Investigation of the relationship between service values and loyalty behaviors under high commitment
Won-Moo Hur (wmhur@pknu.ac.kr),
Hyun Kim (kimhk@hycu.ac.kr) and
Hanna Kim (hanna@cnu.ac.kr)
Service Business, 2013, vol. 7, issue 1, 103-119
Abstract:
The aim of this study is to investigate to relationship between service values, commitment, and customer loyalty. Based on self-administrated survey from 440 mobile service users in South Korea, the proposed model was estimated by a hierarchical regression. First, the price and the quality values have a positive effect on repurchase intention under high calculative commitment. Second, price value also has a positive effect on positive word of mouth under high calculative commitment. Finally, and social value has a positive effect on positive word of mouth under high affective commitment. We discuss the implications of these findings for commitment management strategies on the relationship between service values and customer-loyalty link. Limitations and recommendations for future research are also presented. Copyright Springer-Verlag 2013
Keywords: Perceived value; Commitment type; Loyalty behavior; Mobile service (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:spr:svcbiz:v:7:y:2013:i:1:p:103-119
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DOI: 10.1007/s11628-012-0148-8
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