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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)

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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: 16 Feb 2021 14:09 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/78111 (The current URI for this page, for reference purposes)
Temerak, M.S.: https://orcid.org/0000-0002-9128-6715
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