Antecedents and consequences of customer-service provider relationship strength

Ng, S, David, M and Dagger, T 2013, 'Antecedents and consequences of customer-service provider relationship strength', International Journal of Business Environment, vol. 5, no. 3, pp. 232-251.


Document type: Journal Article
Collection: Journal Articles

Title Antecedents and consequences of customer-service provider relationship strength
Author(s) Ng, S
David, M
Dagger, T
Year 2013
Journal name International Journal of Business Environment
Volume number 5
Issue number 3
Start page 232
End page 251
Total pages 20
Publisher Inderscience Publishers
Abstract Strong relationships are crucial to service industries as it reduces customer churn. This paper investigates the impact of relationship antecedents on relationship strength and its subsequent influence on attitudinal loyalty and share of wallet. Results from a structural equation model that utilises data from 591 consumers across nine different service types show confidence and social benefits, frequency, duration and relationship investment (driven by management and communication efforts) enhance relationship strength. Relationship strength drives attitudinal loyalty and share of wallet, with attitudinal loyalty mediating the relationship between relationship strength and share of wallet. This study investigates the factors that drive strong relationships and the importance of attitudinal loyalty as it mediates the relationship between relationship strength and share of wallet. This is the first study to simultaneously examine relationship benefits, investment and the frequency and duration of a relationship impact on relationship strength; and its subsequent influence on attitudinal and behavioural outcomes, in various service industries.
Subject Marketing not elsewhere classified
Keyword(s) service industries
relationship strength
relationship antecedents
share of wallet
SOW
attitudinal loyalty
SEM
structural equation modelling
mediation tests
service providers
customers
customer churn
confidence
social benefits
relationship investment
relationship frequency
relationship duration
attitudinal outcomes
behavioural outcomes
business environment.
DOI - identifier 10.1504/IJBE.2013.050628
Copyright notice © 2013 Inderscience Enterprises Ltd.
ISSN 1740-0589
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