3,236
Views
66
CrossRef citations to date
0
Altmetric
Articles

The interrelationships between relationship marketing constructs and customer engagement dimensions

关系营销结构与顾客参与维度之间的相互关系

&
Pages 948-973 | Received 31 Mar 2017, Accepted 03 Jan 2018, Published online: 17 Jan 2018

References

  • Affection. (2017). In Merriam-Webster. Retrieved from https://www.merriam-webster.com/dictionary/affection
  • Allen, N. J., & Meyer, J. P. (1990). The measurement and antecedents of affective, continuance and normative commitment to the organization. Journal of Occupational and Organizational Psychology, 63(1), 1–18. doi: 10.1111/j.2044-8325.1990.tb00506.x
  • Aurier, P., & De Lanauze, G. S. (2011). Impacts of instore manufacturer brand expression on perceived value, relationship quality and attitudinal loyalty. International Journal of Retail & Distribution Management, 39(11), 810–835. doi: 10.1108/09590551111177945
  • Babin, B. J., Darden, W. R., & Griffin, M. (1994). Work and/or fun: Measuring hedonic and utilitarian shopping value. Journal of Consumer Research, 20(4), 644–656. doi: 10.1086/209376
  • Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999). The role of emotions in marketing. Journal of the Academy of Marketing Science, 27(2), 184–206. doi: 10.1177/0092070399272005
  • Bartlett, M. S. (1954). A note on the multiplying factors for various chi square approximations. Journal of Royal Statistical Society, 16, 296–298.
  • Berry, L. L. (1983). Relationship marketing. In L. L. Berry, G. L. Shostack, & G. D. Upah (Eds.), Emerging perspectives on services marketing (pp. 25–28). Chicago, IL: American Marketing Association.
  • Berry, L. L. (1995). Relationship marketing of services – Growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23(4), 236–245. doi: 10.1177/009207039502300402
  • Berry, L. L., & Parasuraman, A. (1991). Marketing services. New York, NY: Free Press.
  • Bolton, R. (2011). Customer engagement: Opportunities and challenges for organizations. Journal of Service Research, 14(3), 272–274. doi:10.1177/1094670511414582.
  • Bowden, J. (2009). Customer engagement: A framework for assessing customer-brand relationships: The case of the restaurant industry. Journal of Hospitality Marketing & Management, 18(6), 574–596. doi: 10.1080/19368620903024983
  • Bowden, J. L. H. (2011). Engaging the student as a customer: A relationship marketing approach. Marketing Education Review, 21(3), 211–228. doi: 10.2753/MER1052-8008210302
  • Brodie, R. (2017). Enhancing theory development in the domain of relationship marketing: How to avoid the danger of getting stuck in the middle. Journal of Services Marketing, 31(1), 20–23. doi: 10.1108/JSM-05-2016-0179
  • Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252–271. doi: 10.1177/1094670511411703
  • Brodie, R. J., Ilic, A., Juric, B., & Hollebeek, L. (2013). Consumer engagement in a virtual brand community: An exploratory analysis. Journal of Business Research, 66(1), 105–114. doi: 10.1016/j.jbusres.2011.07.029
  • Byrne, B. M. (1998). Structural equation modeling with LISREL, PRELIS and SIMPLIS: Basic concepts, applications and programming. Mahwah, NJ: Lawrence Erlbaum.
  • Calder, B. J., Phillips, L. W., & Tybout, A. M. (1982). The concept of external validity. Journal of Consumer Research, 9(3), 240–244. doi: 10.1086/208920
  • Cater, B., & Zabkar, V. (2009). Antecedents and consequences of commitment in marketing research services: The client's perspective. Industrial Marketing Management, 38(7), 785–797. doi: 10.1016/j.indmarman.2007.10.004
  • Chen, Y. H., Wu, J. J., & Chien, S. H. (2016). Impact of initial trust, involvement, and mood on trusting belief: Evidence from the financial industry in Taiwan. Journal of Service Theory and Practice, 26(1), 91–108. doi: 10.1108/JSTP-11-2014-0252
  • Curth, S., Uhrich, S., & Benkenstein, M. (2014). How commitment to fellow customers affects the customer-firm relationship and customer citizenship behavior. Journal of Services Marketing, 28(2), 147–158. doi: 10.1108/JSM-08-2012-0145
  • DeVellis, R. F. (2012). Scale development: Theory and applications (3rd ed.). Thousand Oaks, CA: Sage.
  • Diamantopoulos, A., & Siguaw, J. A. (2000). Introducing LISREL. London: Sage.
