How often versus how long: The interplay of contact frequency and relationship duration in customer-reported service relationship strength

Journal of Service Research

Volumn 11, Issue 4, 2009, Pages 371-388

  Dagger, Tracey S ^a   Danaher, Peter J ^b   Gibbs, Brian J ^b  

^a UNIVERSITY OF QUEENSLAND   (Australia)

^b UNIVERSITY OF MELBOURNE   (Australia)

Author keywords

Contact frequency; Relationship duration; Relationship strength; Service relationship

Indexed keywords

EID: 65349179589     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670508331251     Document Type: Article

References (78)

1. Aiken, Leona S. and Stephen G. West (1991). Multiple Regression: Testing and Interpreting Interactions. Newbury Park, CA: Sage.
2. Alba, Joseph W. and J. Wesley Hutchinson (1987). Dimensions of Consumer Expertise, Journal of Consumer Research, 13 (4). 411-454.
3. Altman, Irwin and Dalmas A. Taylor (1973). Social Penetration: The Development of Interpersonal Relationships. New York: Holt, Rinehart and Winston.
4. Anderson, Erin and Barton A. Weitz (1989). Determinants of Continuity in Conventional Industrial Channel Dyads, Marketing Science, 8 (4). 310-323.
5. Anderson, Eugene W., Claes Fornell, and Donald R. Lehmann (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden Journal of Marketing, 58 (3). 53-66.
6. and Mary W. Sullivan (1993). The Antecedents and Consequences of Customer Satisfaction for Firms, Marketing Science, 12 (Spring), 125-143.
7. Anderson, James C. and James A. Narus (1990). A Model of Distributor Firm and Manufacturer Firm Working Relationships, Journal of Marketing, 54 (1). 42-58.
8. Bagozzi, Richard P. and Gordon R. Foxall (1996). Construct Validation of a Measure of Adaptive-Innovative Cognitive Styles in Consumption, International Journal of Research in Marketing, 13, 201-213.
9. Bagozzi, Richard and Todd F. Heatherton (1994). A General Approach to Representing Multifaceted Personality Constructs: Application to State Self-Esteem, Structural Equation Modeling, 1 (1). 35-67.
10. Barnes, James G. (1997). Closeness, Strength, and Satisfaction: Examining the Nature of Relationships between Providers of Financial Services and Their Retail Customers, Psychology and Marketing, 14 (18). 765-790.
11. Bell, Simon J., Seigyoung Auh, and Karen Smalley (2005). Customer Relationship Dynamics: Service Quality and Customer Loyalty in the Context of Varying Levels of Customer Expertise and Switching Costs, Journal of the Academy of Marketing Science, 33 (2). 169-183.
12. Bergkvist, Lars and John R. Rossiter (2007). The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs, Journal of Marketing Research, 44 (2). 175-184.
13. Berry, Leonard L. and A. Parasuraman (1991). Marketing Services. New York: Free Press.
14. Berscheid, Ellen, William Graziano, Thomas Monson, and Marshall Dermer (1976). Outcome Dependency: Attention, Attribution, and Attraction, Journal of Personality and Social Psychology, 34 (5). 978-989.
15. , Mark Snyder, and Allen M. Omoto (1989). The Relationship Closeness Inventory: Assessing the Closeness of Interpersonal Relationships, Journal of Personality and Social Psychology, 57 (5). 792-807.
16. Bolton, Ruth N. (1998). A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction, Marketing Science, 17 (1). 45-65.
17. , P.K. Kannan, and Matthew D. Bramlett (2000). Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value, Journal of the Academy of Marketing Science, 28 (1). 95-108.
18. , Katherine N. Lemon, and Peter C. Verhoef (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.
19. Boulding, William, Ajay Kalra, and Richard Staelin (1997). The Quality Double Whammy: The Rich Stay Rich and the Poor Stay Poor, working paper, Duke University, Durham, NC.
20. Bove, Liliana L. and Lester W. Johnson (2000). A Customer-Service Worker Relationship Model, International Journal of Service Industries Management, 11 (5). 491-511.
21. Bowen, John (1990). Development of a Taxonomy of Services to Gain Strategic Marketing Insights, Journal of the Academy of Marketing Science, 18 (1). 43-49.
22. Bring, Johan (1994). How to Standardize Regression Coefficients, American Statistician, 48 (August), 209-213.
23. Brown, Tom J., Thomas E. Barry, Peter A. Dacin, and Richard F. Gunst (2005). Spreading the Word: Investigating Antecedents of Consumers' Positive Word-of-Mouth Intentions and Behaviors in a Retailing Context, Journal of the Academy of Marketing Science, 33 (2). 123-138.
24. Caceres, Ruben Chumpitaz and Nicholas G. Paparoidamis (2007). Service Quality, Relationship, Satisfaction, Trust, Commitment and Business-to-Business Loyalty, European Journal of Marketing, 41 (7 / 8). 836-867.
