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Trust and commitment influences on customer retention: insights from business-to-business services

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  1. M. Ballings & D. Van Den Poel & E. Verhagen, 2013. "Evaluating the Added Value of Pictorial Data for Customer Churn Prediction," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 13/869, Ghent University, Faculty of Economics and Business Administration.
  2. Leire San-Jose & Ana Beraza & Jose Luis Retolaza, 2019. "Understanding Cash Sharing: A Sustainability Model," IJFS, MDPI, vol. 7(1), pages 1-20, March.
  3. Fregidou-Malama, Maria & Hyder, Akmal S., 2015. "Impact of culture on marketing of health services – Elekta in Brazil," International Business Review, Elsevier, vol. 24(3), pages 530-540.
  4. Liu Shanshan, 2023. "Enhancing Service Innovation Performance through Customer Involvement: The Mediating Role of Knowledge Sharing and Organisational Learning in Financial Service Companies in Guangdong," International Journal of Science and Business, IJSAB International, vol. 24(1), pages 111-126.
  5. Fullerton, Gordon, 2011. "Creating advocates: The roles of satisfaction, trust and commitment," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 92-100.
  6. Chao, Shih-Liang & Yu, Ming-Miin & Wei, Sin-Yi, 2024. "Ascertaining the impact of e-service quality on e-loyalty for the e-commerce platform of liner shipping companies," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 184(C).
  7. Khan, Muhammad Asif & Pattnaik, Debidutta & Ashraf, Rohail & Ali, Imtiaz & Kumar, Satish & Donthu, Naveen, 2021. "Value of special issues in the journal of business research: A bibliometric analysis," Journal of Business Research, Elsevier, vol. 125(C), pages 295-313.
  8. Magnus Olsén Hammarfjord & Tommy Roxenhall, 2017. "The Relationships Between Network Commitment, Antecedents, And Innovation In Strategic Innovation Networks," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 21(04), pages 1-36, May.
  9. Daniel Côté & Adil Belhouari, 2009. "Loyauté Et Performance: Une Analyse Empirique Dans Un Réseau Coopératif Bancaire," Annals of Public and Cooperative Economics, Wiley Blackwell, vol. 80(2), pages 315-344, June.
  10. Torsten Bornemann & Martin Klarmann & Martin Moosbrugger, 2020. "Verhaltenswissenschaftliche Forschung zum organisationalen Einkaufsverhalten: Überblick über die Marketingliteratur [Behavioral B2B Buying Research—An Overview of the Marketing Literature]," Schmalenbach Journal of Business Research, Springer, vol. 72(4), pages 447-478, December.
  11. Rasha Abdel Aziz El Naggar & Noha Bendary, 2020. "Branding Services in Mature Markets: Evidence from Egypt," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 11(1), pages 1-52, March.
  12. Thorpe, Jodie, 2018. "Procedural Justice in Value Chains Through Public–private Partnerships," World Development, Elsevier, vol. 103(C), pages 162-175.
  13. Heribert Gierl & Sandra Praxmarer, 2007. "Die Wirkung der Positionierung eines Zulieferunternehmens auf das Vertrauen des Kunden," Metrika: International Journal for Theoretical and Applied Statistics, Springer, vol. 18(2), pages 187-206, August.
  14. Chao-Chin Huang & Chung-Yuan Tsay & Shih-Chieh Fang & Shyh-Ming Huang, 2023. "A Contingency Model in Establishing Brand Loyalty: Relationship Age as a Moderator," Corporate Reputation Review, Palgrave Macmillan, vol. 26(1), pages 19-32, February.
  15. Hsin-Hsien Liu & Jung-Hua Chang, 2017. "Relationship type, perceived trust, and ambiguity aversion," Marketing Letters, Springer, vol. 28(2), pages 255-266, June.
  16. Munwar Hussain Pahi & Kamal Ab. Hamid & Nighat Moin, 2017. "Review Paper on the Commitment to Service Quality and Relationship with other Constructs," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(11), pages 765-775, November.
  17. Tóth, Zsófia & Thiesbrummel, Christoph & Henneberg, Stephan C. & Naudé, Peter, 2015. "Understanding configurations of relational attractiveness of the customer firm using fuzzy set QCA," Journal of Business Research, Elsevier, vol. 68(3), pages 723-734.
  18. Wang, Cheng Lu & Shi, Yizheng & Barnes, Bradley R., 2015. "The role of satisfaction, trust and contractual obligation on long-term orientation," Journal of Business Research, Elsevier, vol. 68(3), pages 473-479.
