The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services

Journal of Services Marketing

Volumn 13, Issue 2, 1999, Pages 151-170

  Sharma, Neeru ^a   Patterson, Paul G ^b  

^a UNIVERSITY OF TECHNOLOGY SYDNEY   (Australia)

^b UNIVERSITY OF NEW SOUTH WALES   (Australia)

Author keywords

Marketing communications; Professional service firms; Relationship marketing; Service quality; Services marketing

Indexed keywords

EID: 84986058156     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876049910266059     Document Type: Article

References (44)

1. Anderson, E. and Weitz, B. (1992), “The use of pledges to build and sustain commitment in distribution channels”, Journal of Marketing Research, Vol. 29, February, pp. 18-34.
2. Anderson, J.C. and Narus, J.A. (1990), “A model of distributor firm and manufacturer firm working partnerships”, Journal of Marketing, Vol. 54, January, pp. 42-58.
3. Asher, H.E. (1976), Causal Modeling, Sage Publications, Beverly Hills, CA.
4. Bejou, D. and Palmer, A. (1998), “Service failure and loyalty: an exploratory empirical study of airline customers”, Journal of Services Marketing, Vol. 12 No.1, pp. 7-22.
5. Benson, L. (1994), “Profiting as an investment adviser”, Practical Accountant, August, pp. 20-31.
6. Berry, L.L. (1983), “Relationship marketing”, in Berry, L.L., Shostack, G.L. and Upah, G.D. (Eds), Emerging Perspectives on Services Marketing, American Marketing Association, Chicago, IL, pp. 25-8.
7. Bland, L. (1997), “Good guys, bad guys”, The Sydney Morning Herald, 2 July, p. 1.
8. Blau, P.M. (1964), Exchange and Power in Social Life, J. Wiley & Sons, New York, NY.
9. Christopher, M., Payne, A. and Ballantyne, D. (1991), Relationship Marketing: Bringing Quality, Customer Services and Marketing Together, Butterworth Heinemann, Oxford.
10. Clark, G.J. (1992), “Quality in finance”, Management Services, Vol. 36 No. 9, pp. 24-6.
11. Crosby, L.A., Evans, K.R. and Cowles, D. (1990), “Relationship quality in services selling: an interpersonal influence perspective”, Journal of Marketing, Vol. 54, July, pp. 68-81.
12. Darby, M.R. and Karni, E.R. (1973), “Free competition and optimal amount of fraud”, Journal of Law and Economics, Vol. 16, April, pp. 67-86.
13. Dwyer, R.F., Schurr, P.H. and Oh, S. (1987), “Developing buyer-seller relationships”, Journal of Marketing, Vol. 51, April, pp.11-25.
14. Fox, A. (1974), Beyond Contract: Work, Power and Trust Relationships, Faber & Faber, London.
15. Franke, R.H. (1988), “Quality service pays off”, Trust and Estates, Vol. 127 No. 9, pp. 22-8.
16. Gaski, J.F. (1984), “The theory of power and conflict in channels of distribution”, Journal of Marketing, Vol. 48, Summer, pp. 9-29.
17. Geyskens, I. and Steenkamp, J.B. (1995), “An investigation into the joint effects of trust and interdependence on relationship commitment”, EMAC Proceedings.
18. Grönroos, C. (1978), “A service oriented approach to marketing of service”, European Journal of Marketing, Vol. 12 No. 8.
19. Grönroos, C. (1983), Strategic Management and Marketing in the Service Sector, Marketing Science Institute, Boston, MA.
20. Gundlach, T.G., Achrol, R.S. and Mentzer, J.T. (1996), “The structure of commitment in exchange”, Journal of Marketing, Vol. 59, January, pp. 78-92.
21. Hatfeld, G.W. (1993), “A financial planner - good communication skills”, CPA Journal, Vol. 63 No. 6, June, p. 71.
22. Headley, D.E. and Choi, B. (1992), “Achieving service quality through gap analysis and a basic statistical approach”, Journal of Services Marketing, Vol. 6No.1, pp. -14.
