|
Sign In to gain access to subscriptions and/or personal tools.
|
The Effect of Relational Constructs on Customer Referrals and Number of Services Purchased from a Multiservice Provider: Does Age of Relationship Matter?
Peter C. Verhoef
Philip Hans Franses
Erasmus University, Rotterdam, The Netherlands
Janny C. Hoekstra
University of Groningen, The Netherlands
The authors examine the effect of relational constructs (e.g., satisfaction, trust, and affective and calculative commitment) on customer referrals and the number of services purchased, as well as the moderating effect of age of the relationship on these relationships. The research reported, based on data obtained from a large sample of customers of an insurance company, combines archival and survey data. The results provide evidence that supports the moderating effect of relationship age on the relationship between satisfaction, affective and calculative commitment, and the number of services purchased.
Journal of the Academy of Marketing Science, Vol. 30, No. 3,
202-216 (2002)
DOI: 10.1177/0092070302303002
 CiteULike  Complore  Connotea  Del.icio.us  Digg  Reddit  Technorati  Twitter What's this?
This article has been cited by other articles:
|
|
|
|
 
Y. Polo and F. J. Sese
How to Make Switching Costly: The Role of Marketing and Relationship Characteristics
Journal of Service Research,
November 1, 2009;
12(2):
119 - 137.
[Abstract]
[PDF]
|
|
|
|
|
|
|
K. N. Lemon and F. v. Wangenheim
The Reinforcing Effects of Loyalty Program Partnerships and Core Service Usage: A Longitudinal Analysis
Journal of Service Research,
May 1, 2009;
11(4):
357 - 370.
[Abstract]
[PDF]
|
|
|
|
|
|
|
T. S. Dagger, P. J. Danaher, and B. J. Gibbs
How Often Versus How Long: The Interplay of Contact Frequency and Relationship Duration in Customer-Reported Service Relationship Strength
Journal of Service Research,
May 1, 2009;
11(4):
371 - 388.
[Abstract]
[PDF]
|
|
|
|
|
|
|
E. Verwaal, H. Commandeur, and W. Verbeke
Value Creation and Value Claiming in Strategic Outsourcing Decisions: A Resource Contingency Perspective
Journal of Management,
March 1, 2009;
35(2):
420 - 444.
[Abstract]
[PDF]
|
|
|
|
|
|
|
M. A. Raimondo, G. "Nino" Miceli, and M. Costabile
How Relationship Age Moderates Loyalty Formation: The Increasing Effect of Relational Equity on Customer Loyalty
Journal of Service Research,
November 1, 2008;
11(2):
142 - 160.
[Abstract]
[PDF]
|
|
|
|
|
|
|
L. C. Harris and E. Ogbonna
The Dynamics Underlying Service Firm--Customer Relationships: Insights From a Study of English Premier League Soccer Fans
Journal of Service Research,
May 1, 2008;
10(4):
382 - 399.
[Abstract]
[PDF]
|
|
|
|
|
|
|
J. E. Wieringa and P. C. Verhoef
Understanding Customer Switching Behavior in a Liberalizing Service Market: An Exploratory Study
Journal of Service Research,
November 1, 2007;
10(2):
174 - 186.
[Abstract]
[PDF]
|
|
|
|
|
|
|
M. A. Jones, K. E. Reynolds, D. L. Mothersbaugh, and S. E. Beatty
The Positive and Negative Effects of Switching Costs on Relational Outcomes
Journal of Service Research,
May 1, 2007;
9(4):
335 - 355.
[Abstract]
[PDF]
|
|
|
|
|
|
|
V. A. Zeithaml, R. N. Bolton, J. Deighton, T. L. Keiningham, K. N. Lemon, and J. A. Petersen
Forward-Looking Focus: Can Firms Have Adaptive Foresight?
Journal of Service Research,
November 1, 2006;
9(2):
168 - 183.
[Abstract]
[PDF]
|
|
|
|
|
|
|
T. J. Brown, T. E. Barry, P. A. Dacin, and R. F. Gunst
Spreading the Word: Investigating Antecedents of Consumers' Positive Word-of-Mouth Intentions and Behaviors in a Retailing Context
Journal of the Academy of Marketing Science,
April 1, 2005;
33(2):
123 - 138.
[Abstract]
[PDF]
|
|
|
|
|
|
|
H. S. Bansal, P. G. Irving, and S. F. Taylor
A Three-Component Model of Customer to Service Providers
Journal of the Academy of Marketing Science,
July 1, 2004;
32(3):
234 - 250.
[Abstract]
[PDF]
|
|
|
|
|
|
|
R. N. Bolton, K. N. Lemon, and P. C. Verhoef
The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research
Journal of the Academy of Marketing Science,
July 1, 2004;
32(3):
271 - 292.
[Abstract]
[PDF]
|
|
|
|
|
|
|
D.-J. Lee, M. J. Sirgy, J. R. Brown, and M. M. Bird
Importers' Benevolence toward their Foreign Export Suppliers
Journal of the Academy of Marketing Science,
January 1, 2004;
32(1):
32 - 48.
[Abstract]
[PDF]
|
|
|
|
|
