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

Research output: Contribution to journalArticle

312 Citations (Scopus)

Abstract

Despite the importance of trust and commitment in relationship marketing, the scholarly inquiry on the issue is rather impeded in several ways. Furthermore, when it comes to the marketing of services and specifically for business-to-business (B2B) markets, the empirical documentation is even slimmer despite the fact that services are increasingly becoming a vital component of the product that the customers buy even when it comes to tangible goods such as computers or cars. In view of this gap, the present empirical study attempts an investigation of two specific antecedents of trust and consequently of commitment: the perceived quality of the service and the customer bonding techniques used by the supplier. In doing so, the causality of the relationships between the various constructs is also examined.

LanguageEnglish
Pages126-140
Number of pages15
JournalJournal of Business Research
Volume58
Issue number2
Early online date27 Aug 2003
DOIs
Publication statusPublished - 28 Feb 2005

Fingerprint

Business-to-business services
Customer retention
Car
Empirical study
Business-to-business (B2B)
Causality
Perceived quality
Marketing
Suppliers
Documentation

Keywords

  • industrial services quality
  • relationship marketing
  • behavioral intentions
  • commitment
  • trust
  • bonding
  • customer retention
  • b2b services
  • business to business services

Cite this

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abstract = "Despite the importance of trust and commitment in relationship marketing, the scholarly inquiry on the issue is rather impeded in several ways. Furthermore, when it comes to the marketing of services and specifically for business-to-business (B2B) markets, the empirical documentation is even slimmer despite the fact that services are increasingly becoming a vital component of the product that the customers buy even when it comes to tangible goods such as computers or cars. In view of this gap, the present empirical study attempts an investigation of two specific antecedents of trust and consequently of commitment: the perceived quality of the service and the customer bonding techniques used by the supplier. In doing so, the causality of the relationships between the various constructs is also examined.",
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Trust and commitment influences on customer retention : insights from business-to-business services. / Gounaris, Spiros.

In: Journal of Business Research, Vol. 58, No. 2, 28.02.2005, p. 126-140.

Research output: Contribution to journalArticle

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