  19. Smith, Delmonize A. & Lohrke, Franz T., 2008. "Entrepreneurial network development: Trusting in the process," Journal of Business Research, Elsevier, vol. 61(4), pages 315-322, April.
  20. Yan Dong & Yuliang Yao & Kefeng Xu, 2008. "Designing Supply Chain Backorder Contracts for Customer Retention," Working Papers 0038, College of Business, University of Texas at San Antonio.
  21. Giridhari Mohanta, 2024. "Small Savings Scheme of the Post Office and Savings Habit of People: The Role of Financial Consultant," Business Perspectives and Research, , vol. 12(1), pages 65-82, January.
  22. Bikram Jit Singh Mann & Sunpreet Kaur Sahni, 2011. "Inter-Relationship of Web Site Interactivity and Customer Outcomes," Global Business Review, International Management Institute, vol. 12(1), pages 99-115, February.
  23. Jung, Hyo Sun & Seo, Kyung Hwa & Lee, Soo Bum & Yoon, Hye Hyun, 2018. "Corporate association as antecedents of consumer behaviors: The dynamics of trust within and between industries," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 30-38.
  24. Rutherford, Brian, 2012. "Building buyer commitment to the salesperson," Journal of Business Research, Elsevier, vol. 65(7), pages 960-967.
  25. Faiza Manzoor & Longbao Wei & Tamás Bányai & Mohammad Nurunnabi & Qazi Abdul Subhan, 2019. "An Examination of Sustainable HRM Practices on Job Performance: An Application of Training as a Moderator," Sustainability, MDPI, vol. 11(8), pages 1-19, April.
  26. Sander Triest & Maurice Bun & Erik Raaij & Maarten Vernooij, 2009. "The impact of customer-specific marketing expenses on customer retention and customer profitability," Marketing Letters, Springer, vol. 20(2), pages 125-138, June.
  27. Sergio Da Silva & Barbara Espirito Santo & Felipe Sigrist & Raul Matsushita, 2022. "Reciprocity vs. Commitment in Bank Marketing Strategies," International Journal of Business, Economics and Management, Conscientia Beam, vol. 9(3), pages 84-92.
  28. Najafi-Tavani, Saeed & Zaefarian, Ghasem & Robson, Matthew J. & Naudé, Peter & Abbasi, Faramarz, 2022. "When customer involvement hinders/promotes product innovation performance: The concurrent effect of relationship quality and role ambiguity," Journal of Business Research, Elsevier, vol. 145(C), pages 130-143.
  29. Ýrem Eren-Erdoðmuþ & A. Müge Yalçýn & Aichurek Bopieva, 2012. "Revisiting Relationship Marketing in Emerging Markets: The Case of Turkish Exportes," Bogazici Journal, Review of Social, Economic and Administrative Studies, Bogazici University, Department of Economics, vol. 26(1), pages 81-101.
  30. 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.
  31. Mallika Srivastava & Shubhanshu Naik & Anupam Narula, 2018. "Global Scenario of Self Medication: A Review of Literature," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 9(1), pages 108-114, January.
  32. Pourya Pourhejazy, 2020. "Destruction Decisions for Managing Excess Inventory in E-Commerce Logistics," Sustainability, MDPI, vol. 12(20), pages 1-12, October.
  33. Wu, Jyh-Jeng & Chen, Ying-Hueih & Chung, Yu-Shuo, 2010. "Trust factors influencing virtual community members: A study of transaction communities," Journal of Business Research, Elsevier, vol. 63(9-10), pages 1025-1032, September.
  34. Pesämaa, Ossi & Hair Jr, Joseph F & Haahti, Antti, 2008. "Inter-organizational commitment in tourism networks in U.S," CISEG Working Papers Series 2, Jönköping International Business School, Centre for Innovation Systems, Entrepreneurship and Growth.
  35. Evanschitzky, Heiner & Malhotra, Neeru & Wangenheim, Florian v. & Lemon, Katherine N., 2017. "Antecedents of peripheral services cross-buying behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 218-224.
  36. Yan Dong & Yuliang Yao & Tony Haitao Cui, 2011. "When Acquisition Spoils Retention: Direct Selling vs. Delegation Under CRM," Management Science, INFORMS, vol. 57(7), pages 1288-1299, July.
