 575reported p < .001 · recomputed p < .001
“χ 2 (211) = 575, p < .001”
- Consistentχ²(211) = 688reported p < .001 · recomputed p < .001
“χ 2 (211) = 688, p < .001”
- Consistentχ²(195) = 452reported p < .001 · recomputed p < .001
“χ 2 (195) = 452, p < .001”
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
Each contradiction between two passages listed here was confirmed by an independent check.
Rated minor: it would not touch a result — a value no result rests on, a p-value that stays on the same side of the significance level, or a conflict that is clerical, resolved elsewhere in the paper, or outside its own findings.
In the paper
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 1: Cross-Level Transfer (Customer-Staff to Customer-Firm Level)
“the effect of staff loyalty intentions on firm loyalty intentions is not significant (though in the hypothesized direction) in the fast food context.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Table 1: Sample Postings Displaying Customer-Firm Affection
“Staff loyalty intentions Firm loyalty intentions -.064 (-1.096) .207**(2.795)”
Rated minor: it would not touch a result — a value no result rests on, a p-value that stays on the same side of the significance level, or a conflict that is clerical, resolved elsewhere in the paper, or outside its own findings.
In the paper
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Validation of Measures
“fast food: χ 2 (195) = 464, p < .001”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Appendix: Measurement Items and Validity Assessment
“Overall model fit: FF: χ 2 (195) = 452, p < .001”
Citations
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- Brown George H., 1952, Advertising Age, 23, 32
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- Czepiel John A., 1987, The Service Challenge: Integrating for Competitive Advantage, 91
- Fleming J.H., 2005, Harvard Business Review, 83, 106
- Kasdan Pamela, 1996, American Demographics, 18, 19
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- Lewicki Roy J., 1995, Conflict, Cooperation, and Justice: Essays Inspired by the Work of Morton Deutsh, 133
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Sorted by citations
Items 301–400 of 562
Kukreti, R., & Yadav, M. K. (2023) · Global Knowledge, Memory and Communication · doi:10.1108/gkmc-05-2023-0153 · Cited by 13
PhamThi, H., & Nghia, H. T. (2023) · Cogent Business & Management · doi:10.1080/23311975.2023.2292487 · Cited by 13
“Intimate communication with customers enables retailers to truly capture customers’ needs and preferences (Yim et al., 2008).”
Vlachos, P. A., Vrechopoulos, A., & Pramatari, K. C. (2011) · Journal of Services Marketing · doi:10.1108/08876041111161032 · Cited by 12
“Building consumer loyalty remains a key priority but also a problem area for many service managers ( Yim et al. , 2008”
BackgroundSreejesh, S., Sarkar, A., & Pradhan, S. (2016) · Management Research Review · doi:10.1108/mrr-06-2014-0150 · Cited by 13
Tourist-virtual assistant communication: the power of attachment and authenticity
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Malhotra, N., Frech, B., Leeflang, P. S. H., Kim, Y., & Higson, H. E. (2022) · European Journal of Marketing · doi:10.1108/ejm-05-2021-0345 · Cited by 15
Watch out: Themes in timepiece communities of counterfeit consumption
Key, T. M., Boostrom, R., Adjei, M. T., et al. (2013) · Journal of Consumer Behaviour · doi:10.1002/cb.1431 · Cited by 12
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Do tipping motivations predict loyalty to the server in a restaurant?
Whaley, J. E., Lee, J., & Kim, Y. (2019) · International Hospitality Review · doi:10.1108/ihr-01-2019-0001 · Cited by 12
The intimacy trap: Navigating the commercial friendships of luxury
Welté, J.-B., Cayla, J., & Covà, B. (2022) · Journal of Business Research · doi:10.1016/j.jbusres.2022.02.075 · Cited by 11
Fang, D., Zhang, G., Yang, X., & Liu, Y. (2024) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2024.2379312 · Cited by 12
“Previous research has demonstrated the impact of close relationships on consumer behaviour (Lin et al., 2019; Yim et al., 2008), especially in P2P contexts, where the host-guest relationship affects accommodation experiences (Jiang et al., 2022) and comment behaviour (Qiu et al., 2023).”
