IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v23y2003i3p103-124.html
   My bibliography  Save this article

Relational Bonds and Customer's Trust and Commitment - A Study on the Moderating Effects of Web Site Usage

Author

Listed:
  • Neng-Pai Lin
  • James Weng
  • Yi-Ching Hsieh

Abstract

Several relationship marketing theories have suggested that businesses could build long-term customer relationships. The purpose of this study is to develop relational bonding strategies for a financial service business and examine the relationship between the various relational bonds and customer trust and commitment under the moderating effects of corporate website usage. The findings of this study are threefold. First, the relational bonds that foster customer trust and commitment can be categorised empirically into three types: economic, social and structural bonds. Second, all of these bonds are significantly positively correlated with the customers' trust and commitment. Finally, customer use of a corporate website significantly moderates the relationship between the relational bonds and customer relational performance.

Suggested Citation

  • Neng-Pai Lin & James Weng & Yi-Ching Hsieh, 2003. "Relational Bonds and Customer's Trust and Commitment - A Study on the Moderating Effects of Web Site Usage," The Service Industries Journal, Taylor & Francis Journals, vol. 23(3), pages 103-124.
    • Handle: RePEc:taf:servic:v:23:y:2003:i:3:p:103-124
    DOI: 10.1080/714005111
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/714005111
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/714005111?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Zhai, Mengfan & Chen, Yuan, 2023. "How do relational bonds affect user engagement in e-commerce livestreaming? The mediating role of trust," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    2. Chiu, Hung-Chang & Hsieh, Yi-Ching & Li, Yu-Chuan & Lee, Monle, 2005. "Relationship marketing and consumer switching behavior," Journal of Business Research, Elsevier, vol. 58(12), pages 1681-1689, December.
    3. Din Jong & Yafen Tseng & Tzongsong Wang, 2022. "Accessing the Influence of User Relationship Bonds on Continuance Intention in Livestream E-Commerce," Sustainability, MDPI, vol. 14(10), pages 1-19, May.
    4. Dimyati Mohamad & Subagio N. Ari, 2018. "Customer trust as mediator in the creation of customer relationship intention," Management & Marketing, Sciendo, vol. 13(1), pages 710-729, March.
    5. Chen Pang & Jie Zhou & Xiaofen Ji, 2022. "The Effects of Chinese Consumers’ Brand Green Stereotypes on Purchasing Intention toward Upcycled Clothing," Sustainability, MDPI, vol. 14(24), pages 1-18, December.
    6. Ebhote Oseremen, 2021. "Long-Term Relationship Building and Customer Switching Behaviour in the Mobile Telecommunication Industry in Nigeria," Romanian Economic Journal, Department of International Business and Economics from the Academy of Economic Studies Bucharest, vol. 24(80), pages 24-42, June.
    7. Chiou‐Fong Wei & Chang‐Tang Chiang & Tun‐Chih Kou & Bruce C Y Lee, 2017. "Toward Sustainable Livelihoods: Investigating the Drivers of Purchase Behavior for Green Products," Business Strategy and the Environment, Wiley Blackwell, vol. 26(5), pages 626-639, July.
    8. Yi, Ho-Taek & Yeo, ChanKoo & Amenuvor, Fortune Edem & Boateng, Henry, 2021. "Examining the relationship between customer bonding, customer participation, and customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    9. Shwu-Ing Wu & Ting-Ru Lin, 2014. "The Influence of Relational Bonds and Innovative Marketing on Consumer Perception ¨C A Study of Theme Parks," Journal of Management and Strategy, Journal of Management and Strategy, Sciedu Press, vol. 5(4), pages 54-67, November.
    10. Hasan Zahid & Badariah Haji Din, 2019. "Determinants of Intention to Adopt E-Government Services in Pakistan: An Imperative for Sustainable Development," Resources, MDPI, vol. 8(3), pages 1-25, July.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:23:y:2003:i:3:p:103-124. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.