  • Doll, W. J., Xia, W., & Torkzadeh, G. (1994). A confirmatory factor analysis of the end-user computing satisfaction instrument. MIS Quarterly, 18(4), 453–461. doi: 10.2307/249524
  • Dootson, P., Beatson, A., & Drennan, J. (2016). Financial institutions using social media – Do consumers perceive value? International Journal of Bank Marketing, 34(1), 9–36. doi: 10.1108/IJBM-06-2014-0079
  • Evanschitzky, H., Iyer, G. R., Plassmann, H., Niessing, J., & Meffert, H. (2006). The relative strength of affective commitment in securing loyalty in service relationships. Journal of Business Research, 59(12), 1207–1213. doi: 10.1016/j.jbusres.2006.08.005
  • Falk, R. F., & Miller, N. B. (1992). A primer for soft modeling. Akron, OH: University of Akron Press.
  • Financial Services Board. (2015). Annual report 2015. Retrieved from https://www.fsb.co.za/newslibrary/fsb%20annual%20report%202015.pdf
  • Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. doi: 10.2307/3151312
  • Fullerton, G. (2005). The impact of brand commitment on loyalty to retail service brands. Canadian Journal of Administrative Sciences/Revue Canadienne des Sciences de L'Administration, 22(2), 97–110. doi: 10.1111/j.1936-4490.2005.tb00712.x
  • Fullerton, G. (2014). The moderating effect of normative commitment on the service quality-customer retention relationship. European Journal of Marketing, 48(3/4), 657–673. doi: 10.1108/EJM-06-2011-0333
  • Grabner-Kräuter, S., & Faullant, R. (2008). Consumer acceptance of internet banking: The influence of internet trust. International Journal of Bank Marketing, 26(7), 483–504. doi: 10.1108/02652320810913855
  • Grönroos, C. (1994). From marketing mix to relationship marketing: Towards a paradigm shift in marketing. Management Decision, 32(2), 4–20. doi: 10.1108/00251749410054774
  • Gummerus, J., Von Koskull, C., & Kowalkowski, C. (2017). Guest editorial: Relationship marketing – past, present and future. Journal of Services Marketing, 31(1), 1–5. doi: 10.1108/JSM-12-2016-0424
  • Gummesson, E. (2017). From relationship marketing to total relationship marketing and beyond. Journal of Services Marketing, 31(1), 16–19. doi: 10.1108/JSM-11-2016-0398
  • Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing, 69(4), 210–218. doi: 10.1509/jmkg.2005.69.4.210
  • Gutman, J. (1982). A means-end chain model based on consumer categorization processes. Journal of Marketing, 46(2), 60–72. doi: 10.2307/3203341
  • Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate data analysis (7th ed.). Harlow: Pearson.
  • Hajli, M. N. (2014). The role of social support on relationship quality and social commerce. Technological Forecasting and Social Change, 87, 17–27. doi: 10.1016/j.techfore.2014.05.012
  • Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention: A general structural equation model. European Journal of Marketing, 37(11/12), 1762–1800. doi: 10.1108/03090560310495456
  • Hennig-Thurau, T. (2004). Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention. International Journal of Service Industry Management, 15(5), 460–478. doi: 10.1108/09564230410564939
  • Hess, J., & Story, J. (2005). Trust-based commitment: Multidimensional consumer–brand relationships. Journal of Consumer Marketing, 22(6), 313–322. doi: 10.1108/07363760510623902
  • Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(2), 132–140. doi: 10.1086/208906
  • Hollebeek, L. (2011). Exploring customer brand engagement: Definition and themes. Journal of Strategic Marketing, 19(7), 555–573. doi: 10.1080/0965254X.2011.599493
  • Hollebeek, L. D. (2012). The customer engagement/value interface: An exploratory investigation. Australasian Marketing Journal (AMJ), 21(1), 17–24. doi: 10.1016/j.ausmj.2012.08.006
  • Hollebeek, L. D., Srivastava, R. K., & Chen, T. (2016). S-D logic-informed customer engagement: Integrative framework, revised fundamental propositions, and application to CRM. Journal of the Academy of Marketing Science, 1–25.
