References
- Adelman, M. B., & Ahuvia, A. C. (1995). Social support in the service sector: The antecedents, processes, and outcomes of social support in an introductory service. Journal of Business Research, 32(3), 273–282. https://doi.org/https://doi.org/10.1016/0148-2963(94)00052-G
- Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411–423. https://doi.org/https://doi.org/10.1037/0033-2909.103.3.411
- Armstrong, J. S., & Overton, T. S. (1977). Estimating nonresponse bias in mail surveys. Journal of Marketing Research, 14(3), 396–402. https://doi.org/https://doi.org/10.1177/002224377701400320
- Australian Bureau of Statistics. (2016, June). 3101 – Australian demographic statistics. https://www.abs.gov.au/AUSSTATS/
- Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173–1182. https://doi.org/https://doi.org/10.1037/0022-3514.51.6.1173
- Bolton, R. N., Lemon, K. N., & Verhoef, P. C. (2004). The theoretical underpinnings of customer asset management: A framework and propositions for future research. Journal of the Academy of Marketing Science, 32(3), 271–292. https://doi.org/https://doi.org/10.1177/0092070304263341
- Brown, J. R., Crosno, J. L., & Tong, P. Y. (2019). Is the theory of trust and commitment in marketing relationships incomplete? Industrial Marketing Management, 77, 155–169. https://doi.org/https://doi.org/10.1016/j.indmarman.2018.10.005
- Byme, B. M. (2009). Structural equation modeling with AMOS: Basic concepts, applications, and programming. Routledge.
- Caliskan, A. (2019). Applying the right relationship marketing strategy through big five personality traits. Journal of Relationship Marketing, 18(3), 196–215. https://doi.org/https://doi.org/10.1080/15332667.2019.1589241
- Chen, F., Curran, P. J., Bollen, K. A., Kirby, J., & Paxton, P. (2008). An empirical evaluation of the use of fixed cutoff points in RMSEA test statistic in structural equation models. Sociological Methods & Research, 36(4), 462–494. https://doi.org/https://doi.org/10.1177/0049124108314720
- Cohen, S. (2004). Social relationships and health. The American Psychologist, 59(8), 676–684. https://doi.org/https://doi.org/10.1037/0003-066X.59.8.676
- Cooil, B., Keiningham, T. L., Aksoy, L., & Hsu, M. (2007). A longitudinal analysis of customer satisfaction and share of wallet: Investigating the moderating effect of customer characteristics. Journal of Marketing, 71(1), 67–83. https://doi.org/https://doi.org/10.1509/jmkg.71.1.67
- 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/https://doi.org/10.1177/002224299005400306
- Czepiel, J. A. (1990). Service encounters and service relationships: Implications for research. Journal of Business Research, 20(1), 13–21. https://doi.org/https://doi.org/10.1016/0148-2963(90)90038-F
- Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3–16. https://doi.org/https://doi.org/10.1007/BF02893933
- Dagger, T. S., Danaher, P. J., & Gibbs, B. J. (2009). How often versus how long: The interplay of contact frequency and relationship duration in customer-reported service relationship strength. Journal of Service Research, 11(4), 371–388. https://doi.org/https://doi.org/10.1177/1094670508331251
- Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. Journal of Marketing, 51(2), 11–27. https://doi.org/https://doi.org/10.1177/002224298705100202
- Fatima, J. K., Mascio, R. D., & Johns, R. (2018). Impact of relational benefits on trust in the Asian context: Alternative model testing with satisfaction as a mediator and relationship age as a moderator. Psychology & Marketing, 35(6), 443–453. https://doi.org/https://doi.org/10.1002/mar.21097
- Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/https://doi.org/10.1177/002224378101800104
- Fournier, S. (1998). Consumers and their brands: Developing relationship theory in consumer research. Journal of Consumer Research, 24(4), 343–373. https://doi.org/https://doi.org/10.1086/209515
- Granovetter, M. S. (1973). The strength of weak ties. American Journal of Sociology, 78(6), 1360–1380. https://doi.org/https://doi.org/10.1086/225469
- Grewal, R., Cote, J. A., & Baumgartner, H. (2004). Multicollinearity and measurement error in structural equation models: Implications for theory testing. Marketing Science, 23(4), 519–529. https://doi.org/https://doi.org/10.1287/mksc.1040.0070
- 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/https://doi.org/10.1007/s11747-019-00701-6
- Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998). Relational benefits in services industries: The customer’s perspective. Journal of the Academy of Marketing Science, 26(2), 101–114. https://doi.org/https://doi.org/10.1177/0092070398262002
- Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis: A global perspective. Pearson Education.
