EFFECTS OF CUSTOMER VALUE AND SERVICE QUALITY ON CUSTOMER LOYALTY: MEDIATION ROLE OF TRUST AND COMMITMENT IN BUSINESS-TO-BUSINESS CONTEXT
EFFECTS OF CUSTOMER VALUE AND SERVICE QUALITY ON CUSTOMER LOYALTY: MEDIATION ROLE OF TRUST AND COMMITMENT IN BUSINESS-TO-BUSINESS CONTEXT
Author(s): Azam HAGHKHAH, S. Mostafa RASOOLIMANESH, Ali A. AsgariSubject(s): Business Economy / Management, Marketing / Advertising, Tourism
Published by: Academia de Studii Economice - Centrul de Cercetare in Administratie si Servicii Publice (CCASP)
Keywords: Customer loyalty; service quality; customer value; commitment; trust; business to business;
Summary/Abstract: This study aims to investigate the effects of customer value, service quality, trust and commitment on customer loyalty in the context of business-to-business. Moreover, this study examines the mediating role of commitment and trust between service quality, customer value and customer loyalty. This study is informed by a sample of 350 managers and employees working for two Iranian automotive industries. The results reveal a significant effect for service quality, customer value, commitment and trust on customer loyalty. In addition, the findings confirm a mediating role for commitment and trust between service quality, customer value and customer loyalty. This study makes a significant theoretical contribution to the B2B literature by examining the effects service quality and customer value on customer loyalty in a single model, and by exploring the meditating role of commitment and trust between these constructs. Moreover, the findings of this study have a number of practical implications.
Journal: Management Research and Practice
- Issue Year: 12/2020
- Issue No: 1
- Page Range: 27-47
- Page Count: 21
- Language: English