Transference: the Effect of Relationship History on Consumers' Relationships with Other Firms

Trust with a focal service firm before a service failure and recovery, and commitment afterwards, are affected by previous serious service failures with other firms, a result not previously mentioned in the relationship literature. Customers can generalize their lack of trust, and this affects commi...

Ausführliche Beschreibung

Gespeichert in:

Bibliographische Detailangaben
Hauptverfasser:	Bunker, Matthew P, Ball, Dwayne
Format:	Tagungsbericht
Sprache:	eng
Schlagworte:	Consumer relations Statistical analysis Studies
Online-Zugang:	Volltext
Tags:	Tag hinzufügen Keine Tags, Fügen Sie den ersten Tag hinzu!

container_end_page
container_issue
container_start_page	507
container_title
container_volume	32
creator	Bunker, Matthew P Ball, Dwayne
description	Trust with a focal service firm before a service failure and recovery, and commitment afterwards, are affected by previous serious service failures with other firms, a result not previously mentioned in the relationship literature. Customers can generalize their lack of trust, and this affects commitment. The results of a scenario-based experiment are discussed here, and explanations are providing using the social-cognitive concept of transference. [PUBLICATION ABSTRACT]
format	Conference Proceeding
fullrecord	<record><control><sourceid>proquest</sourceid><recordid>TN_cdi_proquest_journals_195847706</recordid><sourceformat>XML</sourceformat><sourcesystem>PC</sourcesystem><sourcerecordid>907343641</sourcerecordid><originalsourceid>FETCH-proquest_journals_1958477063</originalsourceid><addsrcrecordid>eNqNjLsKwkAQRbdQMD7-YbCxEjaap20wpBMkrYQQZsmGZDfObBD_3hQ2dlYXzjnchfCkTJNjegqTlVgzd1L6cRBFnniUVBtWSGgavIBrEa5KYePAKrhjXzttDbd6hEKzs_QGayCb0TQg8eEnYXhp18JtPiHINQ28FUtV94y7727EPr-WWXEcyT4nZFd1diIzq8pPwySIYxmd_4o-IOxC_w</addsrcrecordid><sourcetype>Aggregation Database</sourcetype><iscdi>true</iscdi><recordtype>conference_proceeding</recordtype><pqid>195847706</pqid></control><display><type>conference_proceeding</type><title>Transference: the Effect of Relationship History on Consumers' Relationships with Other Firms</title><source>Business Source Complete</source><creator>Bunker, Matthew P ; Ball, Dwayne</creator><creatorcontrib>Bunker, Matthew P ; Ball, Dwayne</creatorcontrib><description>Trust with a focal service firm before a service failure and recovery, and commitment afterwards, are affected by previous serious service failures with other firms, a result not previously mentioned in the relationship literature. Customers can generalize their lack of trust, and this affects commitment. The results of a scenario-based experiment are discussed here, and explanations are providing using the social-cognitive concept of transference. [PUBLICATION ABSTRACT]</description><identifier>ISSN: 0098-9258</identifier><language>eng</language><publisher>Urbana: Association for Consumer Research</publisher><subject>Consumer relations ; Statistical analysis ; Studies</subject><ispartof>Advances in consumer research, 2004, Vol.32, p.507</ispartof><rights>Copyright Association for Consumer Research 2004</rights><lds50>peer_reviewed</lds50><woscitedreferencessubscribed>false</woscitedreferencessubscribed></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><link.rule.ids>309,310,780,784,789,790,23929,23930,25139</link.rule.ids></links><search><creatorcontrib>Bunker, Matthew P</creatorcontrib><creatorcontrib>Ball, Dwayne</creatorcontrib><title>Transference: the Effect of Relationship History on Consumers' Relationships with Other Firms</title><title>Advances in consumer research</title><description>Trust with a focal service firm before a service failure and recovery, and commitment afterwards, are affected by previous serious service failures with other firms, a result not previously