  • Ihantola, E. M., & Kihn, L. A. (2011). Threats to validity and reliability in mixed methods accounting research. Qualitative Research in Accounting & Management, 8(1), 39–58. doi: 10.1108/11766091111124694
  • Islam, J. U., & Rahman, Z. (2016). The transpiring journey of customer engagement research in marketing: A systematic review of the past decade. Management Decision, 54(8), 2008–2034. doi: 10.1108/MD-01-2016-0028
  • Johnson, M. D., Herrmann, A., & Huber, F. (2006). The evolution of loyalty intentions. Journal of Marketing, 70(2), 122–132. doi: 10.1509/jmkg.70.2.122
  • Johnson, M. S., Sivadas, E., & Garbarino, E. (2008). Customer satisfaction, perceived risk and affective commitment: An investigation of directions of influence. Journal of Services Marketing, 22(5), 353–362. doi: 10.1108/08876040810889120
  • Jones, M. A., Reynolds, K. E., Arnold, M. J., Gabler, C. B., Gillison, S. T., & Landers, V. M. (2015). Exploring consumers’ attitude towards relationship marketing. Journal of Services Marketing, 29(3), 188–199. doi: 10.1108/JSM-04-2014-0134
  • Kaiser, H. F. (1974). An index of factorial simplicity. Psychometrika, 39(1), 31–36. doi: 10.1007/BF02291575
  • Kandampully, J., Zhang, T., & Bilgihan, A. (2015). Customer loyalty: A review and future directions with a special focus on the hospitality industry. International Journal of Contemporary Hospitality Management, 27(3), 379–414. doi: 10.1108/IJCHM-03-2014-0151
  • Karjaluoto, H., Jayawardhena, C., Leppäniemi, M., & Pihlström, M. (2012). How value and trust influence loyalty in wireless telecommunications industry. Telecommunications Policy, 36(8), 636–649. doi: 10.1016/j.telpol.2012.04.012
  • Kassim, N., & Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351–371. doi: 10.1108/13555851011062269
  • Kumar, V., & Pansari, A. (2016). Competitive advantage through engagement. Journal of Marketing Research, 53(4), 497–514. doi: 10.1509/jmr.15.0044
  • Landers, R. N., & Behrend, T. S. (2015). An inconvenient truth: Arbitrary distinctions between organizational, mechanical Turk, and other convenience samples. Industrial and Organizational Psychology, 8(2), 142–164. doi: 10.1017/iop.2015.13
  • Li, C. H., & Chang, C. M. (2016). The influence of trust and perceived playfulness on the relationship commitment of hospitality online social network-moderating effects of gender. International Journal of Contemporary Hospitality Management, 28(5), 924–944. doi: 10.1108/IJCHM-05-2014-0227
  • Liébana-Cabanillas, F., Muñoz-Leiva, F., & Rejón-Guardia, F. (2013). The determinants of satisfaction with e-banking. Industrial Management & Data Systems, 113(5), 750–767. doi: 10.1108/02635571311324188
  • Mackay, N. (2013). CRM initiatives of selected short-term insurance brokers (Unpublished doctoral thesis. North-West University, Potchefstroom, South Africa.
  • Mackay, N., Mostert, P. G., & Petzer, D. J. (2015). The interrelationship between service quality, relational benefits, customer satisfaction and behavioural intentions in the South African short-term insurance industry. The Retail and Marketing Review, 11(1), 44–60.
  • Mackay, N., Petzer, D. J., & Mostert, P. G. (2014). Relational benefits and customer satisfaction – a South African short-term insurance industry perspective. Journal of Contemporary Management, 11(1), 302–323.
  • Maharaj, Y. (2016). Will SA’s short-term insurance industry prosper? Retrieved from http://www.insightsurvey.co.za/blog/will-sas-short-term-insurance-industry-prosper
  • Marinkovic, V., & Obradovic, V. (2015). Customers’ emotional reactions in the banking industry. International Journal of Bank Marketing, 33(3), 243–260. doi: 10.1108/IJBM-09-2013-0107
  • Menon, K., & O’Connor, A. (2007). Building customers’ affective commitment towards retail banks: The role of CRM in each ‘moment of truth’. Journal of Financial Services Marketing, 12(2), 157–168. doi: 10.1057/palgrave.fsm.4760068
  • Meyer, J. P., Stanley, D. J., Herscovitch, L., & Topolnytsky, L. (2002). Affective, continuance, and normative commitment to the organization: A meta-analysis of antecedents, correlates, and consequences. Journal of Vocational Behavior, 61(1), 20–52. doi: 10.1006/jvbe.2001.1842
  • Monroe, K. B. (1979). Pricing: Making profitable decisions. New York, NY: McGraw-Hill.
  • Moorman, C., Deshpandé, R., & Zaltman, G. (1993). Factors affecting trust in market research relationships. Journal of Marketing, 57(1), 81–101. doi: 10.2307/1252059
  • Moreira, A. C., & Silva, P. M. (2015). The trust-commitment challenge in service quality–loyalty relationships. International Journal of Health Care Quality Assurance, 28(3), 253–266. doi: 10.1108/IJHCQA-02-2014-0017
  • Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. doi: 10.2307/1252308
  • Narteh, B. (2015). Perceived service quality and satisfaction of self-service technology: The case of automated teller machines. International Journal of Quality & Reliability Management, 32(4), 361–380. doi: 10.1108/IJQRM-08-2012-0113
  • Oliver, R. L. (1981). What is customer satisfaction? The Wharton Magazine, 5(3), 36–41.
  • Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York, NY: McGraw-Hill.
  • Pallant, J. (2013). SPSS survival manual. A step by step guide to data analysis using IBM SPSS (5th ed). Berkshire: McGraw-Hill.
