Relationship marketing and consumer switching behavior
Article Abstract:
The influence of different rational bonds on customers' perceptions of utilitarian and hedonic values, as well as on the loyalty among different customer groups in the banking industry is investigated. The results indicate that both financial and structural bonds positively affect customer utilitarian value, whereas the social bond positively influences hedonic value and both utilitarian and hedonic values positively affect customer loyalty.
Publication Name: Journal of Business Research
Subject: Business, general
ISSN: 0148-2963
Year: 2005
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Website quality and customer's behavioral intention: An exploratory study of the role of information
Article Abstract:
The relationship between website quality and customer's behavioral intention across search, experience and credence goods or services are explored. The results of an empirical study in Taiwan suggest that the factors of connectivity, interactivity, playfulness, and learning have positive impacts on customer's behavioral intention for search goods or services.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2005
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A study of the impacts of service quality on relationship quality in search-experience-credence services
Article Abstract:
The effect of three service quality factors like customer-employee interaction, the service environment and the service outcome on relationship quality in search-experience-credence services is examined. The results show that all three service quality factors have an important effect on trust and satisfaction of the relationship quality.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2004
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