Chen, L., Hsieh, J. J. P.-A., & Chan, K. W. (2024) · MIS Quarterly · doi:10.25300/misq/2023/16664 · Cited by 12
Self-citationFrom Customer Intimacy to Digital Customer Intimacy
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How to Justify Purchase of an iPad: Users of the Latest Launch
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Title redacted: the impact of negative online review censorship
Stevens, J. L., Jones, C. L. E., & Breazeale, M. (2021) · Journal of Product & Brand Management · doi:10.1108/jpbm-04-2020-2877 · Cited by 11
Service Trust and Customer Loyalty in China’s Hotel Services: The Causal Role of Commitment
Xu, J. (2022) · Sustainability · doi:10.3390/su14138213 · Cited by 10
“Furthermore, satisfaction is generally a source of trust-building, and it is explained that satisfaction has a positive relationship with trust by providing a service to consumers who have already had a satisfying experience [7].”
BackgroundInfluentialRetractedHünecke, P., & Gunkel, M. (2012) · Service Science · doi:10.1287/serv.1120.0029 · Cited by 11
Attraction during the service encounter: examining the other side of the coin
Kuppelwieser, V. G., & Touzani, M. (2016) · Journal of Services Marketing · doi:10.1108/jsm-06-2015-0211 · Cited by 11
Fahlevi, M. (2021) · IOP Conference Series Earth and Environmental Science · doi:10.1088/1755-1315/729/1/012114 · Cited by 11
Engaging employees in value cocreation: interplay among firm, employee, and supervisor
Amin, M., Chan, K. W., Shamim, A., Ghazali, Z., & Lai, F. (2022) · Service Industries Journal · doi:10.1080/02642069.2022.2056164 · Cited by 12
“Because EMCCV and EVCCBs are higher-order constructs, we extracted composite measures to reduce model complexity (Anderson & Gerbing, 1988; Bagozzi, 1981; Yim et al., 2008).”
MethodSelf-citationPilny, H. L., Papen, M.-C., & Niemand, T. (2022) · Journal of Relationship Marketing · doi:10.1080/15332667.2022.2132105 · Cited by 10
“Over the course of time, customer intimacy may be challenged (Yim et al., 2008), decrease when relationships become closer (Sternberg, 1986), or prevent relationships from ending (B€ugel et al., 2011).”
BackgroundMethodInfluentialSorayaei, A., & Hasanzadeh, M. (2012) · Cited by 11
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Modeling e-loyalty: a moderated-mediation model
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Emoji marketing: Toward a theory of brand paralinguistics
Almaguer, J., Felix, R., & Harmeling, C. M. (2024) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2024.06.002 · Cited by 12
Mapping social media analytics for small business: A case study of business analytics
Kim, S. (2021) · International Journal of Fashion Design Technology and Education · doi:10.1080/17543266.2021.1915392 · Cited by 10
Chun, S. Y., & Hamilton, R. W. (2024) · Journal of Marketing Research · doi:10.1177/00222437241255650 · Cited by 10
Handbook of Developments in Consumer Behaviour
Weinberger, M. G., Gulas, C. S., & Weinberger, M. F. (2014) · RePEc: Research Papers in Economics · Cited by 10
Data-driven manufacturer-retailer collaboration under competition
Akçura, M. T., & Özdemir, Z. D. (2018) · Enterprise Information Systems · doi:10.1080/17517575.2018.1509136 · Cited by 9
“…and Smith 1989), busy lifestyles, geographic loyalty, store and self-image, and socioeconomic status contribute to a strong store preference and knowledge (Macintosh and Lockshin 1997; Park, Iyer, and Smith 1989; Reynolds, Darden, and Martin 1974; Sirgy and Samli 1985; Yim, Tse, and Chan 2008).”
