Customer loyalty to one service worker: Should it be discouraged?

International Journal of Research in Marketing

Volumn 23, Issue 1, 2006, Pages 79-91

  Bove, Liliana L ^a   Johnson, Lester W ^b  

^a UNIVERSITY OF MELBOURNE   (Australia)

^b UNIVERSITY OF MELBOURNE   (Australia)

Author keywords

Commitment; Customer relationships; Loyalty; Service workers; Trust

Indexed keywords

EID: 33645007846     PISSN: 01678116     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijresmar.2006.01.007     Document Type: Article

References (85)

1. E. Anderson B. Weitz Determinants of continuity in conventional industrial channel dyads Marketing Science 8 4 1989 310-323
2. E. Anderson B. Weitz The use of pledges to build and sustain commitment in distribution channels Journal of Marketing Research 29 1992, February 18-34
3. J.C. Anderson D.W. Gerbing Structural equation modeling in practice: A review and recommended two-step approach Psychological Bulletin 103 3 1988 411-423
4. R.P. Bagozzi Y. Yi On the evaluation of structural equation models Journal of the Academy of Marketing Science 16 1 1988 74-94
5. J.G. Barnes Establishing relationships - Getting closer to the customer may be more difficult than you think Irish Marketing Review 8 1995 107-116
6. H. Baumgartner C. Homburg Applications of structural equation modeling in marketing and consumer research: A review International Journal of Research in Marketing 13 1996 139-161
7. S.E. Beatty M. Mayer J.E. Coleman K.E. Reynolds J. Lee Customer-sales associate retail relationships Journal of Retailing 72 3 1996 223-247
8. N. Bendapudi L.L. Berry Customers' motivations for maintaining relationships with service providers Journal of Retailing 73 1 1997 15-37
9. N. Bendapudi R.P. Leone How to lose your star performer without losing customers, too Harvard Business Review 79 10 2001 104-112
10. N. Bendapudi R.P. Leone Managing business-to-business customer relationships following key contact employee turnover in a vendor firm Journal of Marketing 66 2002, April 83-101
11. H. Biong The role of the salesperson within a long-term buyer-supplier relationship in the industrial market J.N. Sheth A. Parvatiyar Relationship marketing: Theory, methods and applications 1994 Emory University Atlanta, USA 1-11
12. Bove, L. L. (2002). Customer relationships with service personnel and their impact on service loyalty. PhD Thesis, Department of Marketing, Monash University, Melbourne Australia.
13. L.L. Bove L.W. Johnson Predicting personal loyalty to a service worker Australasian Marketing Journal 10 1 2002 24-35
14. D.E. Bowen B. Schneider Boundary-spanning role employees and the service encounter: Some guidelines for management and research J.A. Czepiel M.R. Solomon C.F. Surprenant The service encounter. Managing employee/ customer interaction in service businesses 1985 Lexington Books Toronto 127-147
15. R.B. Chase Where does the customer fit in a service operation? Harvard Business Review 1978, November/December 137-142
16. C.P. Chou P.M. Bentler Estimates and tests in structural equation modeling R.H. Hoyle Structural equation modeling. Concepts, issues and applications 1995 Sage Publications Inc Thousand Oaks, California 37-55
17. S. Chow R. Holden Toward an understanding of loyalty: The moderating role of trust Journal of Managerial Issues 9 3 1997 275-298
18. D.L. Corsun C.A. Enz Predicting psychological empowerment among service workers. The effect of support-based relationships Human Relations 52 2 1999 205-224
19. R.A. Coulter M. Ligas The long good-bye: The dissolution of customer-service provider relationships Psychology and Marketing 17 8 2000 669-696
20. L.A. Crosby Building and maintaining quality in the service relationship S.W. Brown E. Gummesson B. Edvardsson B. Gustavsson Service quality. Multidisciplinary and multinational perspectives 1990 Lexington Books New York 269-287
21. L.A. Crosby K.R. Evans D. Cowles Relationship quality in services selling: An interpersonal influence perspective Journal of Marketing 54 1990, July 68-81
22. G.S. Day A two-dimensional concept of brand loyalty Research 9 3 1969 29-35
23. A.S. Dick K. Basu Customer loyalty: Toward an integrated conceptual framework Journal of the Academy of Marketing Science 22 2 1994 99-113
24. P.M. Doney J.P. Cannon An examination of the nature of trust in buyer-seller relationships Journal of Marketing 61 1997, April 35-51
25. S. Duck Understanding relationships 1991 The Guilford Press New York
26. K.L. Ellis S.E. Beatty Customer relationships with retail salespeople: A conceptual model and propositions F.R. Kardes M. Sujan Advances in consumer research vol. 22 1995 Association for Consumer Research Provo, UT 594-598
27. R.M. Emerson Social exchange theory Annual Review of Sociology 2 1976 335-362
