125
Views
0
CrossRef citations to date
0
Altmetric
Research Article

How Attitudes Translate to Loyalty: An Integrative Model in Service Relationship Marketing

ORCID Icon &

References

  • Aaker, J., Fournier, S., & Brasel, S. A. (2004). When good brands do bad. Journal of Consumer Research, 31(1), 1–16. https://doi.org/10.1086/383419
  • Ajzen, I. (2020). The theory of planned behavior: Frequently asked questions. Human Behavior and Emerging Technologies, 2(4), 314–324. https://doi.org/10.1002/hbe2.195
  • Akhgari, M., Bruning, E. R., Finlay, J., & Bruning, N. S. (2018). Image, performance, attitudes, trust, and loyalty in financial services. International Journal of Bank Marketing, 36(4), 744–763. https://doi.org/10.1108/IJBM-06-2017-0118/FULL/HTML
  • Alba, J. W., & Williams, E. F. (2013). Pleasure principles: A review of research on hedonic consumption. Journal of Consumer Psychology, 23(1), 2–18. https://doi.org/10.1016/j.jcps.2012.07.003
  • Assael, H. (1984). Consumer behavior and marketing action (Vol. 3). Kent Pub. Co.
  • Auh, S., Bell, S. J., McLeod, C. S., & Shih, E. (2007). Co-production and customer loyalty in financial services. Journal of Retailing, 83(3), 359–370. https://doi.org/10.1016/j.jretai.2007.03.001
  • Aurier, P., & de Lanauze, G. S. (2012). Impacts of perceived brand relationship orientation on attitudinal loyalty: An application to strong brands in the packaged goods sector. European Journal of Marketing, 46(11/12), 1602–1627. https://doi.org/10.1108/03090561211260004
  • Azjen, I., & Fishbein, M. (1980). Understanding attitudes and predicting social behavior. In ci.nii.ac.jp. Retrieved from https://ci.nii.ac.jp/naid/10011527857/
  • Ball, D., Simões Coelho, P., & Machás, A. (2004). The role of communication and trust in explaining customer loyalty. European Journal of Marketing, 38(9/10), 1272–1293. https://doi.org/10.1108/03090560410548979/FULL/
  • Bandyopadhyay, S., & Martell, M. (2007). Does attitudinal loyalty influence behavioral loyalty? A theoretical and empirical study. Journal of Retailing and Consumer Services, 14(1), 35–44. https://doi.org/10.1016/j.jretconser.2006.03.002
  • Bansal, H. S., Irving, P. G., & Taylor, S. F. (2004). A three-component model of customer commitment to service providers. Journal of the Academy of Marketing Science, 32(3), 234–250. https://doi.org/10.1177/0092070304263332
  • Batra, R., & Ahtola, O. T. (1991). Measuring the hedonic and utilitarian sources of consumer attitudes. Marketing Letters, 2(2), 159–170. https://doi.org/10.1007/BF00436035
  • Bayus, B. L. (1992). Brand loyalty and marketing strategy: An application to home appliances. Marketing Science, 11(1), 21–38. https://doi.org/10.1287/mksc.11.1.21
  • Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of Retailing, 73(3), 383–406. https://doi.org/10.1016/S0022-4359(97)90024-5
  • Bhattacharya, C. B., & Sen, S. (2003). Consumer-company identification: A framework for understanding consumers’ relationships with companies. Journal of Marketing, 67(2), 76–88. https://doi.org/10.1509/jmkg.67.2.76.18609
  • Cachero-Martínez, S., & Vázquez-Casielles, R. (2021). Building consumer loyalty through e-shopping experiences: The mediating role of emotions. Journal of Retailing and Consumer Services, 60(May), 102481. https://doi.org/10.1016/j.jretconser.2021.102481
  • Chandler, J., Mueller, P., & Paolacci, G. (2014). Nonnaïveté among Amazon mechanical Turk workers: Consequences and solutions for behavioral researchers. Behavior Research Methods, 46(1), 112–130. https://doi.org/10.3758/s13428-013-0365-7
  • Chatzi, S., Peitzika, E., & Konsolaki, G. (2024). Enhancing brand loyalty: A relationship marketing perspective within the context of contractual services. Journal of Relationship Marketing, 23(1), 1–33. https://doi.org/10.1080/15332667.2024.2306019
  • Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81–93. https://doi.org/10.1509/jmkg.65.2.81.18255
  • Chitturi, R., Raghunathan, R., & Mahajan, V. (2008). Delight by design: The role of hedonic versus utilitarian benefits. Journal of Marketing, 72(3), 48–63. http://www.jstor.orgURL:http://www.jstor.org/stable/30162211 https://doi.org/10.1509/jmkg.72.3.48
