کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
1028849 1483498 2015 9 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
A two-dimensional model of trust–value–loyalty in service relationships
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری بازاریابی و مدیریت بازار
پیش نمایش صفحه اول مقاله
A two-dimensional model of trust–value–loyalty in service relationships
چکیده انگلیسی


• New two-dimensional model of the interrelationships of trust, value, and loyalty.
• This two-dimensional model is more sophisticated and better supported by the data.
• Cognitive effects were stronger than affective effects.
• Build cognitive trust and deliver utilitarian value to increase repurchase intentions.
• Affective trust is also important, though less so.

The study examines the relationships between consumer trust (cognitive and affective), perceived value (utilitarian and hedonic), and loyalty behavioral intentions (repurchase and advocacy) in a two-dimensional (affect- and rational-based) consumer–service provider model. It provides an alternative theoretical representation of consumer behavior in service relationships and implications for service providers about consumers' loyalty intentions. A mail survey analyzed by SEM supports the model of loyalty as a function of consumers' expressive and instrumental responses resulting from intrinsic and extrinsic perceptions of trust and heuristic and rational-based perceived value. Implications for designing loyalty programs are explored and future research opportunities recommended.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Journal of Retailing and Consumer Services - Volume 26, September 2015, Pages 23–31
نویسندگان
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