BackgroundLinking Relational Benefits and Customer Loyalty: The Mediating Role of Customer Intimacy
Shukla, M. K., & Pattnaik, P. N. (2020) · Services Marketing Quarterly · doi:10.1080/15332969.2020.1830635 · Cited by 14
“In the services context, various researchers have highlighted the presence and importance of intimacy in customer–firm relationships (e.g., Beetles & Harris, 2010; B€ugel et al., 2011; Ponder et al., 2016; Ponnam & Paul, 2017; Tabrani et al., 2018; de Waal & van der Heijden, 2016; Yim et al., 2008).”
BackgroundMethodInfluentialCommercial Friendships During a Pandemic
Storr, V. H., Behr, R. K., & Romero, M. R. (2021) · The Review of Austrian Economics · doi:10.1007/s11138-021-00556-7 · Cited by 9
Tiwari, P. (2022) · SN Business & Economics · doi:10.1007/s43546-022-00229-y · Cited by 9
“As a result, customer loyalty to services is influenced by factors such as familiarity and passion (Yim et al. 2008).”
BackgroundInfluentialChen, X., Guo, S., Xiong, J., & Hao, S. (2022) · Frontiers in Psychology · doi:10.3389/fpsyg.2022.914024 · Cited by 9
“It has been extensively validated in previous research (e.g., McCollough et al., 2000; Smith and Bolton, 2002; Yim et al., 2008).”
MethodStrengthening Consumers Loyalty to a Retail Web Site: An Attachment Theory Perspective
Yan, J., & Da-hai, D. (2008) · International Seminar on Business and Information Management · doi:10.1109/isbim.2008.117 · Cited by 9
“Premised on this unpleasant situation marketers have started investigating whether managers in the quest of true loyalty should also invest on alternative intervening variables and specifically on the creation of affectionate ties with their customers [ 4 ].”
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“Customers with affectionate ties (strong feelings) with the firm show higher loyalty and intend to spread positive WoM (Karjaluoto et al., 2016; Yim et al., 2008).”
Modeling Academic Research Collaborator Selection Using an Integrated Model
Husain, O., Salim, N. B., Alias, R. A., Abdelsalam, S., Ramayah, T., Shehzad, H. M. F., & Hamzah, M. (2021) · IEEE Access · doi:10.1109/access.2021.3096250 · Cited by 10
A quantitative exploration of service brand avoidance and its antecedents
Mostert, P. G., Petrou, S., Petzer, D. J., & Berndt, A. D. (2021) · International Journal of Services and Operations Management · doi:10.1504/ijsom.2021.117638 · Cited by 8
Blogging effects across supplier, retailer, and customer
Prasad, S. (2019) · Journal of Marketing Communications · doi:10.1080/13527266.2019.1609569 · Cited by 9
“Retailers can enhance the loyalty of customers by adding better interpersonal experience and excitement to the service (Yim, Tse, and Chan 2008).”
BackgroundThe Functional Building Blocks of Emoji in Consumer Engagement
Ge, J. (2020) · International Journal of Semiotics and Visual Rhetoric · doi:10.4018/ijsvr.2020070102 · Cited by 9
Happiness and co-creation of value: Playing the blues
Hughes, T., & Vafeas, M. (2021) · Marketing Theory · doi:10.1177/14705931211032255 · Cited by 8
“Happiness is also associated with consumption of services (Aksoy et al., 2015; Yim et al., 2008), in particular where consumption involves social relationships (Caprariello and Reis, 2013).”
BackgroundSpecificity of CSR Ties That (Un)Bind Brand Attachment
Romano, F. M., Devine, A., Tarabashkina, L., Soutar, G. N., & Quester, P. G. (2021) · Australasian Marketing Journal (AMJ) · doi:10.1177/18393349211030699 · Cited by 8
“Brand attachment differs from evaluation-based responses, such as brand attitude, because it exerts a more powerful influence on commitment and facilitates stronger connections with brands (Thomson et al., 2005; Yim et al., 2008).”
