Please use this identifier to cite or link to this item:
http://hdl.handle.net/10397/5999
Title: | Strengthening customer loyalty through intimacy and passion : roles of customer–firm affection and customer–staff relationships in services | Authors: | Yim, CKB Tse, DK Chan, KW |
Issue Date: | Dec-2008 | Source: | Journal of marketing research, Dec. 2008, v. 45, no. 6, p. 741-756 | Abstract: | This study extends the existing satisfaction–trust–loyalty paradigm to investigate how customers' affectionate ties with firms (customer–firm affection)—in particular, the components of intimacy and passion—affect customer loyalty in services. In a bilevel model, the authors consider customer–staff and customer–firm interactions in parallel. Through a netnography study and survey research in two service contexts, they confirm (1) the salience of intimacy and passion as two underrecognized components of customer–firm affection that influence customer loyalty, (2) the complementary and mediating role of customer–firm affection in strengthening customer loyalty, (3) significant affect transfers from the customer–staff to the customer–firm level, and (4) the dilemma that emerges when customer–staff relationships are too close. The findings provide several implications for researchers and managers regarding how intimacy and passion can enrich customer service interactions and how to manage customer–staff relationships properly. | Keywords: | Customer–firm affection Intimacy Passion Customer loyalty Affect transfers |
Publisher: | American Marketing Association | Journal: | Journal of marketing research | ISSN: | 0022-2437 | EISSN: | 1547-7193 | DOI: | 10.1509/jmkr.45.6.741 | Rights: | ©2008, American Marketing Association The following article "Yim, C. K., Tse, D. K., & Chan, K. W. (2008). Strengthening customer loyalty through intimacy and passion: roles of customer-firm affection and customer-staff relationships in services. Journal of Marketing Research, 45(6), 741-756." is available at http://dx.doi.org/10.1509/jmkr.45.6.741 |
Appears in Collections: | Journal/Magazine Article |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
Yim_Tse_Chan_2008_JMR.pdf | Pre-published version | 1.17 MB | Adobe PDF | View/Open |
Page views
450
Last Week
1
1
Last month
Citations as of Sep 22, 2024
Downloads
4,476
Citations as of Sep 22, 2024
SCOPUSTM
Citations
421
Last Week
3
3
Last month
4
4
Citations as of Sep 26, 2024
WEB OF SCIENCETM
Citations
353
Last Week
1
1
Last month
1
1
Citations as of Sep 26, 2024
Google ScholarTM
Check
Altmetric
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.