mentioned in the relationship literature. Customers can generalize their lack of trust, and this affects commitment. The results of a scenario-based experiment are discussed here, and explanations are providing using the social-cognitive concept of transference. [PUBLICATION ABSTRACT]</description><subject>Consumer relations</subject><subject>Statistical analysis</subject><subject>Studies</subject><issn>0098-9258</issn><fulltext>true</fulltext><rsrctype>conference_proceeding</rsrctype><creationdate>2004</creationdate><recordtype>conference_proceeding</recordtype><sourceid/><recordid>eNqNjLsKwkAQRbdQMD7-YbCxEjaap20wpBMkrYQQZsmGZDfObBD_3hQ2dlYXzjnchfCkTJNjegqTlVgzd1L6cRBFnniUVBtWSGgavIBrEa5KYePAKrhjXzttDbd6hEKzs_QGayCb0TQg8eEnYXhp18JtPiHINQ28FUtV94y7727EPr-WWXEcyT4nZFd1diIzq8pPwySIYxmd_4o-IOxC_w</recordid><startdate>20040101</startdate><enddate>20040101</enddate><creator>Bunker, Matthew P</creator><creator>Ball, Dwayne</creator><general>Association for Consumer Research</general><scope/></search><sort><creationdate>20040101</creationdate><title>Transference: the Effect of Relationship History on Consumers' Relationships with Other Firms</title><author>Bunker, Matthew P ; Ball, Dwayne</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-proquest_journals_1958477063</frbrgroupid><rsrctype>conference_proceedings</rsrctype><prefilter>conference_proceedings</prefilter><language>eng</language><creationdate>2004</creationdate><topic>Consumer relations</topic><topic>Statistical analysis</topic><topic>Studies</topic><toplevel>peer_reviewed</toplevel><toplevel>online_resources</toplevel><creatorcontrib>Bunker, Matthew P</creatorcontrib><creatorcontrib>Ball, Dwayne</creatorcontrib></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Bunker, Matthew P</au><au>Ball, Dwayne</au><format>book</format><genre>proceeding</genre><ristype>CONF</ristype><atitle>Transference: the Effect of Relationship History on Consumers' Relationships with Other Firms</atitle><btitle>Advances in consumer research</btitle><date>2004-01-01</date><risdate>2004</risdate><volume>32</volume><spage>507</spage><pages>507-</pages><issn>0098-9258</issn><abstract>Trust with a focal service firm before a service failure and recovery, and commitment afterwards, are affected by previous serious service failures with other firms, a result not previously mentioned in the relationship literature. Customers can generalize their lack of trust, and this affects commitment. The results of a scenario-based experiment are discussed here, and explanations are providing using the social-cognitive concept of transference. [PUBLICATION ABSTRACT]</abstract><cop>Urbana</cop><pub>Association for Consumer Research</pub></addata></record>
fulltext	fulltext
identifier	ISSN: 0098-9258
ispartof	Advances in consumer research, 2004, Vol.32, p.507
issn	0098-9258
language	eng
recordid	cdi_proquest_journals_195847706
source	Business Source Complete
subjects	Consumer relations Statistical analysis Studies
title	Transference: the Effect of Relationship History on Consumers' Relationships with Other Firms
url	https://sfx.bib-bvb.de/sfx_tum?ctx_ver=Z39.88-2004&ctx_enc=info:ofi/enc:UTF-8&ctx_tim=2025-01-12T20%3A20%3A52IST&url_ver=Z39.88-2004&url_ctx_fmt=infofi/fmt:kev:mtx:ctx&rfr_id=info:sid/primo.exlibrisgroup.com:primo3-Article-proquest&rft_val_fmt=info:ofi/fmt:kev:mtx:book&rft.genre=proceeding&rft.atitle=Transference:%20the%20Effect%20of%20Relationship%20History%20on%20Consumers'%20Relationships%20with%20Other%20Firms&rft.btitle=Advances%20in%20consumer%20research&rft.au=Bunker,%20Matthew%20P&rft.date=2004-01-01&rft.volume=32&rft.spage=507&rft.pages=507-&rft.issn=0098-9258&rft_id=info:doi/&rft_dat=%3Cproquest%3E907343641%3C/proquest%3E%3Curl%3E%3C/url%3E&disable_directlink=true&sfx.directlink=off&sfx.report_link=0&rft_id=info:oai/&rft_pqid=195847706&rft_id=info:pmid/&rfr_iscdi=true