23. Hrebiniak, L.G. (1974), “Effects of job level and participation on employee attitudes and perceptions of influence”, Academy of Management Journal, Vol. 17, pp. 649-62.
24. Kumar, N., Scheer, L.K. and Steenkamp, J.B.E.M. (1995), “The effects of perceived interdependence on dealer attitudes”, Journal of Marketing Research, Vol. 32, August, pp. 348-56.
25. Lapierre, J. (1997), “What does value mean in business-to-business professional services?”, International Journal of Service Industry Management, Vol. 8 No. 5. pp. 377-97.
26. Lovelock, C.H. (1983), “Classifying services to gain strategic marketing insights”, Journal of Marketing, Vol. 47 No. 3, Summer, pp. 9-20.
27. Lovelock, C.H. (1996), Services Marketing (3rd ed.), Prentice-Hall, London.
28. Lovelock, C.H., Patterson P.G. and Walker, R.H. (1998), Services Marketing: Australia and New Zealand, Prentice-Hall, Sydney.
29. Mohr, J.J., Fisher, R.J. and Nevin, J.R. (1996), “Collaborative communication in interfirm relationships: moderating effects of integration and control”, Journal of Marketing, Vol. 60, July, pp. 103-15.
30. Moorman, C., Deshpande, R. and Zaltman, G. (1992), “Relationships between providers and users of market research: the dynamics of trust within and between organizations”, Journal of Marketing Research, Vol. 29, August, pp. 314-25.
31. Moorman, C., Deshpande, R. and Zaltman, G. (1993), “Factors affecting trust in market research relationship”, Journal of Marketing, Vol. 57, January, pp. 81-101.
32. Morgan, R.M. and Hunt, S.D. (1994), “The commitment-trust theory of relationship marketing”, Journal of Marketing, Vol. 58, July, pp. 20-38.
33. Norris, D.G. and McNeilly, K.M. (1995), “The impact of environmental uncertainty and asset specificity on the degree of buyer-supplier commitment”, Journal of Business-to-Business Marketing, Vol. 2 No. 2, pp. 59-85.
34. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, Fall, pp. 41-50.
35. Patterson, P.G. and Spreng, R.A. (1997), “Modeling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: an empirical examination”, International Journal of Service Industry Management, Vol. 8 No. 5. pp. 414-34.
36. Ping, R.A. Jr (1993), “The effects of satisfaction and structural constraints on retailers’ exiting, voice, loyalty, opportunism, and neglect”, Journal of Retailing, Vol. 69 No. 3, Fall, pp. 321-49.
37. Rempel, J.K. and Holmes, J.G. (1986), “How do I trust thee?”, Psychology Today, February, pp. 28-34.
38. Scanzoni, J. (1979), “Social exchange and behavioral independence”, in Burgess, R.L. and Huston, T.L. (Eds), Social Exchange in Developing Relationships, Academic Press, New York, NY.
39. Schurr, P.H. and Ozanne, J.L. (1985), “Influence on exchange processes: buyers’ perceptions of a seller's trustworthiness”, Journal of Consumer Research, Vol. 11 No. 7, pp. 939-53.
40. Stewart, R.H. (1992), “Service quality from disciplined endeavor”, Management Accounting, London, Vol. 70 No. 10, p. 19.
41. Wilson, D. and Mummalaneni, V. (1989), “Bonding and commitment in buyer-seller relationships”, Journal of Industrial Marketing and Purchasing, Vol. 1, pp. 46-58.
42. Wind, Y. (1970), “Industrial source loyalty”, Journal of Marketing Research, Vol. 7, pp. 445-57.
43. Young, L. and Denize, S. (1995), “A concept of commitment: alternative views of relational continuity in business service relationships”, Journal of Business & Industrial Marketing, Vol. 10 No. 5, pp. 22-37.
44. Zeithaml, V.A. (1981), “How consumers’ evaluation processes differ between goods and services”, Marketing of Services, American Marketing Association, Chicago, IL.