28. K.M. File R.A. Prince Evaluating the effectiveness of interactive marketing Journal of Services Marketing 7 3 1993 49-53
29. C. Fornell D.F. Larcker Evaluating structural equation models with unobservable variables and measurement error Journal of Marketing Research 28 1981, February 39-50
30. S. Ganesan Determinants of long-term orientation in buyer-seller relationships Journal of Marketing 58 1994, April 1-19
31. S. Ganesan R. Hess Dimensions and levels of trust: Implications for commitment to a relationship Marketing Letters 8 4 1997 439-448
32. E. Garbarino M.S. Johnson The different roles of satisfaction, trust, and commitment in customer relationships Journal of Marketing 63 1999, April 70-87
33. M. Ghingold K.C. Maier Questioning the unquestioned importance of personal service in services marketing: Discussion and implications J.A. Czepiel C.A. Congram J. Shanahan The services challenge: Integrating for competitive advantage 1987 American Marketing Association Chicago 45-49
34. M.S. Goodstadt L. Chung R. Kronitz G. Cook Mail survey response rates: Their manipulation and impact Journal of Marketing Research 14 1977, August 391-395
35. C. Goodwin Communality as a dimension of service relationships Journal of Consumer Psychology 5 4 1996 387-415
36. C. Goodwin D.D. Gremler Friendship over the counter: How social aspects of service encounters influence consumer service loyalty T.A. Swartz D.E. Bowen S.W. Brown Advances in services marketing and management vol. 5 1996 JAI Press Inc London 247-282
37. G.W. Grandey D.M. Dobni C.B. Dobni Handle with care Ivey Business Quarterly 63 1998, Winter 59-64
38. D.D. Gremler S.W. Brown Service loyalty: Its nature, importance, and implications B. Edvardsson S.W. Brown R. Johnston E.E. Scheuing QUIS 5 advancing service quality: A global perspective 1996 International Service Quality Association Inc New York 171-180
39. D.D. Gremler S.W. Brown Towards a conceptual model of service loyalty D.T. LeClair M. Hartline Marketing theory and applications AMA Winter Educators' Conference vol. 8 1997 American Marketing Association Chicago, IL 218-219
40. C. Grönroos A service-orientated approach to marketing of services European Journal of Marketing 12 8 1978 588-601
41. T.W. Gruen The outcome set of relationship marketing in consumer markets International Business Review 4 4 1995 447-469
42. B.A. Gutek The dynamics of service. Reflections on the changing nature of customer/provider interactions 1995 Jossey-Bass Publishers San Francisco
43. K.P. Gwinner D.D. Gremler M.J. Bitner Relational benefits in services industries: The customer's perspective Journal of the Academy of Marketing Science 26 2 1998 101-114
44. J.F. Hair Jr. R.E. Anderson R.L. Tatham W.C. Black Multivariate data analysis 5th ed. 1998 Prentice-Hall International New Jersey
45. A. Halinen Service quality in professional business services: A relationship approach T.A. Swartz D.E. Bowen S.W. Brown Advances in services marketing and management vol. 5 1996 JAI Press Inc London 315-341
46. H. Hansen K. Sandvik F. Selnes Direct and indirect effects of commitment to a service employee on the intention to stay Journal of Service Research 5 4 2003 356-368
47. J.W. Henry The service employee's pivotal role in organizational success Journal of Services Marketing 8 4 1994 25-35
48. C.J. Hill S.E. Neeley Differences in the consumer decision process for professional vs. generic services Journal of Services Marketing 2 1 1988 17-23
49. R.A. Hinde Towards understanding relationships 1979 Academic Press London
50. L. Hu P.M. Bentler Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives Structural Equation Modeling 6 1 1999 1-55
51. A.R. Hubbert A.G. Sehorn S.W. Brown Service expectations: The consumer versus the provider International Journal of Service Industry Management 6 1 1995 6-21
52. D. Iacobucci A. Ostrom Commercial and interpersonal relationships: Using the structure of interpersonal relationships to understand individual-to-individual, individual-to-firm, and firm-to-firm relationships in commerce International Journal of Research in Marketing 13 1996 53-72
53. M.P. Johnson Commitment to personal relationships W.H. Jones D. Perlman Advances in personal relationships vol. 3 1991 Jessica Kingsley Publishers London 117-143
54. J. Kandampully Service quality to service loyalty: A relationship which goes beyond customer services Total Quality Management 9 6 1998 431-443
55. S.K. Kim A cross-national study of interdependence structure and distributor attitudes: The moderating effect of group orientation International Journal of Research in Marketing 20 2003 193-214
56. V. Liljander T. Strandvik The nature of customer relationships in services T.A. Swartz D.E. Bowen S.W. Brown Advances in services marketing and management vol. 4 1995 JAI Press Inc Connecticut 141-167