  • Pansari, A., & Kumar, V. (2016). Customer engagement: The construct, antecedents, and consequences. Journal of the Academy of Marketing Science, 45(3), 294–311. doi: 10.1007/s11747-016-0485-6
  • Payne, A., & Frow, P. (2017). Relationship marketing: Looking backwards towards the future. Journal of Services Marketing, 31(1), 11–15. doi: 10.1108/JSM-11-2016-0380
  • Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879–903. doi: 10.1037/0021-9010.88.5.879
  • Roig, J. C. F., Garcia, J. S., Tena, M. A. M., & Monzonis, J. L. (2006). Customer perceived value in banking services. International Journal of Bank Marketing, 24(5), 266–283. doi: 10.1108/02652320610681729
  • Sarantakos, S. (2007). A toolkit for quantitative data analysis: Using SPSS. New York, NY: Palgrave MacMillan.
  • Saunders, M., & Lewis, P. (2012). Doing research in business and management: An essential guide to planning your project. London: Pearson.
  • Sánchez-Fernández, R., & Iniesta-Bonillo, MÁ. (2007). The concept of perceived value: A systematic review of the research. Marketing Theory, 7(4), 427–451. doi: 10.1177/1470593107083165
  • Scanzoni, J. (1979). Social exchange and behavioral interdependence. In R. L. Burgess, & T. L. Huston (Eds.), Social exchange in developing relationships (pp. 61–98). New York, NY: Academic Press.
  • Schlesinger, W., Cervera, A., & Pérez-Cabañero, C. (2017). Sticking with your university: The importance of satisfaction, trust, image, and shared values. Studies in Higher Education, 42(12), 1–17. doi: 10.1080/03075079.2015.1136613
  • Sekhon, H., Ennew, C., Kharouf, H., & Devlin, J. (2014). Trustworthiness and trust: Influences and implications. Journal of Marketing Management, 30(3-4), 409–430. doi: 10.1080/0267257X.2013.842609
  • Selnes, F. (1998). Antecedents and consequences of trust and satisfaction in buyer–seller relationships. European Journal of Marketing, 32(3/4), 305–322. doi: 10.1108/03090569810204580
  • Sheth, J. (2017). Revitalizing relationship marketing. Journal of Services Marketing, 31(1), 6–10. doi: 10.1108/JSM-11-2016-0397
  • Shukla, P., Banerjee, M., & Singh, J. (2016). Customer commitment to luxury brands: Antecedents and consequences. Journal of Business Research, 69(1), 323–331. doi: 10.1016/j.jbusres.2015.08.004
  • Silva, R., & Correia, A. (2016). Places and tourists: Ties that reinforce behavioural intentions. Anatolia, 28(1), 14–30. doi: 10.1080/13032917.2016.1240093
  • So, K. K. F., King, C., & Sparks, B. (2014). Customer engagement with tourism brands: Scale development and validation. Journal of Hospitality & Tourism Research, 38(3), 304–329. doi: 10.1177/1096348012451456
  • So, K. K. F., King, C., Sparks, B. A., & Wang, Y. (2016). Enhancing customer relationships with retail service brands: The role of customer engagement. Journal of Service Management, 27(2), 170–193. doi: 10.1108/JOSM-05-2015-0176
  • Tabachnick, B. G., & Fidell, L. S. (2001). Using multivariate statistics (4th ed.). New York, NY: Harper & Row.
  • Terblanche, C. (2016). South Africa’s insurance industry under threat. FAnews. Retrieved from https://www.fanews.co.za/article/technology/41/general/1204/south-africa-s-insurance-industry-under-threat/20528
  • Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13(3), 253–266. doi: 10.1177/1094670510375599
  • Van Tonder, E., Petzer, D. J., & Van Zyl, K. (2017). A mediated model of relationship quality factors affecting behavioural intention at a luxury motor vehicle dealership. European Business Review, 29(1), 43–60. doi: 10.1108/EBR-08-2016-0113
  • Verhoef, P. C., Franses, P. H., & Hoekstra, J. C. (2002). The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: Does age of relationship matter? Journal of the Academy of Marketing Science, 30(3), 202–216. doi: 10.1177/0092070302303002
  • Vesel, P., & Zabkar, V. (2010). Relationship quality evaluation in retailers’ relationships with consumers. European Journal of Marketing, 44(9/10), 1334–1365. doi: 10.1108/03090561011062871
  • Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer engagement: Exploring customer relationships beyond purchase. Journal of Marketing Theory and Practice, 20(2), 122–146. doi: 10.2753/MTP1069-6679200201
  • Wetzels, M., De Ruyter, K., & Van Birgelen, M. (1998). Marketing service relationships: The role of commitment. Journal of Business & Industrial Marketing, 13(4/5), 406–423. doi: 10.1108/08858629810226708
  • Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22. doi: 10.2307/1251446

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.