  • Coelho, P. S., Rita, P., & Santos, Z. R. (2018). On the relationship between consumer-brand identification, brand community, and brand loyalty. Journal of Retailing and Consumer Services, 43, 101–110. https://doi.org/10.1016/j.jretconser.2018.03.011
  • Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. https://doi.org/10.1177/002224299205600304
  • Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54(3), 68–81. https://doi.org/10.1177/002224299005400306
  • Dagger, T. S., & O'Brien, T. K. (2010). Does experience matter?: Differences in relationship benefits, satisfaction, trust, commitment and loyalty for novice and experienced service users. European Journal of Marketing, 44(9/10), 1528–1552. https://doi.org/10.1108/03090561011062952
  • Delgado‐Ballester, E., & Luis Munuera‐Alemán, J. (2001). Brand trust in the context of consumer loyalty. European Journal of Marketing, 35(11/12), 1238–1258. http://www.emerald-library.com/ft https://doi.org/10.1108/EUM0000000006475
  • Dick, A. S., & Basu, K. (1994). Dick 1994 customer Loyalty.pdf. Journal of the Academy of Marketing Science, 22(2), 99–113. https://doi.org/10.1177/0092070394222001
  • 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. https://doi.org/10.1016/j.jbusres.2006.08.005
  • Fournier, S. (1998). Consumers and their brands: Developing relationship theory in consumer research. Journal of Consumer Research, 24(4), 343–353. https://academic.oup.com/jcr/article-abstract/24/4/343/1797962 https://doi.org/10.1086/209515
  • Fullerton, G. (2003). When does commitment lead to loyalty? Journal of Service Research, 5(4), 333–344. https://doi.org/10.1177/1094670503005004005
  • Fullerton, G. (2005). How commitment both enables and undermines marketing relationships. European Journal of Marketing, 39(11/12), 1372–1388. https://doi.org/10.1108/03090560510623307
  • Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70–87. https://doi.org/10.1177/002224299906300205
  • Gremler, D. D., van Vaerenbergh, Y., Brüggen, E. C., & Gwinner, K. P. (2020). Understanding and managing customer relational benefits in services: A meta-analysis. Journal of the Academy of Marketing Science, 48(3), 565–583. https://doi.org/10.1007/s11747-019-00701-6
  • Gruen, T. W., Summers, J. O., & Acito, F. (2000). Relationship marketing activities, commitment, and membership behaviors in professional associations. Journal of Marketing, 64(3), 34–49. https://doi.org/10.1509/jmkg.64.3.34.18030
  • 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. https://doi.org/10.1509/jmkg.2005.69.4.210
  • Harris, L. C., & Goode, M. M. H. (2004). The four levels of loyalty and the pivotal role of trust: A study of online service dynamics. Journal of Retailing, 80(2), 139–158. https://doi.org/10.1016/j.jretai.2004.04.002
  • Harrison-Walker, L. J. (2001). The measurement of word-of-mouth communication and an investigation of service quality and customer commitment as potential antecedents. Journal of Service Research, 4(1), 60–75. https://doi.org/10.1177/109467050141006
  • Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding relationship marketing outcomes an integration of relational benefits and relationship quality. Journal of Service Research, 4(3), 230–247. https://doi.org/10.1177/1094670502004003006
  • Hepola, J., Leppäniemi, M., & Karjaluoto, H. (2020). Is it all about consumer engagement? Explaining continuance intention for utilitarian and hedonic service consumption. Journal of Retailing and Consumer Services, 57(vember), 102232. https://doi.org/10.1016/j.jretconser.2020.102232
  • Hollebeek, L. D., Srivastava, R. K., & Chen, T. (2019). SD logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM. Journal of the Academy of Marketing Science, 47(1), 161–185. https://doi.org/10.1007/s11747-016-0494-5
  • Homburg, C., Koschate, N., & Hoyer, W. D. (2005). Do satisfied customers really pay more? a study of the relationship between customer satisfaction and willingness to Pay. Journal of Marketing, 69(2), 84–96. https://doi.org/10.1509/jmkg.69.2.84.60760
