Analyzing the commitment-loyalty link in service contexts

Article Abstract:

This study addressed the ill-understood issue of how loyalty develops in service patrons. Although many theorists hold commitment to be an essential part of this process, the link between commitment and loyalty has received little empirical attention. To address this void, the study first portrayed commitment's root tendency to resist changing preference as a function of three antecedent processes. Second, this portrayal formed the basis for developing a psychometrically sound scale to measure the construct of commitment. Third, the scale was then used in a mediating effects model (M-E-M) to test the commitment-loyalty link. Path analyses found this parsimonious structure to be a significant improvement over rival direct effects models (D-E-Ms). Results found the tendency to resist changing preference to be a key precursor to loyalty, largely explained by a patron's willingness to identify with a brand. Implications of these findings for loyalty's development and research are explored. (Reprinted by permission of the publisher.)

Consumer behavior, Loyalty, Commitment (Psychology)

---

The effects of the service environment on affect and consumer perception of waiting time: an integrative review and research propositions

Article Abstract:

The management of buyers' perceptions of waiting time by service businesses may be critical to customer satisfaction. Although reducing actual waiting time is important, what managers view as a short time to wait may feel too long to customers. Relevant literature from architecture, environmental psychology, psychology, physiology, operations management, sociology, and marketing is integrated to build a conceptual model of how the service environment may influence affect and, in turn, waiting time perception. BAsed on this model, propositions about how specific service environment elements (e.g., lighting, color, temperature) may influence affect and time perception are presented. Finally, a research agenda and implications for service facility design are proposed. (Reprinted by permission of the publisher.)

Service Industries, Time perception, Services industry, Customer satisfaction

---

The role of affect in attitude formation: a classical conditioning approach

Article Abstract:

This study investigates the role of affect in attitude formation. Two experiments, using established conditioning procedures, assessed the impact of affect on attitude formation. The results of Experiment 1 indicate that affect can influence attitudes even in the absence of product beliefs. The results of Experiment 2 suggest that affect plays as important or more important a role than the belief mechanism in attitude formation, depending on the number of repetitions. Implications of the results for understanding the role of affect in advertising are discussed. (Reprinted by permission of the publisher.)

Attitudes, Attitude (Psychology), Classical conditioning, Conditioning (Psychology)

Similar abstracts:

• Abstracts: Now, ERM counts. An experimental investigation of accounting information's influence on the individual giving process
• Abstracts: On bizarreness in the entertainment industry. The managerial implications of the learning organization: a new tool for internal marketing
• Abstracts: Video based lifting technique coding system. Use of NIOSH equation inputs to calculate lumbosacral compression forces
• Abstracts: Right first time in service: a checklist of best practice and the link to performance. Determining advertising budgets for service enterprises
• Abstracts: Classifying services from a consumer perspective. Services quality and satisfaction: the process of people doing things together

This website is not affiliated with document authors or copyright owners. This page is provided for informational purposes only. Unintentional errors are possible.