The trust-commitment challenge in service quality-loyalty relationships

Moreira, António Carrizo; Silva, Pedro Miguel

doi:10.1108/ijhcqa-02-2014-0017

Cited by 96 publications

(124 citation statements)

References 32 publications

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“…The purpose of the current study was to investigate the predict power of relationship quality, patient gratitude, and alternative attractiveness on patient loyalty. The results of our study revealed that satisfaction and commitment were found to contribute to patient loyalty, which are consistent with previous studies that indicated that a solid loyalty could be stimulated by patients' perceived satisfaction in the hospital services and also by a supportive commitment from the hospital in the healthcare service industry [30], [31]. However, trust does not have a significant effect on patient loyalty.…”

Section: Discussionsupporting

confidence: 82%

Establishing Patient Loyalty by Investigating Its Relationship with Relationship Quality, Alternative Attractiveness, and Patient Gratitude in Hospitals

Hsieh¹,

Lee²,

Wu³

et al. 2018

IJEEEE

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Abstract:Recently hospitals are facing several challenges in a competitive medical market, how to enhance physician-patient relationship becomes an important concern for hospitals to better improve medical quality and patient loyalty. However, the enhancement of patient loyalty through a better physician-patient relationship is still ambiguous in healthcare field. The purpose of this study aims to examine the physician-patient interaction, and to further investigate the relationships among relationship quality, patient gratitude, alternative attractiveness, and patient loyalty. The findings revealed that both satisfaction and commitment had positive effects on patient loyalty whereas trust had no significant impact on patient loyalty. Additionally, gratitude demonstrated a significant effect on patient loyalty. In addition, patient loyalty was found to have no significant impact on patient loyalty. Healthcare management should pay more attention to relationship-oriented elements (such as relationship quality and gratitude) in order to provide a better physician-patient relationship in medical service industries.

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Section: Discussionsupporting

confidence: 82%

Establishing Patient Loyalty by Investigating Its Relationship with Relationship Quality, Alternative Attractiveness, and Patient Gratitude in Hospitals

Hsieh¹,

Lee²,

Wu³

et al. 2018

IJEEEE

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“…It was also found that trust holds a significant relationship with commitment in various service-related contexts as well as in a luxury brand context (Moreira and Silva, 2015;Ou et al, 2011;Sumaedi, Juniarti and Bakti, 2015;Shukla et al, 2016). Therefore, the two relationship quality factors, trust and commitment, are hypothesised to have significant relationships with each other while trust also has a significant relationship with the behavioural intention of customers in relation to postpurchase service and repairs at a luxury motor vehicle dealership.…”

Section: The Relationships Between Trust Commitment and Behavioural mentioning

confidence: 95%

“…Commitment has also been found to be significantly related to behaviour intention and, with respect to its different categories as proposed by Parasuraman et al (1994), to different service, retail and luxury brand contexts (Fullerton, 2014;Jani and Han, 2011;Liang and Wang, 2007;Moreira and Silva, 2015;Shukla, Banerjee and Singh, 2016). Therefore, two relationship quality factors -customer satisfaction and commitment -are hypothesised to have significant relationships with each other and the behavioural intention of customers when post-purchase service and repairs at a luxury motor vehicle dealership are considered.…”

Section: The Relationships Between Customer Satisfaction Commitment mentioning

confidence: 96%

A mediated model of relationship quality factors affecting behavioural intention at a luxury motor vehicle dealership

Petzer

Zyl

2017

EBR

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Purpose The aim of this study is to determine whether customer satisfaction, trust and commitment as relationship quality factors can be valuable to a luxury motor vehicle dealership in generating favourable behavioural intentions concerning post-purchase service and repair offerings. Design/methodology/approach A descriptive research design was followed, and self-administered questionnaires were fielded among customers of the luxury motor vehicle dealership. A total of 301 questionnaires were returned and the interrelationships between the constructs were examined using structural equation modelling. Findings It was discovered that customers who trust the dealership may be more committed, and commitment may strengthen the relationship between customer satisfaction and a favourable behavioural intention towards the dealership. Research limitations/implications The findings of the study add to the developing body of empirical literature on relationship quality and behavioural intention. Practical implications The study indicates how relationship quality factors can influence behavioural intentions of customers, assist in building long-term relationships with customers and retain current customers where post-purchase service and repairs of luxury goods are concerned. Originality/value The study provides an emerging market perspective of the interrelationships between relationship quality factors affecting behavioural intention regarding service and repairs of luxury goods.

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“…The interaction and result qualities impact positively to the patient's trust in the hospital, but has no significant effect to the environmental quality. Developing trust leads to a positive attitude and loyalty from the patients (Moreira & Silva, 2015). Trust acts as an intermediate in the relationship between satisfaction with service recovery, cumulative satisfaction and relationship between positive emotions and loyalty.…”

Section: H2: Corporate Social Responsibility Impacts To the Customer mentioning

confidence: 99%

Customer Trust through Green Corporate Image, Green Marketing Staretgy and Social Responsibility: A Case Study

Widyastuti¹,

Said²,

Siswono³

et al. 2019

ERSJ

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Purpose:The aim of this study is to investigate the public awareness on the consumption of green products and their desire to reduce the impact of environmental damage, to propose green image, green marketing and corporate responsibility. Desigh/Methodology/Approach: The research was conducted through a survey method using customers of Unilever. The sample result was determined by the purposive sampling of 225 customers in Jakarta and its sorounding areas. Findings: The programs succeeded with the building of a green corporate image, which shows the green marketing implementation, its marketing strategy and its corporate social responsibility which is highly beneficial and memorable to the community. Practical Implementation: The research was counducted within the available region and a limited sample form manufacturing firms. More consumers and more communities should be invited to care for the environment. They should also have the ability to prove and commit to the community in the implementation of their corporate social responsibility program in order to minimize the environmental impact of not just the corporate image of the company, but also their operation process. Originality/Value: The study enables the company to be a key driver in green marketing initiatives, potentially leading to the creation of new economic growth, a green environment and help improve public health.

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The trust-commitment challenge in service quality-loyalty relationships

Cited by 96 publications

References 32 publications

Establishing Patient Loyalty by Investigating Its Relationship with Relationship Quality, Alternative Attractiveness, and Patient Gratitude in Hospitals

Establishing Patient Loyalty by Investigating Its Relationship with Relationship Quality, Alternative Attractiveness, and Patient Gratitude in Hospitals

A mediated model of relationship quality factors affecting behavioural intention at a luxury motor vehicle dealership

Customer Trust through Green Corporate Image, Green Marketing Staretgy and Social Responsibility: A Case Study

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