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Clients' Satisfaction with Monopolistic Services and Commitment to the Organization: A University Context

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  • James L. Thomas
  • Brent J. Cunningham

Abstract

This study investigates the relationship between monopolistic service providers and customer satisfaction and commitment. The authors investigated how the ethical perceptions of service consumers, their perceptions of service quality, and satisfaction effect commitment to the long-term relationship with monopolistic service providers. Results indicate significant relationships between the constructs, supporting previous study findings and logical thought. Results, managerial implications and research implications are included.

Suggested Citation

  • James L. Thomas & Brent J. Cunningham, 2009. "Clients' Satisfaction with Monopolistic Services and Commitment to the Organization: A University Context," Journal of Marketing for Higher Education, Taylor & Francis Journals, vol. 19(2), pages 179-190, December.
    • Handle: RePEc:taf:jmkthe:v:19:y:2009:i:2:p:179-190
    DOI: 10.1080/08841240903463410
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    References listed on IDEAS

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    1. Oliver, Richard L & Swan, John E, 1989. "Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 16(3), pages 372-383, December.
    2. Ferber, Robert, 1977. "Research by Convenience," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 4(1), pages 57-58, June.
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