25. Claycomb, Cindy and Gary L. Frankwick (2004). A Contingency Perspective of Communication, Conflict Resolution, and Buyer Search Effort in Buyer-Supplier Relationships, Journal of Supply Chain Management, 40 (1). 18-34.
26. Collopy, Fred (1996). Biases in Retrospective Self-Reports of Time Use: An Empirical Study of Computer Users, Management Science, 42 (5). 758-767.
27. Cooil, Bruce, Timothy L. Keiningham, Larzan Aksoy, and Michael Hsu (2007). A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics, Journal of Marketing, 71 (January), 67-83.
28. Crosby, Lawrence A., Kenneth R. Evans, and Deborah Cowles (1990). Relationship Quality in Services Selling: An Interpersonal Influence Perspective, Journal of Marketing, 54 (July), 68-81.
29. Cummings, Theodore, W., Donald W. Jackson Jr., and Lonnie L. Ostrom (1989). Examining Product Managers' Job Satisfaction and Performance Using Selected Organizational BehaviorVariables, Journal of the Academy of Marketing Science, 17 (2). 147-156.
30. Czepiel, John A. (1990). Service Encounters and Service Relationships: Implications for Research, Journal of Business Research, 20 (1). 13-21.
31. De Wulf, Kristof, Gaby Odekerken-Schrder, and Dawn Iacobucci (2001). Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration, Journal of Marketing, 65 (October), 33-50.
32. Dillman, Donald A. (2007). Mail and Internet Surveys: The Tailored Design Method, 2 nd ed. Hoboken, NJ: Wiley.
33. 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.
34. Dwyer, F. Robert, Paul H. Schurr, and Sejo Oh (1987). Developing Buyer-Seller Relationships, Journal of Marketing, 51 (2). 11-27.
35. Fornell, Claes and David F. Larcker (1981). Evaluating Structural Equation Models with Unobserved Variables and Measurement Error, Journal of Marketing Research, 28 (February), 39-50.
36. 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.
37. Geyskens, Inge, Jan-Benedict E. M. Steenkamp, and Nirmalya Kumar (1999). A Meta-Analysis of Satisfaction in Marketing Channel Relationships, Journal of Marketing Research, 36 (May), 223-238.
38. Gill, Michael J., William B. Swann Jr., and David H. Silvera (1998). On the Genesis of Confidence, Journal of Personality and Social Psychology, 75 (5). 1101-1114.
39. Grayson, Kent and Tim Ambler (1999). The Dark Side of Long-Term Relationships in Marketing Services, Journal of Marketing Research, 36 (February), 132-141.
40. Gwinner, Kevin P., Dwayne D. Gremler, and Mary J. Bitner (1998). Relational Benefits in Services Industries: The Customer's Perspective, Journal of the Academy of Marketing Science, 26 (2). 101-114.
41. Hair, Joseph F., Rolph E. Anderson, Ronald L. Tatham, and William C. Black (1998). Multivariate Data Analysis. Upper Saddle River, NJ: Prentice Hall International.
42. Hannan, Michael T. and John Freeman (1984). Structural Inertia and Organizational Change, American Sociological Review, 49 (April), 141-164.
43. Hausman, Angela (2001). Variations in Relationship Strength and Its Impact on Performance and Satisfaction in Business Relationships, Journal of Business and Industrial Marketing, 16 (7). 600-616.
44. Heneman, G. (1974). Comparisons of Self and Superior Ratings of Managerial Performance, Journal of Applied Psychology, 59 (October), 638-642.
45. Hennig-Thurau, Thorsten, Kevin P. Gwinner, and Dwayne D. Gremler (2002). Understanding Relationship Marketing Outcomes: An Integration of Relationship Benefits and Relationship Quality, Journal of Service Research, 4 (3). 230-247.
46. Homburg, Christian and Ruth M. Stock (2004). The Link between Salespeople's Job Satisfaction and Customer Satisfaction in a Business-to-Business Context: A Dyadic Analysis, Journal of the Academy of Marketing Science, 32 (2). 144-158.
47. Hsee, Christopher K. (1996). The Evaluability Hypothesis: An Explanation for Preference Reversals between Joint and Separate Evaluations of Alternatives, Organizational Behavior and Human Decision Processes, 67 (3). 247-257.
48. , Sally Blount, George F. Loewenstein, and Max H. Bazerman (1999). Preference Reversals between Joint and Separate Evaluations of Options: A Review and Theoretical Analysis, Psychological Bulletin, 125 (3). 576-590.
49. 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.
50. Keiningham, Timothy L., Tiffany Perkins-Munn, and Heather Evans (2003). The Impact of Customer Satisfaction on Share-of-Wallet in a Business-to-Business Environment, Journal of Service Research, 6 (1). 37-50.
51. Kellogg, Deborah L. and Richard B. Chase (1995). Constructing an Empirically Derived Measure for Customer Contact, Management Science, 41 (11). 1734-1749.
52. Kumar, Nirmalya, Lisa K. Scheer, and Jan-Benedict E. M. Steenkamp (1995). The Effects of Supplier Fairness on Vulnerable Resellers, Journal of Marketing Research, 32 (February), 54-65.