BackgroundTrust-aware process design: the case of GoFood
Mahendrawathi, E. R., Funke, C., Rosemann, M., Goetz, F., & Wruck, T. (2022) · Business Process Management Journal · doi:10.1108/bpmj-10-2021-0663 · Cited by 9
Buyer Loyalty in Business Markets: Can the Firm and Salesperson Get What They Truly Desire?
Wang, G., Wang, X., Long, Y., Hou, W. C., & Lim, E. A. C. (2015) · Journal of Business-to-Business Marketing · doi:10.1080/1051712x.2015.1081018 · Cited by 8
Impact of Switching Costs on the Tripartite Model - Third Party Logistics
Chin, S. H., Soh, K. L., & Wong, W. P. (2013) · Management Science · Cited by 8
Nichols, B. S. (2010) · Cited by 8
Destination love and addiction: Insights from positive addiction theory
Junaid, M. R., Hamid, A. B. A., ., N. I. Y., Akram, U., & Hussain, K. (2024) · Journal Of Vacation Marketing · doi:10.1177/13567667241249179 · Cited by 7
“Yim et al. (2008) emphasized that the quality of interaction is critical in developing brand love.”
I’m “KFC”: How brand-exclusive digital human influences brand intimacy
Zhang, W. Q., & Zhu, D. H. (2025) · Journal of Business Research · doi:10.1016/j.jbusres.2025.115451 · Cited by 7
Relationship (breakup) reminders drive online advertising effectiveness
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Does brand anthropomorphism and brand intimacy matter to assess consumers’ engagement successfully?
Thanh, N. N. Đ., & Trong, P. N. (2023) · Cogent Business & Management · doi:10.1080/23311975.2023.2249897 · Cited by 10
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“In addition, these facets can boost customers’ intentions to establish richer emotional bonds with brands (Yim et al., 2008).”
Inside sales structures and firm performance
Ahearne, M., Pourmasoudi, M., & Habel, J. (2025) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-025-01085-6 · Cited by 7
“Sales interactions in these settings must evolve beyond mere transactions to become deep, meaningful, and highly consultative (Yim et al., 2008).”
브랜드의 총체적 체험이 소비자-브랜드의 정서적 유대관계에 미치는 영향
Lee, J. U., Jeon, J. E., & Yoon, J. Y. (2010) · ASIA MARKETING JOURNAL · doi:10.53728/2765-6500.1255 · Cited by 7
The role of vendor in eCRM tool development
O’Reilly, K. A., & Paper, D. J. (2009) · Qualitative Market Research An International Journal · doi:10.1108/13522750910993329 · Cited by 7
Storytelling for business blogging: A process on two path model
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Bekar, A., Durmaz, Ş., & Yozukmaz, N. (2020) · Turizam · doi:10.5937/turizam24-23444 · Cited by 7
“And accordingly the business continues to produce and sell its green products with the same brand (Ailawadi et al., 2001; Yi, Jeon, 2003; Yim et al., 2008).”
