...Mia Bothma; Sean David Oosthuizen Purpose This study investigates how human financial advisors can increase repurchase intention through brand experiences, trust and affective commitment, considering the increase of digital disruption from robo-advisors. The study investigates how brand experience...

...Chung-Yu Wang; Li-Wei Wu; Chung-Lun Wei Purpose This study aims to examine how customers derive satisfaction and affective commitment from their participation in financial services, which is conditional on their relationship length. Design/methodology/approach Student interviewers approached...

... credibility, affective commitment and emotions) in the banking sector. Design/methodology/approach For study 1, a total of 506 online panellists of a recognized Canadian research firm were asked to evaluate a local bank advertisement using an online self-reported questionnaire. For study 2, a total of 65...

...) , are widely accepted by commitment scholars (Marcoux et al., 2018 ; Fatima and Di Mascio, 2019 ; Kemp and Poole, 2017). Calculative commitment is based on cost and benefit calculations; affective commitment refers to psychological attachment and normative commitment means moral responsibility...

...Hanen Charni; Isabelle Brun; Line Ricard Purpose The purpose of this paper is to analyse the impact of employee job satisfaction and affective commitment as perceived by customers on customer perceived value, more specifically its benefits dimensions. Design/methodology/approach A total of 652...

... and positively influence affective and continuance commitment. The findings also confirm that relationship age is a positive moderator of the CSR-continuance commitment relationship, but does not influence the CSR-affective commitment relationship. Practical implications Marketers should use CSR activities...

... indicate that trust, social bonds, image and service quality are statistically significant drivers of satisfaction. Of these variables, only service quality has no significant impact on affective commitment. Trust stands out as the variable with the greatest impact on customer emotional responses...

... and following hypotheses have been developed:  H8. Rapport will mediate the relationship between affective commitment of customers and their satisfaction with the bank.  H9. Rapport will mediate the relationship between calculative commitment of customers and their satisfaction...