53. Lee, M. Dong-Jin, Joseph Sirgy, James R. Brown, and Monroe M. Bird (2004). Importers' Benevolence toward Their Foreign Export Suppliers, Journal of the Academy of Marketing Science, 32 (1). 32-48.
54. Lovelock, Christopher H. (1983). Classifying Services to Gain Strategic Marketing Insights, Journal of Marketing, 47 (Summer), 9-20.
55. Lovelock, Christopher H., Paul G. Patterson, and Rhett H. Walker (2007). Services Marketing: An Asia-Pacific and Australian Perspective. New South Wales, Australia: Pearson Education.
56. Lysonski, Steven (1985). A Boundary Theory Investigation of the Product Manager's Role, Journal of Marketing, 49 (1). 26-40.
57. Mattila, Anna S. (2006). The Impact of Affective Commitment and Hotel Type in Influencing Guests' Share of Wallet, Journal of Hospitality and Leisure Marketing, 15 (4). 55-68.
58. Morgan, Robert M. and Shelby D. Hunt (1994). The Commitment-Trust Theory of Relationship Marketing, Journal of Marketing, 58 (3). 20-38.
59. Murray, Sandra L. and John G. Holmes (1993). Seeing Virtues in Faults: Negativity and the Transformation of Interpersonal Narratives in Close Relationships, Journal of Personality and Social Psychology, 65 (4). 707-722.
60. Nicholson, Carolyn Y., Larry D. Compeau, and Rajesh Sethi (2001). The Role of Interpersonal Liking in Building Trust in Long-Term Channel Relationships, Journal of the Academy of Marketing Science, 29 (1). 3-13.
61. Oliver, Richard L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw-Hill.
62. Palmatier, Robert W., Rajiv P. Dant, Dhruv Grewal, and Kenneth R. Evans (2006). Factors Influencing the Effectiveness of Relationship Marketing: A Meta- Analysis, Journal of Marketing, 70 (October), 136-153.
63. Palmer, Adrian and David Bejou (1994). Buyer-Seller Relationships: A Conceptual Model and Empirical Investigation, Journal of Marketing Management, 10 (6). 495-512.
64. Patterson, Paul G. (2007). Demographic Correlates of Loyalty in a Service Context, Journal of Services Marketing, 21 (2). 112-121.
65. Ping, Robert (1995). A Parsimonious Estimating Technique for Interaction and Quadratic Latent Variables, Journal of Marketing Research, 32 (August), 336-347.
66. (1996 a), Estimating Latent Variable Interactions and Quadratics: The State of This Art, Journal of Management, 22 (1). 163-183.
67. (1996 b), Latent Variable Interaction and Quadratic Effect Estimation: A Two-Step Technique Using Structural Equation Analysis, Psychological Bulletin, 119 (January). 166-175.
68. (1996 c), Latent Variable Regression: A Technique for Estimating Interaction and Quadratic Coefficients, Multivariate Behavioral Research, 31 (1). 95-120.
69. Rauyruen, Papassapa, and Kenneth E. Miller (2007). Relationship Quality as a Predictor of B2B Customer Loyalty, Journal of Business Research, 60, 21-31.
70. Rosenbaum, Mark S., Carolyn Massiah and Donald W. Jackson Jr. (2006). An Investigation of Trust, Satisfaction, and Commitment on Repurchase Intentions in Professional Services, Services Marketing Quarterly, 27 (3). 115-135.
71. Scheer, Lisa K. and Louis W. Stern (1992). The Effect of Influence Type and Performance Outcomes on Attitude towards the Influencer, Journal of Marketing Research, 29 (1). 128-142.
72. Shemwell, Donald J. and Joseph J. Cronin (1995). Trust and Commitment in Customer/Service-Provider Relationships: Analysis of Differences across Service Types and between Sexes, Journal of Customer Service in Marketing and Management, 1 (2). 5-75.
73. Silvestro, Rhian, Lin Fitzgerald, Robert Johnston, and Christopher Voss (1992). Towards a Classification of Service Processes, International Journal of Service Industry Management, 3 (3). 62-75.
74. Swann, William B. and Michael J. Gill (1997). Confidence and Accuracy in Person Perception: Do We Know What We Think about Our Relationship Partners? Journal of Personality and Social Psychology, 73 (4). 747-757.
75. Ulaga, Wolfgang and Eggert Andreas (2006). Relationship Value and Relationship Quality: Broadening the nomological network of Business-to-Business Relationships, European Journal of Marketing, 40 (3). 311-327.
76. Verhoef, Peter C., Philip H. Franses, and Janny C. Hoekstra (2002). The Effect of Relational Constructs on Customer Referrals and Number of Services Purchased from a Multiservice Provider: Does Age of Relationship Matter? Journal of the Academy of Marketing Science, 30 (3). 202-216.
77. Wong, Amy and Amrik Sohal (2002). An Examination of the Relationship between Trust, Commitment and Relationship Quality, International Journal of Retail and Distribution Management, 30 (1). 34-50.
78. Yeung, Catherine W. M. and Dilip Soman (2007). The Duration Heuristic, Journal of Consumer Research, 34 (October), 315-326.