9 research outputs found
An empirical analysis of the retention of dissatisfied business services customers using structural equation modelling
This study extends the body of literature concerning service switching, complaint handling, dependence and commitment by investigating why dissatisfied B2B customers do not switch service providers. Specifically, it develops and tests a social exchange-based model examining how dissatisfied, but behaviourally loyal, customers act in terms of their repurchase intentions. A conceptual model, specifying a set of hypothesised relationships between dimensions of switching costs, interpersonal relationships, dimensions of complaint handling, satisfaction with complaint handling, attractiveness of alternatives, dependence, calculative commitment and repurchase intentions, was examined using AMOS 17.0 on a sample of 376 business directors/managers from responding organisations. The results show that satisfaction with complaint handling, benefit-loss costs, dependence and calculative commitment significantly increase customers’ repurchase intentions. The findings also indicate that dependence, interpersonal relationships and specific types of switching costs influence customers’ calculative commitment, and the latter influences intentions to repurchase services. The study builds on the Investment Model by including justice components, and examines the effects of different types of antecedents on calculative commitment that have previously not been examined
Gap Analysis in Customer Loyalty: A Research in 5-Star Hotels in the Antalya Region of Turkey
customer loyalty, gap analysis, hotels,
A Comparative Study of Consumer and B2B Goods Importers’ Trust and Commitment: Evidence from an Asian Developing Country
The Impacts of Perceived Ethical Sales Behavior on Customer Satisfaction, Customer Trust and Customer Loyalty
Antecedents and outcomes of service recovery perfomance in private healthcare: An empirical investigation
Service recovery perfomance, healthcare, frontline staff, Desempeño en los servicios de atenciñn al paciente, sanidad, pleados de atención al póblico,