Relationship Drivers of Customer Commitment

References

• Aaker, David A. (2004), "Leveraging the Corporate Brand," California Management Review, 46 (3), 6-18.
   Google Scholar
• Anderson, James C., and David W. Gerbing (1988), "Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach," Psychological Bulletin, 103 (3), 411-423.
   Google Scholar
• Armstrong, J. Scott, and Terry S. Overton (1977), "Estimating Nonresponse Bias in Mail Surveys," Journal of Marketing Research, 14 (August), 396-402.
   Google Scholar
• Bagozzi, Richard P., and Youjae Yi (1988), "On the Evaluation of Structural Equation Models," Journal of the Academy of Marketing Science, 16 (Spring), 74-94.
   Google Scholar
• Bansal, Harvir S., P. Gregory Irving, and Shirley F. Taylor (2004), "A Three-Component Model of Customer Commitment to Service Providers," Journal of the Academy of Marketing Science, 32 (Summer), 234-250.
   Google Scholar
• Beatty, Sharon E., Morris Mayer, James E. Coleman, Kristy Ellis Reynolds, and Jungki Lee (1996), "Customer-Sales Associate Retail Relationships," Journal of Retailing, 72 (3), 223-248.
   Google Scholar
• Beerli, Asuncion, Josefa D. Martin, and Agustin Quintana (2004), "A Model of Customer Loyalty in the Retail Banking Market," European Journal of Marketing, 38 (1), 253-275.
   Google Scholar
• Bendapudi, Neeli, and Leonard L. Berry (1997), "Customers' Motivations for Maintaining Relationships with Retailers," Journal of Retailing, 73 (1), 15-37.
   Google Scholar
• Berry, Leonard L. (1995), "Relationship Marketing of Services—Growing Interest, Emerging Perspectives," Journal of the Academy of Marketing Science, 23 (Fall), 236-245.
   Google Scholar
• Berry, Leonard L. and A. Parasuraman (1991), Marketing Services-Competing Through Quality. New York: Free Press.
   Google Scholar
• Bhattacharya, C.B., Hayagreeva Rao, and Mary Ann Glynn (1995), "Understanding the Bond of Identification: An Investigation of Its Correlates Among Art Museum Members," Journal of Marketing, 59 (October), 46-57.
   Google Scholar
• Bolton, Ruth N., and Katherine N. Lemon (1999), "A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction," Journal of Marketing Research, 36 (2), 171-186.
   Google Scholar
• Bolton, Ruth N., P.K. Kannan, and Matthew Bramlett (2000), "Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value," Journal of Academy of Marketing Science, 28 (Winter), 95-108.
   Google Scholar
• Boyer, Kenneth K., and Tomas M. Hult (2005), "Customer Behavior in on Online Ordering Application: A Decision Scoring Model," Decision Sciences, 36 (4), 569-598.
   Google Scholar
• Brown, Tom J., Peter A. Dacin, Michael G. Pratt, and David A. Whetten (2006), "Identity, Intended Image, Constructed Image, and Reputation: An Interdisciplinary Framework and Suggested Terminology," Journal of the Academy of Marketing Science, 34 (2), 99-106.
   Google Scholar
• Chaudhuri, Arjun, and Morris B. Holbrook (2001), "The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty," Journal of Marketing, 65 (April), 81-93.
   Google Scholar
• Crosby, Lawrence A., and Nancy Stephens (1987), "Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry," Journal of Marketing Research, 24 (November), 404-411.
   Google Scholar
• Czepiel, John A. (1990), "Service Encounters and Service Relationships: Implications for Research," Journal of Business Research, 20 (January), 13-21.
   Google Scholar
• Doney, Patricia M., and Joseph P. Cannon (1997), "An Examination of the Nature of Trust in Buyer-Seller Relationships," Journal of Marketing, 61 (April), 35-51.
   Google Scholar
• Dwyer, F. Robert, Paul H. Schurr, and Sejo Oh (1987), "Developing Buyer-Seller Relationships," Journal of Marketing, 51 (April), 11-27.
   Google Scholar
• Fombrum, Charles J., and Cees B.M. van Riel (1997), "The Reputational Landscape," Corporate Reputation Review, 1 (1), 5-13.
