Trust and commitment influences on customer retention: insights from business-to-business services

Gounaris, Spiros

doi:10.1016/s0148-2963(03)00122-x

Cited by 522 publications

(433 citation statements)

References 65 publications

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“…There are also some evidences supporting a positive relationship between e-tailer trust and e-loyalty, in term of increased spending [44], and intentions to purchase [45] or repurchase. E-trust also have positive and significant influence on e-commitment [46].…”

Section: Trustmentioning

confidence: 90%

Factors Influencing Customer Loyalty Toward Online Shopping

Pratminingsih¹,

Lipuringtyas²,

Rimenta³

2013

IJTEF

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Abstract-The significant growth of online shopping makes the competition in this industry become more intense. Maintaining customer loyalty has been recognized as one of the essential factor for business survival and growth. The purpose of this study is to examine empirically the influence of satisfaction, trust and commitment on customer loyalty in online shopping. This paper describes a theoretical model for investigating the influence of satisfaction, trust and commitment on customer loyalty toward online shopping. Based on the theoretical model, hypotheses were formulated. The primary data were collected from the respondents which consists of 300 students. Multiple regression and qualitative analysis were used to test the study hypotheses. The empirical study results revealed that satisfaction, trust and commitment have significant impact on student loyalty toward online shopping.

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Section: Trustmentioning

confidence: 90%

Factors Influencing Customer Loyalty Toward Online Shopping

Pratminingsih¹,

Lipuringtyas²,

Rimenta³

2013

IJTEF

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“…While there has been little research expressly on contractors and clients, insight into these relations may be borrowed from studies of business-to-business (e.g., suppliers and customers) relations and research seeking to identify antecedents of dual organization and union commitment. Gournaris (2005), for example, found that mutual trust and commitment are the core elements in forging favorable relations between service providers and clients.…”

Section: Client Organization-based Antecedents Of Client Commitmentmentioning

confidence: 99%

Organizational and client commitment among contracted employees

Coyle‐Shapiro

Morrow

2006

Journal of Vocational Behavior

103

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This study examines affective commitment to employing and client organizations among long-term contracted employees, a new and growing employment classification. Drawing on organizational commitment and social exchange literatures, we propose two categories of antecedents of employee commitment to client organizations. We tested our hypotheses using a survey collected from employees in four UK contracting organizations delivering a service on behalf of a government entity. The results suggest that perceived client organizational support and attractiveness of the client organization relate positively to employees' affective commitment to the client organization. Furthermore, affective contractor commitment explained unique variation in client affective commitment beyond that accounted for by the client-based predictors, suggesting that employees' commitment to their own contracting organization is important to explaining employees' commitment to the client organization. We suggest that a greater reliance on social exchange theory may provide a basis for understanding commitment in its different forms and foci. Organizational and Client Commitment among Contracted Employees AbstractThis study examines affective commitment to employing and client organizations among

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“…Indeed, service encounter quality in a business-to-business context tends to be both overlooked at the managerial level (Bitran & Lojo 1993) and under-researched academically (Brown et al 1994;Chumpitaz & Paparoidamis 2004;Durvasula et al 1999;Gounaris 2005;Hartline & Jones 1996). This is surprising given the importance of contact personnel and the social/interpersonal aspects of the encounter in businessto-business services (Paulin et al 2000).…”

Section: Introductionmentioning

confidence: 99%

Outcomes of service encounter quality in a business-to-business context

Jayawardhena

Souchon

Farrell

et al. 2007

Industrial Marketing Management

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Service encounter quality is an area of growing interest to researchers and managers alike, yet little is known about the effects of face-to-face service encounter quality within a business-tobusiness setting. In this paper, a psychometrically sound measure of such service encounter quality is proposed, and consequences of this construct are empirically assessed. Both a literature review and a dyadic in-depth interview approach were used to develop a conceptual framework and a pool of items to capture service encounter quality. A mail survey of customers was undertaken, and a response rate of 36% was obtained. Data analysis was conducted via confirmatory factor analysis and structural equation modeling. Findings reveal a four-factor structure of service encounter quality, encompassing professionalism, civility, friendliness and competence dimensions. Service encounter quality was found to be directly related to customer satisfaction and service quality perceptions, and indirectly to loyalty. The importance of these findings for practitioners and for future research on service encounter quality is discussed.

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Trust and commitment influences on customer retention: insights from business-to-business services

Cited by 522 publications

References 65 publications

Factors Influencing Customer Loyalty Toward Online Shopping

Factors Influencing Customer Loyalty Toward Online Shopping

Organizational and client commitment among contracted employees

Outcomes of service encounter quality in a business-to-business context

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