Transfer Effect Of Trust Satisfaction And Loyalty Link
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Author |
: Sami F. Elestwani |
Publisher |
: |
Total Pages |
: |
Release |
: 2015 |
ISBN-10 |
: OCLC:1047960787 |
ISBN-13 |
: |
Rating |
: 4/5 (87 Downloads) |
Synopsis Transfer Effect of Trust, Satisfaction and Loyalty Link by : Sami F. Elestwani
With the recent advancements in information and communications technology, e-contact centers have taken on a new role in the retail world. They have become an essential gateway to retailers’ relationship with their customers. The use of consumer-trusted advanced communication technologies in e-contact centers has been found to play an important role in the creation of customer loyalty. The purpose of this study was to investigate the effect of consumer trust in information and communication technology on the trust, satisfaction, and loyalty that customers develop with e-contact centers and to provide an integrated model to assess the effect of a trust-satisfaction-loyalty link to e-contact centers on the formation process of their loyalty to retailers. The results suggest that trust in communication technology plays an important role in the formation process of customer trust, satisfaction and loyalty within e-contact centers, and that customer trust, satisfaction, and loyalty to e-contact centers are linked to their loyalty to retailers.
Author |
: Eid, Riyad |
Publisher |
: IGI Global |
Total Pages |
: 427 |
Release |
: 2013-03-31 |
ISBN-10 |
: 9781466636323 |
ISBN-13 |
: 1466636327 |
Rating |
: 4/5 (23 Downloads) |
Synopsis Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies by : Eid, Riyad
Due to the growth of internet and mobile applications, relationship marketing continues to evolve as technology offers more collaborative and social communication opportunities. Managing Customer Trust, Satisfaction, and Loyalty through Information Communication highlights technologys involvement with business processes in different sectors and industries while identifying marketing activities that are affected by its usage. This reference is a vital source for organizational managers, executives, and professionals, as well as academics and students interested in this constantly changing field.
Author |
: Olaf Hermans |
Publisher |
: |
Total Pages |
: |
Release |
: 2019 |
ISBN-10 |
: OCLC:1107166690 |
ISBN-13 |
: |
Rating |
: 4/5 (90 Downloads) |
Synopsis Exploring the Role of Grounded Relationship Quality and Loyal Customer Contribution in the Satisfaction-loyalty Chain in Ongoing Service Relationships by : Olaf Hermans
This study revisits the customer loyalty debate in ongoing service relationships. The current loyalty paradigm of relationship marketing is the satisfaction-loyalty chain, in which customer loyalty is a one-dimensional concept of intensive usage and promotion (Zeithaml, Berry & Parasuraman, 1996), and in which customer satisfaction, trust and commitment form the full mediation mechanism between any service or relational stimulus and customer loyalty (e.g. Aurier & NGoala, 2010). Besides being a loyal customer, customers can also contribute to the customer experience and the service organization by fulfilling a variety of organizational roles and functions (e.g. Fliess, Dyck & Smelter, 2014). This study theorized and found empirical support that, in ongoing service relationships,1) A customers self-reported contribution behaviors that are motivated in loyalty (Loyal Contribution) constitute an expression of loyalty which is independent from the traditional loyalty concept contained in the satisfaction-loyalty chain. 2) Grounded Relationship Quality, defined as the degree to which customers meta-cognitively qualify their ongoing service relationship as one in which structural relationship qualities are concretely constructed and enacted together with the service organization, effectuates a direct effect on Loyal Contribution, with no mediation role for satisfaction, trust, commitment or loyalty.3) Grounded Relationship Quality is an important mediator of the effect of customer trust on customer commitment. This study is also original in having observed that not commitment but overall customer satisfaction is the strongest driver of traditional loyalty in ongoing service relationships, whereby trust and commitment are key attributes and key antecedents of overall satisfaction. The empirically validated model of primary structural relationships shows the key theoretical implication of this study: in ongoing service relationships customers mental relationship states between satisfaction and loyalty should be studied as an omni-directional plane, rather than as a one-directional chain. This plane is defined by the two dimensions of customer contribution and psychological distance, and is referred to as the State of Relationship.
