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- Publisher Website: 10.1509/jmkr.45.6.741
- Scopus: eid_2-s2.0-58149260194
- WOS: WOS:000261527000012
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Article: Strengthening customer loyalty through intimacy and passion: Roles of customer-firm affection and customer-staff relationships in services
Title | Strengthening customer loyalty through intimacy and passion: Roles of customer-firm affection and customer-staff relationships in services |
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Authors | |
Keywords | Affect Transfers Customer Loyalty Customer-Firm Affection Intimacy Passion |
Issue Date | 2008 |
Publisher | American Marketing Association. The Journal's web site is located at http://www.marketingpower.com/AboutAMA/Pages/AMA%20Publications/AMA%20Journals/Journal%20of%20Marketing%20Research/JournalofMarketingResearch.aspx |
Citation | Journal Of Marketing Research, 2008, v. 45 n. 6, p. 741-756 How to Cite? |
Abstract | This study extends the existing satisfaction-trust-loyalty paradigm to investigate how customers' affectionate ties with firms (customer-firm affection)-in particular, the components of intimacy and passion-affect customer loyalty in services. In a bilevel model, the authors consider customer-staff and customer-firm interactions in parallel. Through a netnography study and survey research in two service contexts, they confirm (1) the salience of intimacy and passion as two underrecognized components of customer-firm affection that influence customer loyalty, (2) the complementary and mediating role of customer-firm affection in strengthening customer loyalty, (3) significant affect transfers from the customer-staff to the customer-firm level, and (4) the dilemma that emerges when customer-staff relationships are too close. The findings provide several implications for researchers and managers regarding how intimacy and passion can enrich customer service interactions and how to manage customer-staff relationships properly. © 2008, American Marketing Association. |
Persistent Identifier | http://hdl.handle.net/10722/178023 |
ISSN | 2023 Impact Factor: 5.1 2023 SCImago Journal Rankings: 5.984 |
ISI Accession Number ID | |
References |
DC Field | Value | Language |
---|---|---|
dc.contributor.author | Yim, CK | en_US |
dc.contributor.author | Tse, DK | en_US |
dc.contributor.author | Chan, KW | en_US |
dc.date.accessioned | 2012-12-19T09:41:19Z | - |
dc.date.available | 2012-12-19T09:41:19Z | - |
dc.date.issued | 2008 | en_US |
dc.identifier.citation | Journal Of Marketing Research, 2008, v. 45 n. 6, p. 741-756 | en_US |
dc.identifier.issn | 0022-2437 | en_US |
dc.identifier.uri | http://hdl.handle.net/10722/178023 | - |
dc.description.abstract | This study extends the existing satisfaction-trust-loyalty paradigm to investigate how customers' affectionate ties with firms (customer-firm affection)-in particular, the components of intimacy and passion-affect customer loyalty in services. In a bilevel model, the authors consider customer-staff and customer-firm interactions in parallel. Through a netnography study and survey research in two service contexts, they confirm (1) the salience of intimacy and passion as two underrecognized components of customer-firm affection that influence customer loyalty, (2) the complementary and mediating role of customer-firm affection in strengthening customer loyalty, (3) significant affect transfers from the customer-staff to the customer-firm level, and (4) the dilemma that emerges when customer-staff relationships are too close. The findings provide several implications for researchers and managers regarding how intimacy and passion can enrich customer service interactions and how to manage customer-staff relationships properly. © 2008, American Marketing Association. | en_US |
dc.language | eng | en_US |
dc.publisher | American Marketing Association. The Journal's web site is located at http://www.marketingpower.com/AboutAMA/Pages/AMA%20Publications/AMA%20Journals/Journal%20of%20Marketing%20Research/JournalofMarketingResearch.aspx | en_US |
dc.relation.ispartof | Journal of Marketing Research | en_US |
dc.subject | Affect Transfers | en_US |
dc.subject | Customer Loyalty | en_US |
dc.subject | Customer-Firm Affection | en_US |
dc.subject | Intimacy | en_US |
dc.subject | Passion | en_US |
dc.title | Strengthening customer loyalty through intimacy and passion: Roles of customer-firm affection and customer-staff relationships in services | en_US |
dc.type | Article | en_US |
dc.identifier.email | Yim, CK: yimbck@hkucc.hku.hk | en_US |
dc.identifier.email | Tse, DK: davidtse@hku.hk | en_US |
dc.identifier.authority | Yim, CK=rp01122 | en_US |
dc.identifier.authority | Tse, DK=rp01100 | en_US |
dc.description.nature | link_to_subscribed_fulltext | en_US |
dc.identifier.doi | 10.1509/jmkr.45.6.741 | en_US |
dc.identifier.scopus | eid_2-s2.0-58149260194 | en_US |
dc.identifier.hkuros | 144777 | - |
dc.relation.references | http://www.scopus.com/mlt/select.url?eid=2-s2.0-58149260194&selection=ref&src=s&origin=recordpage | en_US |
dc.identifier.volume | 45 | en_US |
dc.identifier.issue | 6 | en_US |
dc.identifier.spage | 741 | en_US |
dc.identifier.epage | 756 | en_US |
dc.identifier.isi | WOS:000261527000012 | - |
dc.publisher.place | United States | en_US |
dc.identifier.scopusauthorid | Yim, CK=15770531500 | en_US |
dc.identifier.scopusauthorid | Tse, DK=7101916504 | en_US |
dc.identifier.scopusauthorid | Chan, KW=15768882400 | en_US |
dc.identifier.issnl | 0022-2437 | - |