Delight and Commitment—Revisiting the Satisfaction-Loyalty Link

Q2 Business, Management and Accounting

Journal of Relationship Marketing Pub Date : 2021-02-08 DOI:10.1080/15332667.2020.1855068

D. Petzer, M. Roberts-Lombard

引用次数: 11

Abstract

Abstract The study investigates the role of customer delight and calculative commitment in mediating the satisfaction-loyalty link. It also investigates the role of perceived employee skills in strengthening the link between satisfaction, calculative commitment, and customer delight. Data were collected from retail banking customers who consider themselves overall satisfied with their bank. The study establishes the importance of generating customer delight and fostering affective commitment to strengthen the satisfaction-loyalty link and signposts the influence of the perceived skills (information sharing and expertise) of bank employees on the relationships between satisfaction, affective commitment, and customer delight in retail banking.

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快乐和承诺——重新审视满意度和忠诚度的关系

摘要本研究探讨顾客满意和计算性承诺在顾客满意-忠诚关系中的中介作用。它还研究了感知员工技能在加强满意度、计算承诺和客户满意度之间的联系方面的作用。数据是从认为自己对银行总体满意的零售银行客户中收集的。本研究确立了产生客户满意度和培养情感承诺对加强满意度-忠诚度联系的重要性，并指出了银行员工感知技能(信息共享和专业知识)对零售银行满意度、情感承诺和客户满意度之间关系的影响。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Relationship Marketing Business, Management and Accounting-Marketing

CiteScore

10.20

自引率

0.00%

发文量

期刊介绍： The Journal of Relationship Marketing is a quarterly journal that publishes peer-reviewed (double-blind) conceptual and empirical papers of original works that make serious contributions to the understanding and advancement of relationship and marketing theory, research, and practice. This academic journal is interdisciplinary and international in nature. Topics of interest (not limited to): Evolution and life cycle of RM; theoretical and methodological issues in RM; types of RM, networks and strategic alliances; internal communication, quality, trust, commitment, satisfaction, loyalty, and dissolution in RM; applications of RM in different disciplines and industries; international perspectives in RM; RM strategies in services economy, higher education, and e-commerce; RM, technology, and the Web; profitability and RM; case studies and best practices in RM. If you are interested in becoming an ad-hoc reviewer, please e-mail a brief statement indicating your area of expertise and interest along with a copy of your CV.