  • Homer, P. M. (2008). Perceived quality and image: When all is not “rosy. Journal of Business Research, 61(7), 715–723. https://doi.org/10.1016/j.jbusres.2007.05.009
  • Hsu, C. L., & Lin, J. C. C. (2023). Understanding the user satisfaction and loyalty of customer service chatbots. Journal of Retailing and Consumer Services, 71, 103211. https://doi.org/10.1016/j.jretconser.2022.103211
  • Iglesias, O., Singh, J. J., & Batista-Foguet, J. M. (2011). The role of brand experience and affective commitment in determining brand loyalty. Journal of Brand Management, 18(8), 570–582. https://doi.org/10.1057/bm.2010.58
  • Johnson, M. D., Herrmann, A., & Huber, F. (2006). The evolution of loyalty intentions. Journal of Marketing, 70(2), 122–132. https://doi.org/10.1509/jmkg.70.2.122
  • Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2000). Switching barriers and repurchase intentions in services. Journal of Retailing, 76(2), 259–274. https://doi.org/10.1016/S0022-4359(00)00024-5
  • Keiningham, T. L., Frennea, C. M., Aksoy, L., Buoye, A., & Mittal, V. (2015). A five-component customer commitment model: Implications for repurchase intentions in goods and services industries. Journal of Service Research, 18(4), 433–450. https://doi.org/10.1177/1094670515578823
  • Khan, I., Hollebeek, L. D., Fatma, M., Islam, J. U., Rather, R. A., Shahid, S., & Sigurdsson, V. (2023). Mobile app vs. desktop browser platforms: The relationships among customer engagement, experience, relationship quality and loyalty intention. Journal of Marketing Management, 39(3-4), 275–297. https://doi.org/10.1080/0267257X.2022.2106290
  • Kozinets, R. V., de Valck, K., Wojnicki, A. C., & Wilner, S. J. S. (2010). Networked narratives: Understanding word-of-mouth marketing in online communities. Journal of Marketing, 74(2), 71–89. https://doi.org/10.1509/jm.74.2.71
  • Kumar, V., & Reinartz, W. (2018). Customer relationship management concept, strategy, and tools (3rd ed.). Springer-Verlag. Retrieved from http://www.springer.com/series/10099
  • Liu-Thompkins, Y., Khoshghadam, L., Attar Shoushtari, A., & Zal, S. (2022). What drives retailer loyalty? A meta-analysis of the role of cognitive, affective, and social factors across five decades. Journal of Retailing, 98(1), 92–110. https://doi.org/10.1016/j.jretai.2022.02.005
  • Molinillo, S., Aguilar-Illescas, R., Anaya-Sánchez, R., & Carvajal-Trujillo, E. (2022). The customer retail app experience: Implications for customer loyalty. Journal of Retailing and Consumer Services, 65, 102842 10.1016/j.jretconser.2021.102842
  • Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. https://doi.org/10.1177/002224299405800302
  • Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(4_suppl1), 33–44. https://doi.org/10.1177/00222429990634s105
  • Oliver, R. L. (2014). Satisfaction a behavioral perspective on the consumer (2nd ed.). Routledge.
  • Pallas, F., Groening, C., Mittal, V., & Liedtke, J. H. (2014). Allocation of resources to customer satisfaction and delight based on utilitarian and hedonic benefits. Journal of Research in Marketing, 2(1), 106–112. https://doi.org/10.17722/jorm.v2i1.25
  • Palmatier, R. W., Dant, R. P., Grewal, D., & Evans, K. R. (2006). Factors influencing the effectiveness of relationship marketing: A meta-analysis. Journal of Marketing, 70(4), 136–153. http://www.marketingpower.com/jmblog. https://doi.org/10.1509/jmkg.70.4.136
  • Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: A research agenda. Journal of the Academy of Marketing Science, 28(1), 168–174. https://doi.org/10.1177/0092070300281015
  • Park, S.-H., & Kim, Y.-M. (2000). Conceptualizing and measuring the attitudinal loyalty construct in recreational sport contexts. Journal of Sport Management, 14(3), 197–207. https://journals.humankinetics.com/view/journals/jsm/14/3/article-p197.xml https://doi.org/10.1123/jsm.14.3.197
  • Petzer, D. J., & Roberts-Lombard, M. (2022). Investigating commitment as a unidimensional or a multidimensional construct in a retail banking setting. Journal of Relationship Marketing, 21(4), 285–323. https://doi.org/10.1080/15332667.2022.2079340
  • Pham, M. T. (2004). The logic of feeling pham logic of feeling. Journal of Consumer Psychology, 14(4), 360–369.
