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Effects Of Customer Value And Service Quality On Customer Loyalty: Mediation Role Of Trust And Commitment In Business-To-Business Context

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  • Azam HAGHKHAH

    (Faculty of Management, Universiti Teknologi Malaysia, Johor Bahru, Malaysia)

  • S. Mostafa RASOOLIMANESH

    (Faculty of Social Sciences and Leisure Management, Taylor’s University, Subang Jaya, Malaysia)

  • Ali A. ASGARI

    (Faculty of Management, Universiti Teknologi Malaysia, Johor Bahru, Malaysia)

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.

Suggested Citation

  • Azam HAGHKHAH & S. Mostafa RASOOLIMANESH & Ali A. ASGARI, 2020. "Effects Of Customer Value And Service Quality On Customer Loyalty: Mediation Role Of Trust And Commitment In Business-To-Business Context," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 12(1), pages 27-47, March.
    • Handle: RePEc:rom:mrpase:v:12:y:2020:i:1:p:27-47
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    References listed on IDEAS

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    1. Rauyruen, Papassapa & Miller, Kenneth E., 2007. "Relationship quality as a predictor of B2B customer loyalty," Journal of Business Research, Elsevier, vol. 60(1), pages 21-31, January.
    2. Woo, Ka-shing & Ennew, Christine T., 2005. "Measuring business-to-business professional service quality and its consequences," Journal of Business Research, Elsevier, vol. 58(9), pages 1178-1185, September.
    3. Javad Abedini & Nicolas Péridy, 2009. "The Emergence of Iran in the World Car Industry: An Estimation of its Export Potential," The World Economy, Wiley Blackwell, vol. 32(5), pages 790-818, May.
    4. Andreas Eggert & Wolfgang Ulaga & Franzizka Schultz, 2006. "Value creation in the relationship life cycle: A quasi-longitudinal analysis," Post-Print hal-00482487, HAL.
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    Cited by:

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