   Google Scholar
• Ganesh, Jaishankar, Mark J. Arnold, and Kristy E. Reynolds (2000), "Understanding the Customer Base of Service Providers: An Examination of the Differences Between Switchers and Stayers," Journal of Marketing, 74 (July), 65-87.
   Google Scholar
• Garbarino, Ellen, and Mark S. Johnson (1999), "The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships," Journal of Marketing, 63 (April), 70-87.
   Google Scholar
• Gilliland, David I., and Daniel Bello (2002), "Two Sides of Attitudinal Commitment: The Effect of Calculative and Loyalty Commitment on Enforcement Mechanisms in Distribution Channels," Journal of the Academy of Marketing Science, 30 (Winter), 24-43.
   Google Scholar
• Gruen, Thomas W., John O. Summers, and Frank Acito (2000), "Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations," Journal of Marketing, 64 (July), 34-49.
   Google Scholar
• Gwinner, Kevin P., Dwayne D. Gremler, and Mary Jo Bitner (1998), "Relational Benefits in Services Industries: The Customer's Perspective," Journal of the Academy of Marketing Science, 26 (Spring), 101-114.
   Google Scholar
• Halliday, Sue Vaux (2004), "How ‘Placed Trust’ Works in a Service Encounter," Journal of Services Marketing, 18 (1), 45-59.
   Google Scholar
• Hauser, John R., and Birger Wernerfelt (1990), "An Evaluation Cost Model of Consideration Sets," Journal of Consumer Research, 16 (March), 393-408.
   Google Scholar
• Hayduk, Leslie A. (1987), Structural Equation Modeling with LISREL: Essentials and Advances, Baltimore: Johns Hopkins University Press.
   Google Scholar
• Hennig-Thurau, Thorsten, Kevin P. Gwinner, and Dwayne D. Gremler (2002), "Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality," Journal of Service Research, 4 (February), 230-248.
   Google Scholar
• Iacobucci, Dawn, and Jonathan D. Hibbard (1999), "Toward an Encompassing Theory of Business Relationships and Interpersonal Commercial Relationships: An Empirical Generalization," Journal of Interactive Marketing, 13 (3), 13-33.
   Google Scholar
• Jacoby, Jacob, and Robert W. Chestnut (1978), Brand Loyalty Measurement and Management, New York: Wiley.
   Google Scholar
• Jacoby, Jacob, and David B. Kyner (1973), "Brand Loyalty vs. Repeat Purchase Behavior," Journal of Marketing Research, 10 (February), 1-9.
   Google Scholar
• Jones, Michael A., David L. Mothersbaugh, and Sharon E. Beatty (2000), "Switching Barriers and Repurchase Intentions in Services," Journal of Retailing, 76 (2), 259-274.
   Google Scholar
• Jöreskog, Karl, and Dag Sörbom (2004), LISREL 8.71: User's Reference Guide, Chicago: Scientific Software International.
   Google Scholar
• Keller, Kevin Lane, and David A. Aaker (1998), "The Impact of Corporate Marketing on a Company's Brand Extensions," Corporate Reputation Review, 1 (Summer), 356-378.
   Google Scholar
• Lacey, Russell, Jae Suh, and Robert M. Morgan (2007), "Differential Effects of Preferential Treatment Levels on Relational Outcomes," Journal of Service Research, 9 (February), 241-256.
   Google Scholar
• Lichtenstein, Donald R., Minette E. Drumwright, and Bridgette M. Braig (2004), "The Effect of Corporate Social Responsibility on Customer Donations to Corporate-Supported Nonprofits," Journal of Marketing, 68 (October), 16-32.
   Google Scholar
• Moorman, Christine, Gerald Zaltman, and Rohit Deshpande (1992), "Relationships Between Providers and Users of Market Research: The Dynamics of Trust Within and Between Organizations," Journal of Marketing Research, 29 (August), 314-328.
   Google Scholar
• Morgan, Robert M. (2000), "Relationship Marketing and Marketing Strategy: The Evolution of Relationship Marketing Within the Organization," in Handbook of Relationship Marketing Jagdish N. Sheth and Aatul Parvatiyar, eds., Thousand Oaks, CA: Sage, 481-505.
