The mediating effect of commitment on customer loyalty towards e-brokerages: An enhanced investment model

Total Quality Management and Business Excellence

Volumn 18, Issue 7, 2007, Pages 751-770

  Huang, Li Ting ^a   Cheng, Tsung Chieh ^a   Farn, Cheng Kiang ^a  

^a NATIONAL CENTRAL UNIVERSITY   (Taiwan)

Author keywords

Commitment; Customer loyalty; E brokerage; Investment model; Service quality; Switching barriers

Indexed keywords

EID: 34748845234     PISSN: 14783363     EISSN: 14783371     Source Type: Journal    
DOI: 10.1080/14783360701349765     Document Type: Article

References (69)

1. Al-Awadi, A. (2002) A proposed model of consumer loyalty in the retailing sector based on the Kuwaiti experience, Total Quality Management, 13(7), pp. 1035-1046.
2. Alexander, N. & Colgate, M. (2000) Retail financial services: transaction to relationship marketing, European Journal of Marketing, 34(8), pp. 938-953.
3. Allen, N. J. & Meyer, J. P. (1990) The measurement of antecedents of affective, continuous and normative commitment to the organization, Journal of Occupational Psychology, 63, pp. 1-18.
4. Anderson, E. W. et al. (1994) Customer satisfaction, market share, and profitability: finding from Sweden, Journal of Marketing, 58, pp. 53-66.
5. Bagozzi, R. P. (1980) Casual Models in Marketing (New York: Wiley).
6. Barnes, B. R, et al. (2004) Exploring the linkage between internal marketing, relationship marketing and service quality: a case study of a consulting organization, Total Quality Management, 15(5-6), pp. 593-601.
7. Barksdale Jr, H. C. et al. (1997) Relationship maintenance model: a comparison between managed health care and traditional fee-for-service, Journal of Business Research, 40(3), pp. 237-247.
8. Barrick, M. R. et al. (1993) Conscientiousness and performance of sales representatives: test of the mediating effects of goal setting, Journal of Applied Psychology, 78, pp. 715-722.
9. Becker, H. S. (1960) Notes on the concept of commitment, American Journal of Sociology, 66, pp. 32-42.
10. Bendapudi, N. & Berry, L. L. (1997) Customer's motivations for maintaining relationships with service providers, Journal of Retailing, 73(1), pp. 15-37.
11. Bentler, P. M. (1980) Multivariate analysis with latent variables: casual modelling, Annual Review of Psychology, 31, pp. 419-456.
12. Berry, L. L. (1983) Relationship Marketing, in: L. L. Berry et al. (Eds) Emerging Perspectives of Service Marketing, pp. 25-28 (Chicago, IL: American Marketing Association).
13. Bhattacherjee, A. (2001) An empirical analysis of the antecedents of electronic commerce service continuance, Decision Support Systems, 32, pp. 201-214.
14. Boulding, W. et al. (1993) A dynamic process model of service quality: From expectations to behavioral intentions, Journal of Marketing Research, 20, pp. 7-27.
15. Bozeman, D. P. & Perrewé, P. L. (2001) The effect of item content overlap on organizational commitment questionnaire-turnover cognitions relationships, Journal of Applied Psychology, 86, pp. 161-173.
16. Chen, P. Y. & Hitt, L. M. (2002) Measuring switching costs and the determinants of customer retention in Internetenabled business: a study of the online brokerage industry, Information Systems Research, 13(3), pp. 255-274.
17. Colgate, M. & Lang, B. (2001) Switching barriers in consumer markets: an investigation of the financial service industry, The Journal of Consumer Marketing, 18(4/5), pp. 332-347.
18. Crosby, L. A. & Stephen, N. J. (1987) Effects of relationship marketing on satisfaction, retention, and prices in the insurance industry, Journal of Marketing Research, 24, pp. 404-411.
19. Dick, A. S. & Basu, K. (1994) Customer loyalty: toward an integrated conceptual framework, Journal of the Academy of Marketing Science, 22(2), pp. 99-113.
20. Drigotas, S. M. et al. (1999) An investment model prediction of dating infidelity, Journal of Personality and Social Psychology, 77(3), pp. 509-524.
21. Dunham, R. B. et al. (1994) Organizational commitment: the utility of an integrative definition, Journal of Applied Psychology, 79, pp. 370-380.
