Trust and commitment influences on customer retention: Insights from business-to-business services
Article Abstract:
Two specific factors of trust and consequently of commitment, such as the quality of service as it is perceived by the client, and the customer bonding techniques used by the supplier, are examined in business-to-business services. The analysis suggests that the trust and commitment are the two important factors that cause the corporate clients to uphold a relationship with their supplier and that trust precedes the development of commitment.
Publication Name: Journal of Business Research
Subject: Business, general
ISSN: 0148-2963
Year: 2005
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Strengthening outcomes of retailer-consumer relationships: The dual impact of relationship marketing tactics and consumer personality
Article Abstract:
A study is conducted to examine the effects of consumer relationship proneness, as a personality trait, on relationship outcomes. With the help of face-to-face interviews with 246 visitors of a German shopping mall, the study adds to the relationship marketing literature with reference to customer retention orientation and consumer relationship proneness.
Publication Name: Journal of Business Research
Subject: Business, general
ISSN: 0148-2963
Year: 2003
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Using customer relationships to acquire technological innovation: a value-chain analysis of supplier contracts with scientific research institutions
Article Abstract:
A value-chain analysis is used to investigate how industrial suppliers gain benefits resulting from technological innovation. The results indicate that marketing and technology development activities were positive where suppliers entered the contract with preexisting strategic goals linked to their core competencies.
Publication Name: Journal of Business Research
Subject: Business, general
ISSN: 0148-2963
Year: 2003
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