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Investigation of the relationship between service values and loyalty behaviors under high commitment

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  • Won-Moo Hur
  • Hyun Kim
  • Hanna Kim

Abstract

The aim of this study is to investigate to relationship between service values, commitment, and customer loyalty. Based on self-administrated survey from 440 mobile service users in South Korea, the proposed model was estimated by a hierarchical regression. First, the price and the quality values have a positive effect on repurchase intention under high calculative commitment. Second, price value also has a positive effect on positive word of mouth under high calculative commitment. Finally, and social value has a positive effect on positive word of mouth under high affective commitment. We discuss the implications of these findings for commitment management strategies on the relationship between service values and customer-loyalty link. Limitations and recommendations for future research are also presented. Copyright Springer-Verlag 2013

Suggested Citation

  • Won-Moo Hur & Hyun Kim & Hanna Kim, 2013. "Investigation of the relationship between service values and loyalty behaviors under high commitment," Service Business, Springer;Pan-Pacific Business Association, vol. 7(1), pages 103-119, March.
    • Handle: RePEc:spr:svcbiz:v:7:y:2013:i:1:p:103-119
    DOI: 10.1007/s11628-012-0148-8
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    Cited by:

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    2. Hsin Hsin Chang & Kit Hong Wong, 2018. "Consumer psychological reactance to coalition loyalty program: price-consciousness as a moderator," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 379-402, June.
    3. Nyadzayo, Munyaradzi W. & Khajehzadeh, Saman, 2016. "The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 262-270.
    4. Jialei Xu, 2022. "Service Trust and Customer Loyalty in China’s Hotel Services: The Causal Role of Commitment," Sustainability, MDPI, vol. 14(13), pages 1-18, July.
    5. Chenini, Abderrahim & Touaiti, Mustapha, 2017. "Building Destination Loyalty Using Tourist Satisfaction and Destination Image: A Holistic Conceptual Framework," MPRA Paper 90639, University Library of Munich, Germany, revised 16 May 2018.
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    9. Hsiao-Ching Lee & Chung-Yu Wang & Ruei-Sia Hong, 2013. "The factors influencing adolescents’ purchase intentions of state-of-the-art cell phones in Taiwan," Service Business, Springer;Pan-Pacific Business Association, vol. 7(4), pages 713-734, December.

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