Connection, trust, and commitment: dimensions of co-creation?
The purpose of this research is to identify a key driver of relationship closeness for service organizations. Based upon the co-creation concept from Service-Dominant Logic, connection is proposed as a new construct rooted in emotional attachment that bolsters the effect of trust and commitment on f...
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| Veröffentlicht in: | Journal of strategic marketing 2011-02, Vol.19 (1), p.3-24 |
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| container_title | Journal of strategic marketing |
| container_volume | 19 |
| creator | Randall, Wesley S. Gravier, Michael J. Prybutok, Victor R. |
| description | The purpose of this research is to identify a key driver of relationship closeness for service organizations. Based upon the co-creation concept from Service-Dominant Logic, connection is proposed as a new construct rooted in emotional attachment that bolsters the effect of trust and commitment on future intention among customers of a service-intense organization. Causal models are verified with a large empirical sample drawn from an organization in the process of dealing with the increasing sense of depersonalization that has afflicted growing organizations in a variety of industries. The paper distinguishes an important dimension of customer relationships that can be affected by service managers in order to enhance customer loyalty and satisfaction. |
| doi_str_mv | 10.1080/0965254X.2010.537760 |
| format | Article |
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| fulltext | fulltext |
| identifier | ISSN: 0965-254X |
| ispartof | Journal of strategic marketing, 2011-02, Vol.19 (1), p.3-24 |
| issn | 0965-254X 1466-4488 |
| language | eng |
| recordid | cdi_crossref_primary_10_1080_0965254X_2010_537760 |
| source | Business Source Complete |
| subjects | Brand loyalty Commitments Consumer behavior Customer relations customer relationship management customer satisfaction Customer services relationship management satisfaction Service industries service quality services management Studies Trust |
| title | Connection, trust, and commitment: dimensions of co-creation? |
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