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Investigation of the relationship between service values and loyalty behaviors under high commitment

Investigation of the relationship between service values and loyalty behaviors under high commitment The aim of this study is to investigate to relationship between service values, commitment, and customer loyalty. Based on self-administrated survey from 440 mobile service users in South Korea, the proposed model was estimated by a hierarchical regression. First, the price and the quality values have a positive effect on repurchase intention under high calculative commitment. Second, price value also has a positive effect on positive word of mouth under high calculative commitment. Finally, and social value has a positive effect on positive word of mouth under high affective commitment. We discuss the implications of these findings for commitment management strategies on the relationship between service values and customer-loyalty link. Limitations and recommendations for future research are also presented. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Service Business Springer Journals

Investigation of the relationship between service values and loyalty behaviors under high commitment

Service Business , Volume 7 (1) – Jun 17, 2012

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References (67)

Publisher
Springer Journals
Copyright
Copyright © 2012 by Springer-Verlag
Subject
Economics / Management Science; Business/Management Science, general; Human Resource Management; Management/Business for Professionals
ISSN
1862-8516
eISSN
1862-8508
DOI
10.1007/s11628-012-0148-8
Publisher site
See Article on Publisher Site

Abstract

The aim of this study is to investigate to relationship between service values, commitment, and customer loyalty. Based on self-administrated survey from 440 mobile service users in South Korea, the proposed model was estimated by a hierarchical regression. First, the price and the quality values have a positive effect on repurchase intention under high calculative commitment. Second, price value also has a positive effect on positive word of mouth under high calculative commitment. Finally, and social value has a positive effect on positive word of mouth under high affective commitment. We discuss the implications of these findings for commitment management strategies on the relationship between service values and customer-loyalty link. Limitations and recommendations for future research are also presented.

Journal

Service BusinessSpringer Journals

Published: Jun 17, 2012

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