Journal ArticleDOI
Relational Benefits in Services Industries: The Customer’s Perspective:
TLDR
In this paper, the authors examined the benefits customers receive as a result of engaging in long-term relational exchanges with service firms and found that consumer relational benefits can be categorized into three distinct benefit types: confidence, social, and special treatment benefits.Abstract:
This research examines the benefits customers receive as a result of engaging in long-term relational exchanges with service firms. Findings from two studies indicate that consumer relational benefits can be categorized into three distinct benefit types: confidence, social, and special treatment benefits. Confidence benefits are received more and rated as more important than the other relational benefits by consumers, followed by social and special treatment benefits, respectively. Responses segmented by type of service business show a consistent pattern with respect to customer rankings of benefit importance. Management implications for relational strategies and future research implications of the findings are discussed.read more
Citations
More filters
Journal ArticleDOI
The different roles of satisfaction, trust, and commitment in customer relationships
Ellen Garbarino,Mark S. Johnson +1 more
TL;DR: Several theories of relationship marketing propose that customers vary in their relationships with a firm on a continuum from transactional to highly relational bonds as discussed by the authors, but few empirical studies have been conducted.
Journal ArticleDOI
Consumer Trust, Value, and Loyalty in Relational Exchanges:
TL;DR: In this paper, the authors developed a framework for understanding the behaviors and practices of service providers that build or deplete consumer trust and the mechanisms that convert consumer trust into value and loyalty in relational exchanges.
Journal ArticleDOI
Understanding Relationship Marketing Outcomes An Integration of Relational Benefits and Relationship Quality
TL;DR: In this paper, the authors integrate customer satisfaction and commitment as relationship quality dimensions that partially mediate the relationship between three relational benefits (confidence benefits, social benefits, and special treatment benefits) and the two outcome variables.
Journal ArticleDOI
Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration
TL;DR: In this paper, the authors investigate retailer-consumer relationships, and show that different relationship marketing tactics have a differential impact on consumer perceptions of a retailer's relationship investment, and demonstrate that perceived relationship investment affects relationship quality.
Journal ArticleDOI
Hedonic shopping motivations
TL;DR: In this article, the authors identify a comprehensive inventory of consumers' hedonic shopping motivations based on exploratory qualitative and quantitative studies and develop a six-factor scale that consists of adventure, gratification, role, value, social, and idea shopping motivations.
References
More filters
Journal ArticleDOI
Basics of qualitative research : grounded theory procedures and techniques
Anselm L. Strauss,Juliet Corbin +1 more
TL;DR: In this article, the authors discuss the uses of literature and open coding techniques for enhancing theoretical sensitivity of theoretical studies, and give guidelines for judging a grounded theory study.
Journal ArticleDOI
The Commitment-Trust Theory of Relationship Marketing
Robert Morgan,Shelby D. Hunt +1 more
TL;DR: Relationship marketing, established, developing, and maintaining successful relational exchanges, constitutes a major shift in marketing theory and practice as mentioned in this paper, after conceptualizing relationship relationships as a set of relationships.
Journal ArticleDOI
A Conceptual Model of Service Quality and Its Implications for Future Research
TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...
Book
The practice of social research
TL;DR: This chapter discusses the construction of Inquiry, the science of inquiry, and the role of data in the design of research.
Book
Scale development : theory and applications
TL;DR: In this paper, the authors discuss the role of measurement in the social sciences and propose guidelines for scale development in the context of scale-based measurement. But, the authors do not discuss the relationship between scale scores and scale length.
Related Papers (5)
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell,David F. Larcker +1 more