57. R.C. MacCallum M.W. Browne The use of causal indicators in covariance structure models: Some practical issues Psychological Bulletin 114 3 1993 533-541
58. G. Macintosh Perceived risk and outcome differences in multi-level service relationships Journal of Services Marketing 16 2 2002 143-157
59. G. Macintosh L.S. Lockshin Retail relationships and store loyalty: A multi-level perspective International Journal of Research in Marketing 14 1997 487-497
60. H.W. Marsh D. Hocevar Application of confirmatory factor analysis to the study of self-concept: First and higher order factor models and their invariance across groups Psychological Bulletin 97 3 1985 562-582
61. D.J. McAllister Affect- and cognition-based trust as foundations for interpersonal cooperation in organizations Academy of Management Journal 38 1 1995 24-59
62. P.K. Mills J.H. Morris Clients as "partial" employees of service organizations: Role development in client participation Academy of Management Review 11 4 1986 726-735
63. A.A. Mitchell J.C. Olson Are product attributes beliefs the only mediator of advertising effects on brand attitude? Journal of Marketing Research 18 1981, August 318-332
64. K.R. Moore Trust and relationship commitment in logistics alliances: A buyer perspective International Journal of Purchasing and Materials Management 1988, Winter 24-37
65. R.M. Morgan S.D. Hunt The commitment-trust theory of relationship marketing Journal of Marketing 58 1994, July 20-38
66. R.L. Oliver Satisfaction: A behavioral perspective on the consumer 1997 McGraw-Hill New York
67. P.G. Patterson T. Smith Modeling relationship strength across service types in an Eastern culture International Journal of Service Industry Management 12 2 2001 90-113
68. L.L. Price E.J. Arnould Commercial friendships: Service provider-client relationships in context Journal of Marketing 63 1999, October 38-56
69. M.P. Pritchard D.R. Howard The loyal traveller: Examining a typology of service patronage Journal of Travel Research 1997, Spring 2-10
70. A. Rafaeli When cashiers meet customers: An analysis of the role of supermarket customers Academy of Management Journal 32 2 1989 245-273
71. J.K. Rempel J.G. Holmes M.P. Zanna Trust in close relationships Journal of Personality and Social Psychology 49 1 1985 95-112
72. K.E. Reynolds M.J. Arnold Customer loyalty to the salesperson and the store: Examining relationship customers in an upscale retail context Journal of Personal Selling and Sales Management 20 2 2000 89-98
73. K.E. Reynolds S.E. Beatty Customer benefits and company consequences of customer-salesperson relationships in retailing Journal of Retailing 75 1 1999 11-32
74. B. Schneider D.E. Bowen New services design, development and implementation and the employee W.R. George C.E. Marshall Developing new services 1984 American Marketing Association Chicago 82-101
75. R.E. Schumacker R.G. Lomax A beginner's guide to structural equation modeling 1996 L. Erlbaum Associates Mahwah, N.J
76. F. Selnes K. Gønhaug Effects of supplier reliability and benevolence in business marketing Journal of Business Research 49 2000 259-271
77. D.J. Shemwell Jr. J.J. Cronin Jr. Trust and commitment in customer/ service-provider relationships: An analysis of differences across service types and between sexes Journal of Customer Service in Marketing and Management 1 2 1995 65-75
78. D.J. Shemwell Jr. J.J. Cronin Jr. W.R. Bullard Relational exchange in services: An empirical investigation of ongoing customer service-provider relationships International Journal of Service Industry Management 5 3 1994 57-68
79. M.R. Solomon C. Surprenant J. Czepiel E.G. Gutman A role theory perspective on dyadic interactions: The service encounter Journal of Marketing 49 1985, Winter 99-111
80. G.P. Stone City shoppers and urban identification: Observations on the social psychology of city life American Journal of Sociology 60 1954 36-45
81. E.F. Stone J.R. Hollenbeck Clarifying some controversial issues surrounding statistical procedures for detecting moderator variables: Empirical evidence and related matters Journal of Applied Psychology 74 1 1989 3-10
82. J.E. Swan M.R. Bowers L.D. Richardson Customer trust in the salesperson: An integrative review and meta-analysis of the empirical literature Journal of Business Research 44 2 1998 93-107
83. J.E. Swan I.F. Trawick D.W. Silva How industrial salespeople gain customer trust Industrial Marketing Management 14 1985, August 203-211
84. V.A. Zeithaml How consumer evaluation processes differ between goods and services J.H. Donnelly W.R. George Marketing of services 1981 American Marketing Association Chicago 186-190
85. V.A. Zeithaml A. Parasuraman L.L. Berry Problems and strategies in services marketing Journal of Marketing 49 1985, Spring 33-46