The Role of Uncertainty Avoidance and Situational Abnormality in the Satisfaction-Trust-Loyalty Link

Q2 Business, Management and Accounting

Journal of Relationship Marketing Pub Date : 2019-08-13 DOI:10.1080/15332667.2019.1648939

Mark Ojeme, Erdem Kırkbeşoğlu, B. Doğan

引用次数: 3

Abstract

Abstract The relational link between satisfaction-trust-loyalty is rather complex and dynamic. This article examines the effect of situational abnormality (SA) and uncertainty avoidance (UA) variables as moderators to trust and loyalty outcomes in the Turkish automobile industry. The research proposes a theoretical model with SA and UA interaction effects on the proposed relational loyalty link. The result reveals that SA mitigated strongly relational outcomes when compared to the rival model, which had stronger and positive customer loyalty intention. The finding suggests that SA led to a negative customer's loyalty disposition towards their insurance service provider in Turkey. The research concludes with the view that relationship condition matters and has the effect of weakening customer loyalty relationships with service providers.

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不确定性回避和情境异常在满意-信任-忠诚关系中的作用

满意-信任-忠诚之间的关系是一个复杂而动态的关系。本文考察了情境异常(SA)和不确定性规避(UA)变量对土耳其汽车行业信任和忠诚结果的调节作用。本研究提出了一个理论模型，其中SA和UA的交互作用影响了所提出的关系忠诚联系。结果表明，与具有更强的积极客户忠诚意愿的竞争模型相比，SA缓解了强关系结果。研究结果表明，SA导致土耳其客户对其保险服务提供商的忠诚度倾向为负。研究的结论是，关系条件很重要，并且会削弱顾客与服务提供者之间的忠诚关系。

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.