Author |
: Nadine Schirmer |
Publisher |
: |
Total Pages |
: 0 |
Release |
: 2020 |
ISBN-10 |
: OCLC:1376893024 |
ISBN-13 |
: |
Rating |
: 4/5 (24 Downloads) |
Synopsis The Link Between Customer Satisfaction and Loyalty by : Nadine Schirmer
This research examines whether trust and commitment mediate the extent to which satisfaction influences loyalty, and whether such mediation is conditional on certain demographic or situational customer characteristics. The findings suggest that assuming homogeneity supports the general notion that trust and commitment partially mediate the extent to which satisfaction influences loyalty. FIMIX-PLS and PLS-MGA analyses substantiate that this mediation differs between two distinct customer segments. The two segments reveal heterogeneity in how trust and commitment partially mediate the link between satisfaction and loyalty. That is, the effect of satisfaction on loyalty is fully mediated by trust and commitment in the segment of customers with high education, whereas satisfaction is partially mediated by trust, but not by commitment, in the other segment of customers with less education.
Author |
: Alan Wilson |
Publisher |
: McGraw Hill |
Total Pages |
: 539 |
Release |
: 2020-10-07 |
ISBN-10 |
: 9781526847812 |
ISBN-13 |
: 1526847817 |
Rating |
: 4/5 (12 Downloads) |
Synopsis EBK: Services Marketing: Integrating Customer Service Across the Firm 4e by : Alan Wilson
Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success. In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-todate and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today. New and updated material in this new edition includes: • New content related to human resource strategies, including coverage of the role of robots and chatbots for delivering customer-focused services. • New coverage on listening to customers through research, big data, netnography and monitoring user-generated content. • Increased technology, social media and digital coverage throughout the text, including the delivery of services using mobile and digital platforms, as well as through the Internet of Things. • Brand new examples and case studies added from global and innovative companies including Turkish Airlines, Volvo, EasyJet and McDonalds. Available with McGraw-Hill’s Connect®, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency.
Author |
: Jacob Jacoby |
Publisher |
: John Wiley & Sons |
Total Pages |
: 184 |
Release |
: 1978 |
ISBN-10 |
: IND:39000008668803 |
ISBN-13 |
: |
Rating |
: 4/5 (03 Downloads) |
Synopsis Brand Loyalty by : Jacob Jacoby
Author |
: Houcine Akrout |
Publisher |
: Emerald Group Publishing |
Total Pages |
: 179 |
Release |
: 2019-08-15 |
ISBN-10 |
: 9781838670627 |
ISBN-13 |
: 1838670629 |
Rating |
: 4/5 (27 Downloads) |
Synopsis New Insights on Trust in Business-to-Business Relationships by : Houcine Akrout
New Insights on Trust in Business-to-Business Relationships provides readers with advanced original insights on trust antecedents, processes and consequences within the B2B marketing context and offers practical tools alongside suggestions for future research.
Author |
: |
Publisher |
: |
Total Pages |
: 312 |
Release |
: 2006 |
ISBN-10 |
: IND:30000112586627 |
ISBN-13 |
: |
Rating |
: 4/5 (27 Downloads) |
Synopsis International Journal of Technology Transfer and Commercialisation by :
Author |
: Tammy J. Schakett |
Publisher |
: |
Total Pages |
: 0 |
Release |
: 2009 |
ISBN-10 |
: OCLC:1405242809 |
ISBN-13 |
: |
Rating |
: 4/5 (09 Downloads) |
Synopsis The impact of social bonding on the buyer's loyalty, trust, satisfaction and service quality towards the seller in a business-to-business relationship by : Tammy J. Schakett
Author |
: Brian Nicholas Rutherford |
Publisher |
: |
Total Pages |
: 222 |
Release |
: 2007 |
ISBN-10 |
: 1109966229 |
ISBN-13 |
: 9781109966220 |
Rating |
: 4/5 (29 Downloads) |
Synopsis The Differing Effects of Satisfaction, Trust, and Commitment on Buyer's Behavioral Loyalty: A Study Into the Buyer-salesperson and Buyer-selling Firm Relationship in a Business-to-business Context by : Brian Nicholas Rutherford
Key words. Selling firm, salesperson, business-to-business, continuance, satisfaction, trust, commitment, conflict, perceived commitment, and dependence