Could customer-to-customer interpersonal relationships prevent customers from following their preferred service employee to a competitor?

Temerak, M.S. (2016) Could customer-to-customer interpersonal relationships prevent customers from following their preferred service employee to a competitor? In: Hennig-Thurau, Thorsten and Hofacker, Charles F., eds. AMA Winter Educators' Conference Proceedings. 2016 Winter Marketing Academic Conference: What Happens in Marketing, Stays Digital: Rethinking Marketing in the Era of Unlimited Data. 27. K-6-K-12. American Marketing Association ISBN 0-87757-361-1. (KAR id:78111)

PDF Author's Accepted Manuscript Language: English
Download this file (PDF/719kB)	Preview
Request a format suitable for use with assistive technology e.g. a screenreader
XML Word Processing Document (DOCX) Author's Accepted Manuscript Language: English Restricted to Repository staff only

Official URL: https://www.ama.org/wp-content/uploads/2019/02/201...

Abstract

The trustworthy of customers’ loyalty intentions towards the service provider has been the concern of many marketing scholars. This paper examines the drivers of three levels of customers' loyalty (i.e. firm loyalty, employee-owned loyalty, customer-to-customer loyalty). Findings showed that social and functional benefits received from a preferred service employee or other close customers have differential effects on the three levels of loyalty.

Item Type:	Conference or workshop item (Proceeding)
Uncontrolled keywords:	employee-owned loyalty, social benefits, functional benefits, c-to-c interactions
Divisions:	Divisions > Kent Business School - Division > Kent Business School (do not use)
Depositing User:	Mohamed Temerak
Date Deposited:	31 Oct 2019 11:34 UTC
Last Modified:	17 Aug 2022 12:22 UTC
Resource URI:	https://kar.kent.ac.uk/id/eprint/78111 (The current URI for this page, for reference purposes)

University of Kent Author Information

Temerak, M.S..

Creator's ORCID:	https://orcid.org/0000-0002-9128-6715
CReDIT Contributor Roles:

Depositors only (login required):

Download Statistics

Total unique views for this document in KAR since July 2020. For more details click on the image.