22. Eskildsen, J. et al. (2004) The drivers of customer satisfaction and loyalty: the case of Denmark 2000-2002, Total Quality Management, 15(5-6), pp. 859-868.
23. Farrell, D. & Rusbult, C. E. (1981) Exchange variables as predictors of job satisfaction, job commitment, and turnover: the impact of rewards, costs, alternatives, and investment, Organizational Behavior and Human Performance, 27, pp. 78-95.
24. Fornell, C. (1992) A national customer satisfaction barometer: the Swedish experience, Journal of Marketing, 56(1), pp. 6-21.
25. Fornell, C. & Larcker, D. F. (1981) Evaluating structural equation models with unobservable variables and measurement error, Journal of Marketing Research, 36(10), pp. 1246-1255.
26. Garbarino, E. & Johnson, M. S. (1999) The different roles of satisfaction trust and commitment in customer relationship, Journal of Marketing, 63(2), pp. 70-87.
27. Homans, G. C. (1961) Social Behavior: Its Elementary Forms (New York: Harcourt, Brace & World).
28. Jones, T. O. et al. (2000) Switching barriers and repurchase intention in services, Journal of Retailing, 76(2), pp. 259-274.
29. Julander, C. & Söderlund, M. (2003) Effects of switching barriers on satisfaction, repurchase intention and attitudinal loyalty, SSE/EFI Working Paper Series in Business Administration, 2003:1.
30. Kelley, H. H. & Thibaut, J. W. (1978) Interpersonal Relations: A Theory of Interdependence (New York: Wiley).
31. Kelloway, E. K. (1998) Using LISREL for Structural Equation Modeling: A Researcher's Guide (Thousand Oaks: Sage Publication).
32. Ko, J. W. et al. (1997) Assessment of Meyer and Allen's three-component model, of organizational commitment in South Korea, Journal of Applied Psychology, 82, pp. 961-973.
33. Kumar, N. et al., (1995) The effects of supplier fairness on vulnerable resellers, Journal of Marketing Research, 32(1), pp. 54-65.
34. Kumar, V. et al. (2003) Antecedents and consequences of relationship intention: implications for transaction and relationship marketing, Industrial Marketing Management, 32, pp. 667-676.
35. Le, B. & Agnew, C. R. (2003) Commitment and its theorized determinants: a meta-analysis of the investment model, Personal Relationships, 10, pp. 37-57.
36. Loiacono, E. et al. (2002) WEBQUAL: a measure of website quality, in: K. Evans & L. Scheer (Eds.) 2002 Marketing Educators' Conference: Marketing Theory and Applications, pp. 432-437.
37. McGee, G. W. & Ford, R. C. (1987) Two or more? Dimensions of organizational, commitment: reexamination of the affective and continuance commitment scales, Journal of Applied Psychology, 72, pp. 638-642.
38. McVey, H. (2000) Online financial services, Retrieved August, from, http://www.msdw.com.
39. Menon, N. M. et al. (1999) Understanding trustworthiness beliefs in electronic brokerage usage, in: D. Prabudda & J. I. Degross (Eds) Proceeding of the Twentieth International Conference on Information Systems, December 13-15, pp. 552-555 (North Carolina: Omnipress).
40. Meyer, J. P. & Allen, N. J. (1984) Testing the 'side-bet' theory' of organizational commitment: some methodological considerations, Journal of Applied Psychology, 69, pp. 372-378.
41. Meyer, J. P. & Allen, N. J. (1987) Organizational commitment: toward a three-component model, Research Bulletin, 660 (London: The University of Western Ontario, Department of Psychology).
42. Meyer, J. P. et al. (1993) Commitment to organizations and occupations: Extension and test of a three-component conceptualization, Journal of Applied Psychology, 78(4), pp. 538-551.
43. Morgan, R. M. & Hunt, S. D. (1994) The commitment-trust theory of relationship marketing, Journal of Marketing, 58(3), pp. 20-38.
44. Oliver, R. L. (1993) A. conceptual model of service quality and service satisfaction, in: T. A. Swartz et al. (Eds) Advances in Service Marketing and Management, pp. 65-86 (Greenwich: JAI Press).
45. Oliver, R. L. (1999) Whence consumer loyalty?, Journal of Marketing, 53, pp. 21-35.