  37. Carlos Ferro-Soto & Carmen Padín & Carmen Otero-Neira & Göran Svensson, 2024. "Modeling Partners’ Behavior in Long-Lasting B2B Supply Chain Relationships," Mathematics, MDPI, vol. 12(3), pages 1-17, January.
  38. Pankaj Tiwari, 2022. "Bank affection and customer retention: an empirical investigation of customer trust, satisfaction, loyalty," SN Business & Economics, Springer, vol. 2(6), pages 1-27, June.
  39. Shin, Jae Ik & Chung, Ki Han & Oh, Jae Sin & Lee, Chang Won, 2013. "The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea," International Journal of Information Management, Elsevier, vol. 33(3), pages 453-463.
  40. Pesämaa, Ossi & Örtqvist, Daniel & Hair Jr, Josph F, 2007. "It’s all about Trust and Loyalty: Partner Selection Mechanisms in Tourism Networks," MPRA Paper 8428, University Library of Munich, Germany, revised 2007.
  41. Fiona Kigen & Marike Venter de Villiers, 2024. "Decoding the Symphony of Satisfaction, Commitment and Trust as Predictors of Customer Loyalty in Demarketing Situations," International Review of Management and Marketing, Econjournals, vol. 14(5), pages 235-249, September.
  42. Vijayasarathy, Leo R., 2010. "Supply integration: An investigation of its multi-dimensionality and relational antecedents," International Journal of Production Economics, Elsevier, vol. 124(2), pages 489-505, April.
  43. Andreu, Luisa & Aldás, Joaquín & Bigné, J. Enrique & Mattila, Anna S., 2010. "An analysis of e-business adoption and its impact on relational quality in travel agency–supplier relationships," Tourism Management, Elsevier, vol. 31(6), pages 777-787.
  44. Verhagen, T., 2008. "Investigating the impact of C2C electronic marketplace quality on trust," Serie Research Memoranda 0008, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
  45. Hong-Youl Ha, 2020. "Exploring the Effects of Trust and Its Outcomes in B2B Relationship Stages: A Longitudinal Study," Sustainability, MDPI, vol. 12(23), pages 1-14, November.
  46. Radia, Karan Nilesh & Purohit, Sonal & Desai, Shachi & Nenavani, Jitendra, 2022. "Psychological comfort in service relationships: A mixed-method approach," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  47. Isidor, Rodrigo & Schwens, Christian & Hornung, Frank & Kabst, Ruediger, 2015. "The impact of structural and attitudinal antecedents on the instability of international joint ventures: The mediating role of asymmetrical changes in commitment," International Business Review, Elsevier, vol. 24(2), pages 298-310.
  48. Alteren, Gro & Tudoran, Ana Alina, 2016. "Enhancing export performance: Betting on customer orientation, behavioral commitment, and communication," International Business Review, Elsevier, vol. 25(1), pages 370-381.
  49. Mark Ojeme & Andrew Robson & Nigel Coates, 2016. "Nigerian SMEs: Commitment and loyalty to their banks," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 21(4), pages 325-339, December.
  50. Fatima, Johra Kayeser & Di Mascio, Rita, 2018. "Reversing the dependency-trust relationship in B2C services," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 1-10.
  51. Padgett, Daniel & Hopkins, Christopher D. & Williams, Zac, 2020. "Buyer dependence in B2B relationships: The role of supplier investments, commitment form, and trust," Journal of Business Research, Elsevier, vol. 119(C), pages 13-24.
  52. Rosa Dayanna & Rua Orlando Lima, 2020. "Relationship Marketing and Intangible Resources: The Mediating Effect of Loyalty," Review of Marketing Science, De Gruyter, vol. 18(1), pages 117-143, September.
  53. Simona-Mihaela TRIF, 2012. "Antecedents and consequences of relationship quality. A case study of banking sector in Romania," Timisoara Journal of Economics, West University of Timisoara, Romania, Faculty of Economics and Business Administration, vol. 5(18), pages 253-271.
  54. Kurt, Yusuf & Yamin, Mo & Sinkovics, Noemi & Sinkovics, Rudolf R., 2016. "Spirituality as an antecedent of trust and network commitment: The case of Anatolian Tigers," European Management Journal, Elsevier, vol. 34(6), pages 686-700.
  55. Arjan Kirkels & Vince Evers & Gerrit Muller, 2021. "Systems Engineering for the Energy Transition: Potential Contributions and Limitations," Sustainability, MDPI, vol. 13(10), pages 1-13, May.
