...Swathi Ravichandran; Christian Nedu Osakwe; Islam Mahmoud Yousef Elgammal; Ghazanfar Ali Abbasi; Jun-Hwa Cheah Purpose This paper aims to utilize an extended involvement-commitment and trust commitment model to examine post-consumption decisions related to food delivery app use. Design...

..., commitment and continued usage as a consequence of consumer hope. Three levels of perceived consumer value, digital quality, price value and social value, positively influenced consumer hope, which has positively influenced trust, commitment and continuance usage. Using moderated mediation analysis...

...Sigi Goode This paper finds that relationship commitment mediates the service continuance explanation in explaining service separation distress. While service features are important, they are less important than the consumer’s perceived relationship with the service in promoting perceived...

..., on their customers’ service brand evaluations in terms of their satisfaction, trust and commitment toward the brand. This study uses a field-survey of 303 regular customers of beauty salons and hairdressers in Auckland, New Zealand. All the constructs were measured using adapted versions of well-established...

...Elodie Jouny-Rivier; Javier Reynoso; Bo Edvardsson Purpose This paper aims to identify and analyze factors that determine firms’ commitment to co-create new services with business customers. Design/methodology/approach A quantitative study based on a scenario method, involving an online survey...

...; and finally, to examine whether commitment mediates the influence of relational benefits on customer loyalty in this context. To accomplish these goals, we first conducted a focus group interview to understand the benefits customers experience in their peer-to-peer relationship. Thereafter, we conducted...

... examines the effect of relationship communication on customers’ internal states such as trust, image and intimacy, which shape their commitment towards the firm. Table I Relationship marketing literature on communication Author(s) Communication– Conceptualization Context Method Key...

... and relationship marketing antecedents (social benefits) and outcomes (commitment) to better understand what retailers can do to encourage customer feedback through relationships with frontline employees. Design/methodology/approach – This study employs a cross-sectional, single retailer approach surveying...

... of purchase) to credence goods (difficult to evaluate). The analysis is based on semi-structured interviews with 20 customers. Findings – The results identify when consumers place an emphasis on specific relational behaviors in evaluating the product use experience. Specifically, trust, commitment...

...Susanne Curth; Sebastian Uhrich; Martin Benkenstein Purpose – The purpose of this paper is to analyze how affective commitment to fellow customers influences a customer's affective commitment to the service provider and customer citizenship behavior (CCB). In addition, the paper seeks to examine...

...-customers' e-satisfaction, e-loyalty, and e-commitment with an e-retailer, all of which exert different effects on three dimensions of e-customer citizenship behavior. Practical implications – The results of this study offer e-retailers a way to stay ahead of their competitors by focusing on online...

...Tracey S. Dagger; Meredith E. David; Sandy Ng Purpose This paper seeks to examine the central role that commitment plays in driving customer loyalty and to identify the effect that confidence, social and special treatment benefits as well as relationship investment, communication and management...

... mainly on the advantages of RM for companies, while less attention has been paid to relationships from the customer’s point of view. We suggest that relationships may be described as ranging from spurious to true, depending on customer‐perceived relationship benefits, trust and commitment. A qualitative...