46. Patterson, P. G. & Smith, T. (2003) A cross-cultural study of switching barriers and propensity to stay with service providers, Journal of Retailing, 79, pp. 107-120.
47. Peppard, J. (2000) Customer relationship management (CRM) in financial services, European Management Journal, 18(3), pp. 312-327.
48. Pierce, L. G. & Geyer, P. D. (1991) Combining intention with investment to predict withdrawal behavior, Journal of Social Psychology, 131, pp. 117-124.
49. Reichheld, F. F. et al. (2000) The Loyalty effect - the relationship between loyalty and profits, European Business Journal, 12(3), pp. 134-139.
50. Rienzner, R. & Testa, F. (2003) The captive consumer no longer exists: creating customer loyalty to compete on the new deregulated markets of public utilities, Total Quedity Management, 14(2), pp. 171-187.
51. Rusbult, C. E. (1980) Commitment and satisfaction in romantic associations: a test of the investment model, Journal of Experimental Social Psychology, 16, pp. 172-186.
52. Rusbult, C. E. (1983) A longitudinal test of the investment model: the development of satisfaction and commitment in heterosexual involvements, Journal of Personality and Social Psychology, 45(1), pp. 101-117.
53. Rusbult, C. E. & Farrell, D. (1983) A. longitudinal test of the investment model: the impact on job satisfaction, job commitment, and turnover of variations in rewards, costs, alternatives, and investments, Journal of Applied Psychology, 68, pp. 429-438.
54. Rusbult, C. E. (1989) Responses to dissatisfaction in dose relationships: the exit-voice-loyalty-neglect model, in: D. perlman & S. Duck (Eds) Intimate Relationships: Development, Dynamics, and Deterioration, pp.209-237 (Newbury Park: Sage).
55. Rusbult, C. E. et al. (1994) The investment model: an interdependence analysis of commitment process and relationship maintenance phenomena, in: D. J. Canary & L. Stafford (Eds.) Communication and Relational Maintenance, pp. 115-139 (San Diego: Academic Press).
56. Rusbult, C. E. et al. (1986) Predicting satisfaction and commitment in adult romantic involvements: an assessment of the generalizability of the investment model, Social Psychology Quarterly, 49(1), pp. 81-89.
57. Szymanski, D. M. & Henard, D. H. (2001) Customer satisfaction: a meta-analysis of the empirical evidence, Journal of Academy of Marketing Science, 29(1), pp. 16-35.
58. Taiwan Securities Exchange (2004) Retrieved April, from http://www.tse.com.tw/home.htm.
59. Tellefsen, T. & Thomas, G. P. (2005) The antecedents and consequences of organizational and personal commitment in business service relationships, Industrial Marketing Management, 34, pp. 23-37.
60. Thibaut, J. W. & Kelley, H. H. (1959) The Social. Psychology of Groups (New York: Wiley).
61. van Dam, K. (2005) Employee attributes toward job changes: an application and extension of Rusbult and Farrell's investment model, Journal of Occupational and Organizational Psychology, 78, pp. 253-272.
62. Varian, H. (1998) Effect of the Internet on financial markets, Working Paper (Berkeley: University of California).
63. Wasti, S. A. (2002) Affective and continuance commitment to the organization: test of an integrated model in the Turkish context, International Journal of Intercultural Relations, 26, pp. 525-550.
64. Wolfinbarger, M. & Gilly, M. C. (2003) eTailQ: Dimensionalizing, measuring and predicting etail quality, California Management Review, 43(2), pp. 34-56.
65. Yang, Z. & Peterson, R. T. (2004) Customer perceived value, satisfaction, and loyalty: the role of switching costs, Psychology & Marketing, 21(10), pp. 799-822.
66. Zeithaml, V. A. & Bitner, M. J. (1996) Service Marketing (New York: McGraw-Hill).
67. Zeithaml, V. A. et al. (1996) The behavior consequences of service quality, Journal of Marketing, 60, pp. 31-46.
68. Zeithaml, V. A. et al. (2000) e-Scrvice quality: Definition, dimension, and conceptual model, Working Paper (Cambridge: Marketing Science Institute).
69. Zeithaml, V. A. et al. (2002) Service quality delivery through web sites: a critical review of extant knowledge, Academy of Marketing Science, 30(4), pp. 362-375.