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

[img]
Preview
 Text (Gounaris-JBR-2005-Trust-and-commitment-influences-on-customer-retention)
Gounaris_JBR_2005_Trust_and_commitment_influences_on_customer_retention.pdf
Accepted Author Manuscript
License: Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 logo
Download (843kB)| Preview

    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.

    Author(s):Gounaris, Spiros ORCID logoORCID: https://orcid.org/0000-0002-1328-8512
    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
    Depositing user: Pure Administrator
    Date deposited:03 Sep 2012 15:37
    Last modified:24 Jan 2020 06:20
    Related URLs:
    URI:https://strathprints.strath.ac.uk/id/eprint/41019
    Export data:
    CORE (COnnecting REpositories)