- 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/https://doi.org/10.1177/109467050141006
- Hau, K. T., & Marsh, H. W. (2004). The use of item parcels in structural equation modelling: Non-normal data and small sample sizes . The British Journal of Mathematical and Statistical Psychology, 57(Pt 2), 327–351. https://doi.org/https://doi.org/10.1111/j.2044-8317.2004.tb00142.x
- 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/https://doi.org/10.1177/1094670502004003006
- Hibbard, J. D., Kumar, N., & Stern, L. W. (2001). Examining the impact of destructive acts in marketing channel relationships. Journal of Marketing Research, 38(1), 45–61. https://doi.org/https://doi.org/10.1509/jmkr.38.1.45.18831
- Hu, L. T., & Bentler, P. M. (1998). Fit indices in covariance structure modeling: Sensitivity to underparameterized model misspecification. Psychological Methods, 3(4), 424–453. https://doi.org/https://doi.org/10.1037/1082-989X.3.4.424
- Huggins, K. A., White, D. W., Holloway, B. B., & Hansen, J. D. (2020). Customer gratitude in relationship marketing strategies: A cross-cultural e-tailing perspective. Journal of Consumer Marketing, 37(4), 445–455. https://doi.org/https://doi.org/10.1108/JCM-08-2019-3380
- Itani, O. S., El Haddad, R., & Kalra, A. (2020). Exploring the role of extrovert-introvert customers’ personality prototype as a driver of customer engagement: Does relationship duration matter? Journal of Retailing and Consumer Services, 53, 101980. https://doi.org/https://doi.org/10.1016/j.jretconser.2019.101980
- Keiningham, T., Ball, J., Benoit (Née Moeller), S., Bruce, H. L., Buoye, A., Dzenkovska, J., Nasr, L., Ou, Y.-C., & Zaki, M. (2017). The interplay of customer experience and commitment. Journal of Services Marketing, 31(2), 148–160. https://doi.org/https://doi.org/10.1108/JSM-09-2016-0337
- Kemp, E., Jillapalli, R., & Becerra, E. (2014). Health care branding: Developing emotionally based consumer brand relationships. Journal of Services Marketing, 28(2), 126–137. https://doi.org/https://doi.org/10.1108/JSM-08-2012-0157
- Kline, R. B. (1998). Principles and practice of structural equation modelling. Guilford.
- Long-Tolbert, S. J., & Gammoh, B. S. (2012). In good and bad times: The interpersonal nature of brand love in service relationships. Journal of Services Marketing, 26(6), 391–402. https://doi.org/https://doi.org/10.1108/08876041211257882
- 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. https://doi.org/https://doi.org/10.1509/jmkg.70.4.136
- Palmatier, R. W., Houston, M. B., Dant, R. P., & Grewal, D. (2013). Relationship velocity: Toward a theory of relationship dynamics. Journal of Marketing, 77(1), 13–30. https://doi.org/https://doi.org/10.1509/jm.11.0219
- Palmatier, R. W., & Steinhoff, L. (2019). Relationship marketing in the digital age. Routledge. https://doi.org/https://doi.org/10.4324/9781315143583
- 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/https://doi.org/10.1037/0021-9010.88.5.879
- Price, L. L., & Arnould, E. J. (1999). Commercial friendships: Service provider-client relationships in context. Journal of Marketing, 63(4), 38–56. https://doi.org/https://doi.org/10.1177/002224299906300405
- Rooney, T., Krolikowska, E., & Bruce, H. L. (2021). Rethinking relationship marketing as consumer led and technology driven: Propositions for research and practice. Journal of Relationship Marketing, 20(1), 42–61. https://doi.org/https://doi.org/10.1080/15332667.2020.1717276
- Rosenbaum, M. S. (2006). Exploring the social supportive role of third places in consumers’ lives. Journal of Service Research, 9(1), 59–72. https://doi.org/https://doi.org/10.1177/1094670506289530
- Steinhoff, L., Arli, D., Weaven, S., & Kozlenkova, I. V. (2019). Online relationship marketing. Journal of the Academy of Marketing Science, 47(3), 369–393. https://doi.org/https://doi.org/10.1509/jm.15.0430
- Wills, T. A. (1991). Social support and interpersonal relationships. In M. Clark (Ed.), Prosocial behavior, review of personality and social psychology (pp. 265–289). Sage.
- Zablah, A. R., Sirianni, N. J., Korschun, D., Gremler, D. D., & Beatty, S. E. (2017). Emotional convergence in service relationships: The shared frontline experience of customers and employees. Journal of Service Research, 20(1), 76–90. https://doi.org/https://doi.org/10.1177/1094670516675405
- 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/https://doi.org/10.2307/1251929
- Zhang, M., Hu, M., Guo, L., & Liu, W. (2017). Understanding relationships among customer experience, engagement, and word-of-mouth intention on online brand communities: The perspective of service ecosystem. Internet Research, 27(4), 839–857. https://doi.org/https://doi.org/10.1108/IntR-06-2016-0148