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A two-dimensional model of trust–value–loyalty in service relationships

Joe Choon Yean Chai, Naresh K. Malhotra and Frank Alpert

Journal of Retailing and Consumer Services, 2015, vol. 26, issue C, 23-31

Abstract: The study examines the relationships between consumer trust (cognitive and affective), perceived value (utilitarian and hedonic), and loyalty behavioral intentions (repurchase and advocacy) in a two-dimensional (affect- and rational-based) consumer–service provider model. It provides an alternative theoretical representation of consumer behavior in service relationships and implications for service providers about consumers' loyalty intentions. A mail survey analyzed by SEM supports the model of loyalty as a function of consumers' expressive and instrumental responses resulting from intrinsic and extrinsic perceptions of trust and heuristic and rational-based perceived value. Implications for designing loyalty programs are explored and future research opportunities recommended.

Keywords: Trust; Perceived value; Loyalty behavioral intentions; Service relationships (search for similar items in EconPapers)
Date: 2015
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DOI: 10.1016/j.jretconser.2015.05.005

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