   Google Scholar
• Morgan, Robert M. and Shelby D. Hunt (1994), "The Commitment-Trust Theory of Relationship Marketing," Journal of Marketing, 58 (July), 20-38.
   Google Scholar
• Morgan, Robert M. Tammy N. Crutchfield, and Russell Lacey (2000), "Patronage and Loyalty Strategies: Understanding the Behavioral and Attitudinal Outcomes of Customer Retention Programs," in Relationship Marketing Thorsten Hennig-Thurau and Ursula Hansen, eds., Berlin: Springer, 71-87.
   Google Scholar
• Narayandas, Das (2005), "Building Loyalty in Business Markets," Harvard Business Review, 83 (September), 131-139.
   Google Scholar
• O'Malley, Lisa, and Andrea Prothero (2004), "Beyond the Frills of Relationship Marketing," Journal of Business Research, 57 (11), 1286-1294.
   Google Scholar
• Parvatiyar, Atul, and Jagdish N. Sheth (2000), "The Domain and Conceptual Foundations of Relationship Marketing," in Handbook of Relationship Marketing Jagdish N. Sheth and Atul Parvatiyar, eds., Thousand Oaks, CA: Sage, 3-38.
   Google Scholar
• Patterson, Paul G., and Tasman Smith (2003), "A Cross-Cultural Study of Switching Barriers and Propensity to Stay with Service Providers," Journal of Retailing, 79 (3), 107-120.
   Google Scholar
• Perkins-Munn, Tiffany, Lerzan Aksoy, Timothy L. Keiningham, and Demitry Estrin (2005), "Actual Purchase as a Proxy for Share of Wallet," Journal of Service Research, 7 (February), 245-256.
   Google Scholar
• Pritchard, Mark P., Mark E. Havitz, and Dennis R. Howard (1999), "Analyzing the Commitment-Loyalty Link in Service Contexts," Journal of the Academy of Marketing Science, 27 (Summer), 333-348.
   Google Scholar
• Ratchford, Brian T. (1982), "Cost-Benefit Models for Explaining Consumer Choice and Information-Searching Behavior," Management Science, 28 (February), 197-212.
   Google Scholar
• Reichheld, Frederick F. (1996), The Loyalty Effect, Boston: Harvard Business School Press.
   Google Scholar
• Rust, Roland T., Katherine N. Lemon, and Valarie A. Zeithaml (2004), "Return on Marketing: Using Customer Equity to Focus Marketing Strategy," Journal of Marketing, 68 (January), 109-127.
   Google Scholar
• San Martin, Sonia, Jesus Gutierrez, and Mariam Camarero (2004), "Trust as the Key to Relational Commitment," Journal of Relationship Marketing, 3 (1), 53-73.
   Google Scholar
• Sheth, Jagdish N., and Atul Parvatiyar (1995), "Relationship Marketing in Consumer Markets: Antecedents and Consequences," Journal of the Academy of Marketing Science, 23 (Fall), 255-271.
   Google Scholar
• Sirdeshmukh, Deepak, Jagdip Singh, and Barry Sabol (2002), "Consumer Trust, Value, and Loyalty in Relational Exchanges," Journal of Marketing, 66 (January), 15-37.
   Google Scholar
• Tax, Stephen S., Stephen W. Brown, and Murali Chandrashekaran (1998), "Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing," Journal of Marketing, 62 (April), 60-76.
   Google Scholar
• Urbany, Joel E., William O. Bearden, and Dan C. Weilbaker (1988), "The Effect of Plausible and Exaggerated Reference Prices on Consumer Perceptions and Price Search," Journal of Consumer Research, 15 (June), 95-110.
   Google Scholar
• Verhoef, Peter C. (2003), "Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development," Journal of Marketing, 67 (October), 30-45.
   Google Scholar
• Williamson, Oliver E. (1975), Markets and Hierarchies: Analysis and Antitrust Implications, New York: Free Press.
   Google Scholar
• Zeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman (1996), "The Behavioral Consequences of Service Quality," Journal of Marketing, 60 (April), 31-46.
   Google Scholar
• Zikmund, William G., Raymond McLeod, Jr., and Faye W. Gilbert (2003), Customer Relationship Management: Integrating Marketing Strategy and Information Technology, Hoboken, NJ: Wiley.
   Google Scholar