Strathprints logo
Strathprints Home | Open Access | Browse | Search | User area | Copyright | Help | Library Home | SUPrimo

Trust and commitment influences on customer retention : insights from business-to-business services

Gounaris, Spiros (2005) Trust and commitment influences on customer retention : insights from business-to-business services. Journal of Business Research, 58 (2). pp. 126-140. ISSN 0148-2963

Full text not available in this repository. (Request a copy from the Strathclyde author)

Abstract

Despite the importance of trust and commitment in relationship marketing, the scholarly inquiry on the issue is rather impeded in several ways. Furthermore, when it comes to the marketing of services and specifically for business-to-business (B2B) markets, the empirical documentation is even slimmer despite the fact that services are increasingly becoming a vital component of the product that the customers buy even when it comes to tangible goods such as computers or cars. In view of this gap, the present empirical study attempts an investigation of two specific antecedents of trust and consequently of commitment: the perceived quality of the service and the customer bonding techniques used by the supplier. In doing so, the causality of the relationships between the various constructs is also examined.

Item type: Article
ID code: 41019
Keywords: industrial services quality, relationship marketing, behavioral intentions, commitment, trust, bonding, customer retention, b2b services, business to business services, Marketing. Distribution of products, Marketing
Subjects: Social Sciences > Commerce > Marketing. Distribution of products
Department: Strathclyde Business School > Marketing
Related URLs:
Depositing user: Pure Administrator
Date Deposited: 03 Sep 2012 16:37
Last modified: 05 Sep 2014 17:32
URI: http://strathprints.strath.ac.uk/id/eprint/41019

Actions (login required)

View Item