Linking Relational Benefits and Customer Loyalty: The Mediating Role of Customer Intimacy

Q3 Business, Management and Accounting

Services Marketing Quarterly Pub Date : 2020-10-01 DOI:10.1080/15332969.2020.1830635

M. K. Shukla, Pinaki Nandan Pattnaik

引用次数: 5

Abstract

Abstract This paper contributes to the debate on the dimensionality of relational benefits by establishing it as second-order reflective construct with three related but distinct dimensions, namely, confidence benefits, social benefits, and special treatment benefits in the B2C services context. This is one of the few empirical studies to investigate the role of intimacy in service relationships, and the first to illustrate its mediating effects on the benefits–loyalty relationship. While existing literature regards service benefits, trust, and commitment as key pillars, our study proposes complementary contributions of intimacy to customer loyalty formation as an asset for managers to explore.

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将关系利益与客户忠诚联系起来：客户亲密关系的中介作用

摘要本文将关系利益维度建立为二阶反射结构，在B2C服务环境中具有三个相关但不同的维度，即信任利益、社会利益和特殊待遇利益，从而为关系利益维度的争论做出了贡献。这是为数不多的调查亲密关系在服务关系中的作用的实证研究之一，也是第一个说明其对利益-忠诚关系的中介作用的研究。虽然现有文献将服务利益、信任和承诺视为关键支柱，但我们的研究提出，亲密关系对客户忠诚度形成的互补贡献是管理者需要探索的资产。

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

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.