{"title":"The Role of Uncertainty Avoidance and Situational Abnormality in the Satisfaction-Trust-Loyalty Link","authors":"Mark Ojeme, Erdem Kırkbeşoğlu, B. Doğan","doi":"10.1080/15332667.2019.1648939","DOIUrl":null,"url":null,"abstract":"Abstract The relational link between satisfaction-trust-loyalty is rather complex and dynamic. This article examines the effect of situational abnormality (SA) and uncertainty avoidance (UA) variables as moderators to trust and loyalty outcomes in the Turkish automobile industry. The research proposes a theoretical model with SA and UA interaction effects on the proposed relational loyalty link. The result reveals that SA mitigated strongly relational outcomes when compared to the rival model, which had stronger and positive customer loyalty intention. The finding suggests that SA led to a negative customer's loyalty disposition towards their insurance service provider in Turkey. The research concludes with the view that relationship condition matters and has the effect of weakening customer loyalty relationships with service providers.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2019-08-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2019.1648939","citationCount":"3","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Relationship Marketing","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/15332667.2019.1648939","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"Business, Management and Accounting","Score":null,"Total":0}
引用次数: 3
Abstract
Abstract The relational link between satisfaction-trust-loyalty is rather complex and dynamic. This article examines the effect of situational abnormality (SA) and uncertainty avoidance (UA) variables as moderators to trust and loyalty outcomes in the Turkish automobile industry. The research proposes a theoretical model with SA and UA interaction effects on the proposed relational loyalty link. The result reveals that SA mitigated strongly relational outcomes when compared to the rival model, which had stronger and positive customer loyalty intention. The finding suggests that SA led to a negative customer's loyalty disposition towards their insurance service provider in Turkey. The research concludes with the view that relationship condition matters and has the effect of weakening customer loyalty relationships with service providers.
期刊介绍：
The Journal of Relationship Marketing is a quarterly journal that publishes peer-reviewed (double-blind) conceptual and empirical papers of original works that make serious contributions to the understanding and advancement of relationship and marketing theory, research, and practice. This academic journal is interdisciplinary and international in nature. Topics of interest (not limited to): Evolution and life cycle of RM; theoretical and methodological issues in RM; types of RM, networks and strategic alliances; internal communication, quality, trust, commitment, satisfaction, loyalty, and dissolution in RM; applications of RM in different disciplines and industries; international perspectives in RM; RM strategies in services economy, higher education, and e-commerce; RM, technology, and the Web; profitability and RM; case studies and best practices in RM. If you are interested in becoming an ad-hoc reviewer, please e-mail a brief statement indicating your area of expertise and interest along with a copy of your CV.
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