Relationship Bonds and Customer Loyalty: A Study Across Different Service Contexts

• Tipo: Artigo em Livro de Atas de Conferência Internacional
• Data: 2015

Autores

Mafalda Lima (Autor) FEP; Teresa Fernandes (Autor) FEP

Ata de Conferência Internacional

Título: EXPLORING SERVICES SCIENCE, IESS 2015

Páginas: 326-339

6th International Conferences on Exploring Service Science 1.5 (IESS)

Porto, PORTUGAL, FEB 04-06, 2015

Indexação

ISI Proceedings

ISI Web of Knowledge - 5 Citações

Scopus - 8 Citações

Classificação Científica

FOS: Ciências sociais

Outras Informações

ID Authenticus: P-00A-4J2

DOI: 10.1007/978-3-319-14980-6_26

Abstract (EN): The benefits of customer relationship strategies are well known and somewhat established nowadays. Customer loyalty emerges as the crucial glue in developing a relational approach. However, relational bonds, which relate to customer loyalty, have not yet been fully explored. Also, there is little research that takes into account the effect of service types on customer relationships and bonding. This paper develops a conceptual framework based on previous literature with a complete set of different relational bonds and examines its influence on customer loyalty across search, experience and credence services through a survey-based empirical study, with a sample of 233 consumers. The results provide guidance to managers to differentiate customer relationship strategies according to each specific service context.

Idioma: Inglês

Tipo (Avaliação Docente): Científica

Nº de páginas: 14