Relational Benefits in Services Industries: The Customer's Perspective

Gwinner, Kevin P.; Gremler, Dwayne D.; Bitner, Mary Jo

doi:10.1177/0092070398262002

Cited by 1,847 publications

(2,090 citation statements)

References 39 publications

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“…Many previous studies demonstrated the importance of satisfaction in behaviour assessment, showing that it has positive effect on the behaviour intention and trust [23][24][25]. Satisfaction has been noted as a special form of consumer attitude.…”

Section: Research Hypothesesmentioning

confidence: 99%

A Modified Decomposed Theory of Planned Behaviour Model to Analyze User Intention towards Distance-Based Electronic Toll Collection Services

Tao

Fan

2017

PROMET

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Section: Research Hypothesesmentioning

confidence: 99%

A Modified Decomposed Theory of Planned Behaviour Model to Analyze User Intention towards Distance-Based Electronic Toll Collection Services

Tao

Fan

2017

PROMET

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“…Developing relationships with businesses may lead consumers to receive economic advantages. Customers who have an enduring relationship with an organization may be rewarded with financial benefits, such as special pricing considerations [23].…”

Section: Relational Bonds or Tiesmentioning

confidence: 99%

Relationship Bonds and Customer Loyalty: A Study Across Different Service Contexts

Lima

Fernandes

2015

Lecture Notes in Business Information Processing

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Abstract. The benefits of customer relationship strategies are well known and somewhat established nowadays. Customer loyalty emerges as the crucial glue in developing a relational approach. However, relational bonds, which relate to customer loyalty, have not yet been fully explored. Also, there is little research that takes into account the effect of service types on customer relationships and bonding. This paper develops a conceptual framework based on previous literature with a complete set of different relational bonds and examines its influence on customer loyalty across search, experience and credence services through a survey-based empirical study, with a sample of 233 consumers. The results provide guidance to managers to differentiate customer relationship strategies according to each specific service context.

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“…Customers expect to be provided with certain benefits like service exclusive to the individual and robust communication from their relationship with the salesperson (Gwinner, Gremler, & Bitner, 1998). Positive ethical sales behavior hopes to increase these benefits, thereby forming consistent and lasting customer relationships with the company.…”

Section: Review Of the Literaturementioning

confidence: 99%

Ethical Behavior of Salesperson: The Impact of Consumer’s Perception on Trust, Satisfaction and Repeat Purchasing Behavior

Demirgüneş¹

2015

TJBE

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Relational Benefits in Services Industries: The Customer's Perspective

Cited by 1,847 publications

References 39 publications

A Modified Decomposed Theory of Planned Behaviour Model to Analyze User Intention towards Distance-Based Electronic Toll Collection Services

A Modified Decomposed Theory of Planned Behaviour Model to Analyze User Intention towards Distance-Based Electronic Toll Collection Services

Relationship Bonds and Customer Loyalty: A Study Across Different Service Contexts

Ethical Behavior of Salesperson: The Impact of Consumer’s Perception on Trust, Satisfaction and Repeat Purchasing Behavior

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