How gratitude improves relationship marketing outcomes for young consumers

Abstract

Purpose Relationship marketing is about developing, maintaining and sustaining mutually beneficial customer–organisation relationships as measured by economic gains. Yet, a purely economic focus does not fully offer a psychological explanation of relationship marketing outcomes. In this regard, this paper has considered gratitude as a significant component of personal relationships, which offers insights into a customer–organisation relationships. Accordingly, this study aims to examine gratitude as a mechanism to predict relationship marketing outcomes, such as overall satisfaction, trust and commitment. Design/methodology/approach Data were collected from 1,093 millennial consumers across three university campuses. Findings Results indicate that gratitude is a mediating mechanism that can explain the relationship between young consumers’ perceptions of relationship marketing investments and overall satisfaction, trust and commitment. Perceived benevolence strengthens the relationship between perceived relationship marketing investments and customer gratitude. Originality/value The gratitude model contributes an alternative understanding of how young consumers’ perceptions of an organisation’s marketing investments are important in achieving a high degree of relationship marketing outcomes. This paper further incorporates the moderating roles of customer cynicism and perceptions of benevolence, key individual and relational characteristics, that influence the level of gratitude individuals to experience in response to the investments made by organisations.

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