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Article: Strengthening customer loyalty through intimacy and passion: Roles of customer-firm affection and customer-staff relationships in services

TitleStrengthening customer loyalty through intimacy and passion: Roles of customer-firm affection and customer-staff relationships in services
Authors
KeywordsAffect Transfers
Customer Loyalty
Customer-Firm Affection
Intimacy
Passion
Issue Date2008
PublisherAmerican 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?
AbstractThis 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 Identifierhttp://hdl.handle.net/10722/178023
ISSN
2015 Impact Factor: 3.109
2015 SCImago Journal Rankings: 5.764
ISI Accession Number ID
References

 

DC FieldValueLanguage
dc.contributor.authorYim, CKen_US
dc.contributor.authorTse, DKen_US
dc.contributor.authorChan, KWen_US
dc.date.accessioned2012-12-19T09:41:19Z-
dc.date.available2012-12-19T09:41:19Z-
dc.date.issued2008en_US
dc.identifier.citationJournal Of Marketing Research, 2008, v. 45 n. 6, p. 741-756en_US
dc.identifier.issn0022-2437en_US
dc.identifier.urihttp://hdl.handle.net/10722/178023-
dc.description.abstractThis 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.languageengen_US
dc.publisherAmerican 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.aspxen_US
dc.relation.ispartofJournal of Marketing Researchen_US
dc.subjectAffect Transfersen_US
dc.subjectCustomer Loyaltyen_US
dc.subjectCustomer-Firm Affectionen_US
dc.subjectIntimacyen_US
dc.subjectPassionen_US
dc.titleStrengthening customer loyalty through intimacy and passion: Roles of customer-firm affection and customer-staff relationships in servicesen_US
dc.typeArticleen_US
dc.identifier.emailYim, CK: yimbck@hkucc.hku.hken_US
dc.identifier.emailTse, DK: davidtse@hku.hken_US
dc.identifier.authorityYim, CK=rp01122en_US
dc.identifier.authorityTse, DK=rp01100en_US
dc.description.naturelink_to_subscribed_fulltexten_US
dc.identifier.doi10.1509/jmkr.45.6.741en_US
dc.identifier.scopuseid_2-s2.0-58149260194en_US
dc.identifier.hkuros144777-
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-58149260194&selection=ref&src=s&origin=recordpageen_US
dc.identifier.volume45en_US
dc.identifier.issue6en_US
dc.identifier.spage741en_US
dc.identifier.epage756en_US
dc.identifier.isiWOS:000261527000012-
dc.publisher.placeUnited Statesen_US
dc.identifier.scopusauthoridYim, CK=15770531500en_US
dc.identifier.scopusauthoridTse, DK=7101916504en_US
dc.identifier.scopusauthoridChan, KW=15768882400en_US

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