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Floh, A., Koller, M., Zauner, A., & Teller, C. (2017) · Journal of Consumer Behaviour · doi:10.1002/cb.1634 · Cited by 7
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Why Blogger Sells: An Approach from the Attachment Theory
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Do espaço ao ciberespaço: sobre etnografia e netnografia
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The Effects of Attractiveness of Service Employee’s on Interpersonal Trust, Satisfaction and Loyalty
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Rao, A. S., Suar, D., & Sahoo, B. K. (2024) · The TQM Journal · doi:10.1108/tqm-09-2023-0296 · Cited by 6
Brand Love for Sports Apparels Among Indians: A Triangular Theory of Love Perspective
Thomas, T., & Jain, D. S. (2022) · Vision The Journal of Business Perspective · doi:10.1177/09722629221105672 · Cited by 6
Passionately attached or properly matched? The effect of self-congruence on grocery store loyalty
Liu, H., Mu, Y., Fu, X., et al. (2022) · British Food Journal · doi:10.1108/bfj-08-2021-0848 · Cited by 6
Legman, I. D., Gabor, M. R., & Kardos, M. (2023) · Electronics · doi:10.3390/electronics12051158 · Cited by 6
Pragmatics in the service of marketing: The case of COVID-19 semi-commercial public signs
Bella, S., & Ogiermann, E. (2024) · Journal of Pragmatics · doi:10.1016/j.pragma.2023.12.011 · Cited by 6
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The friend or foe fallacy: Why your best customers may not need your friendship
Dalsace, F., & Jap, S. D. (2017) · Business Horizons · doi:10.1016/j.bushor.2017.03.006 · Cited by 6
CSR Image and Customer Satisfaction: The Mediating Role of Customer Trust and Customer Loyalty
Irfan, S., Iqbal, I., Iqbal, S., & Bashir, F. (2021) · Journal of Accounting and Finance in Emerging Economies · doi:10.26710/jafee.v7i3.1907 · Cited by 6
Markovian Application to Brand Switching Behaviour: A Survey of Toothpaste
Umoh, G. I., Awa, H. O., & Ebitu, P. T. (2013) · European Journal of Business and Management · Cited by 6
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The Role of User-Generated Content in Social Commerce: A Systematic Review
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Developing Brand's Love to Consumer in Service: A Study of Sedan Maintenance Service Brand in China
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“We adapted the 45-item love scale in [39] based on [11] and brand love scales in [10] [ 28 ] and developed a 24-item BLTC scale including three BLTC subscales (commitment subscales, intimacy subscales and passion subscales, refer to Table I.).”
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Contingent effects of firm and employee reputations on professional advice adoption
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“In general, these studies found that service firm and employee reputations do not necessarily have the same impact on 348 E. S. L. Kang, S. Y. Lam marketing outcomes (Clarke et al. 2007; Yim et al. 2008).”
Deciphering factors that make a narcissistically loved salon brand
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“Despite the significance of intimacy (Tabrani, Amin, and Nizam 2018; Yim, Tse, and Chan 2008), few studies have analyzed and empirically tested the relationship between intimacy and the habitual usage of existing banking services.”
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Delivering Ideal Employee Experiences
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Customer Ethnic Bias in Service Encounters
Linzmajer, M., Brach, S., Walsh, G., & Wagner, T. (2019) · Alexandria (UniSG) (University of St.Gallen) · doi:10.25384/sage.c.4684031.v1 · Cited by 5
Personalization as a Strategy to Build Customer Relationship: The Role of Intimacy
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From GI products consumers to destination visitors: an examination of the push side mechanism
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Metadata
- Authors
- Yim, C. K. (., Tse, D. K., & Chan, K. W.
- Affiliations
- University of Hong Kong (HK)
- Hong Kong Polytechnic University (HK)
- Corresponding author
- Yim, Chi Kin (Bennett)
- Tse, David K.
- Chan, Kimmy Wa
- Venue
- Journal of Marketing Research
- Publisher
- SAGE Publications
- Published
- 2008-12
- Volume
- 45
- Issue
- 6
- Pages
- 741-756
- ISSN
- 0022-2437 (ISSN-L)
- 1547-7193
- OpenAlex
- W2020750583
- Cited by
- 583
- References
- 115
- Citations by year
- 2026: 17 · 2025: 36 · 2024: 35 · 2023: 34 · 2022: 51 · 2021: 55 · 2020: 43 · 2019: 35 · 2018: 38 · 2017: 31 · 2016: 35 · 2015: 30 · 2014: 37 · 2013: 27 · 2012: 28
- FWCI
- 42.33
- Type
- journal article
- Language
- en
- Open access
- green
- hdl.handle.net
- Locations
- Journal of Marketing Research (publishedVersion)
- PolyU Institutional Research Archive (Hong Kong Polytechnic University) (submittedVersion)
- The HKU Scholars Hub (University of Hong Kong) (submittedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior in Brand Consumption and Identification
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Keywords
- customer loyalty, intimacy, passion, service encounters, affect transfer, customer service interaction
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