{"title":"Linking Relational Benefits and Customer Loyalty: The Mediating Role of Customer Intimacy","authors":"M. K. Shukla, Pinaki Nandan Pattnaik","doi":"10.1080/15332969.2020.1830635","DOIUrl":null,"url":null,"abstract":"Abstract This paper contributes to the debate on the dimensionality of relational benefits by establishing it as second-order reflective construct with three related but distinct dimensions, namely, confidence benefits, social benefits, and special treatment benefits in the B2C services context. This is one of the few empirical studies to investigate the role of intimacy in service relationships, and the first to illustrate its mediating effects on the benefits–loyalty relationship. While existing literature regards service benefits, trust, and commitment as key pillars, our study proposes complementary contributions of intimacy to customer loyalty formation as an asset for managers to explore.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"322 - 343"},"PeriodicalIF":0.0000,"publicationDate":"2020-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2020.1830635","citationCount":"5","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Services Marketing Quarterly","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/15332969.2020.1830635","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Business, Management and Accounting","Score":null,"Total":0}
引用次数: 5
Abstract
Abstract This paper contributes to the debate on the dimensionality of relational benefits by establishing it as second-order reflective construct with three related but distinct dimensions, namely, confidence benefits, social benefits, and special treatment benefits in the B2C services context. This is one of the few empirical studies to investigate the role of intimacy in service relationships, and the first to illustrate its mediating effects on the benefits–loyalty relationship. While existing literature regards service benefits, trust, and commitment as key pillars, our study proposes complementary contributions of intimacy to customer loyalty formation as an asset for managers to explore.
Services Marketing QuarterlyBusiness, Management and Accounting-Business, Management and Accounting (miscellaneous)
CiteScore
2.40
自引率
0.00%
发文量
6
期刊介绍：
Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.
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