  • 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. The Journal of Applied Psychology, 88(5), 879–903. https://doi.org/10.1037/0021-9010.88.5.879
  • Reynolds, K. E., & Beatty, S. E. (1999). Customer benefits and company consequences of customer-salesperson relationships in retailing. Journal of Retailing, 75(1), 11–32. https://doi.org/10.1016/S0022-4359(99)80002-5
  • Sakiyama, R., Dahana, W. D., Baumann, C., & Ye, M. (2023). Cross-industrial study on satisfaction-commitment-PWOM linkage: The role of competition, consumption visibility, and service relationship. Journal of Business Research, 160, 113715. https://doi.org/10.1016/j.jbusres.2023.113715
  • Schwarz, N. (2011). Feelings-as-information theory. In P. A. M. Van Lange, E. T. Higgins, & A. W. Kruglanski (Eds.), Handbook of theories of social psychology (Vol. 1, pp. 289–308). Sage.
  • Schwarz, N., & Clore, G. L. (2007). Feelings and phenomenal experiences. In A. Kruglanski, & E. T. Higgins (Eds.), Social psychology: Handbook of basic principles (Vol. 2, pp. 385–407). The Guilford Press.
  • Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66(1), 15–37. https://doi.org/10.1509/jmkg.66.1.15.18449
  • 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. https://doi.org/10.1108/JOSM-05-2015-0176
  • Stokburger-Sauer, N. (2010). Brand community: Drivers and outcomes. Psychology & Marketing, 27(4), 347–368. https://doi.org/10.1002/mar.20335
  • Sweeney, J., & Swait, J. (2008). The effects of brand credibility on customer loyalty. Journal of Retailing and Consumer Services, 15(3), 179–193. https://doi.org/10.1016/j.jretconser.2007.04.001
  • Tuškej, U., Golob, U., & Podnar, K. (2013). The role of consumer-brand identification in building brand relationships. Journal of Business Research, 66(1), 53–59. https://doi.org/10.1016/j.jbusres.2011.07.022
  • Verleye, K., Gemmel, P., & Rangarajan, D. (2014). Managing engagement behaviors in a network of customers and stakeholders: Evidence from the nursing home sector. Journal of Service Research, 17(1), 68–84. https://doi.org/10.1177/1094670513494015
  • Verma, V., Sharma, D., & Sheth, J. (2016). Does relationship marketing matter in online retailing? A meta-analytic approach. Journal of the Academy of Marketing Science, 44(2), 206–217. https://doi.org/10.1007/s11747-015-0429-6
  • Voss, K. E., Spangenberg, E. R., & Grohmann, B. (2003). Measuring the hedonic and utilitarian dimensions of consumer attitude. Journal of Marketing Research, 40(3), 310–320. https://doi.org/10.1509/jmkr.40.3.310.19238
  • Watson, G. F., Beck, J. T., Henderson, C. M., & Palmatier, R. W. (2015). Building, measuring, and profiting from customer loyalty. Journal of the Academy of Marketing Science, 43(6), 790–825. https://doi.org/10.1007/s11747-015-0439-4
  • Wong, A. (2023). Understanding consumer brand love, Brand Commitment, and brand loyalty. Journal of Relationship Marketing, 22(2), 87–114. https://doi.org/10.1080/15332667.2023.2173937
  • Wu, W.-Y ., & C.-H., Tsai. (2007). The empirical study of CRM: Consumer-company identification and purchase intention in the direct selling industry. International Journal of Commerce and Management, 17(3), 194–210. https://doi.org/10.1108/10569210710833617
  • Yim, C. K., Chan, K. W., & Lam, S. S. K. (2012). Do customers and employees enjoy service participation? Synergistic effects of self-And other-efficacy. Journal of Marketing, 76(6), 121–140. https://doi.org/10.1509/jm.11.0205
  • Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.1177/002224299606000203
  • Zietsman, M. L., Mostert, P., & Svensson, G. (2023). Precursors and outcomes of perceived value in B2B banking services: A nomological framework. Journal of Relationship Marketing, 22(4), 330–353. https://doi.org/10.1080/15332667.2023.2234812