  56. Christine Pichler & Daniela Fürtner & Franziska Hesser & Peter Schwarzbauer & Lea Maria Ranacher, 2022. "The Role of the Social Licence to Operate in the Emerging Bioeconomy—A Case Study of Short-Rotation Coppice Poplar in Slovakia," Land, MDPI, vol. 11(9), pages 1-19, September.
  57. Dwivedi, Abhishek & Johnson, Lester W., 2013. "Trust–commitment as a mediator of the celebrity endorser–brand equity relationship in a service context," Australasian marketing journal, Elsevier, vol. 21(1), pages 36-42.
  58. Thokozani Patmond Mbhele, 2014. "Antecedents of Quality Information Sharing in the FMCG Industry," Journal of Economics and Behavioral Studies, AMH International, vol. 6(12), pages 986-1003.
  59. Joanna Paliszkiewicz, 2012. "Managers’ Orientation on Trust and Organizational Performance," Jindal Journal of Business Research, , vol. 1(2), pages 153-161, December.
  60. Andrew Robson & Mark Ojeme & Nigel Coates, 2016. "The SMEs’ perspective of trust in a B2B relationship," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 21(2), pages 103-112, June.
  61. Oliveira, Luis & Johanson, Martin, 2021. "Trust and firm internationalization: Dark-side effects on internationalization speed and how to alleviate them," Journal of Business Research, Elsevier, vol. 133(C), pages 1-12.
  62. Khoa T. Tran & Phuong V. Nguyen, 2020. "Corporate Social Responsibility: Findings from the Vietnamese Paint Industry," Sustainability, MDPI, vol. 12(3), pages 1-20, February.
  63. Gustafson, Brandon M. & Pomirleanu, Nadia & John Mariadoss, Babu & Johnson, Jean L., 2021. "The social buyer: A framework for the dynamic role of social media in organizational buying," Journal of Business Research, Elsevier, vol. 125(C), pages 806-814.
  64. Hae-Ryong Kim & Moonkyu Lee & Hyoung-Tark Lee & Na-Min Kim, 2010. "Corporate Social Responsibility and Employee–Company Identification," Journal of Business Ethics, Springer, vol. 95(4), pages 557-569, September.
  65. Oznur OZKAN-TEKTAS, 2014. "The Effects of Opportunism and Trust on Buyer-Supplier Relationship: Do Commitment Types Matter?," International Journal of Business and Social Research, MIR Center for Socio-Economic Research, vol. 4(9), pages 14-26, September.
  66. Angelos Pantouvakis & Stelios Krasanakis & Christos Patsiouras, 2017. "An investigation of the opportunistic relationships among shipping companies and ship-brokers," SPOUDAI Journal of Economics and Business, SPOUDAI Journal of Economics and Business, University of Piraeus, vol. 67(1), pages 71-80, January-M.
  67. repec:dau:papers:123456789/2568 is not listed on IDEAS
  68. Yang Yuan & Fujun Lai & Zhaofang Chu, 2019. "Continuous usage intention of Internet banking: a commitment-trust model," Information Systems and e-Business Management, Springer, vol. 17(1), pages 1-25, March.
  69. Yanamandram, Venkata & White, Lesley, 2010. "An empirical analysis of the retention of dissatisfied business services customers using structural equation modelling," Australasian marketing journal, Elsevier, vol. 18(4), pages 222-232.
  70. Ishfaq Ahmed & Waqas Farooq & Tariq Iqbal Khan, 2021. "Customers’ Perceptions and their Responses to Objectives of Islamic Banks – A Three-Wave Investigation," Asian Economic and Financial Review, Asian Economic and Social Society, vol. 11(1), pages 43-56, January.
  71. Laurent CARPENTIER & Aurély LAO, 2021. "Exploratory Qualitative Study of Inter-Organizational Commitment in a Specific B to B Context," Journal of Emerging Trends in Marketing and Management, The Bucharest University of Economic Studies, vol. 1(1), pages 212-221, August.
  72. Daekil Kim & Byoungsoo Kim, 2018. "An Integrative View of Emotion and the Dedication-Constraint Model in the Case of Coffee Chain Retailers," Sustainability, MDPI, vol. 10(11), pages 1-20, November.
  73. Mohamed Ali Barakat Ali, 2020. "Factors Affecting Customers Loyalty to Mobile Services Companies’ Brands," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 12(2), pages 1-85, July.
  74. Gounaris, Spiros & Almoraish, Ahmed, 2024. "A dynamic, relational approach to B2B customer experience: A customer-centric perspective from a longitudinal investigation," Journal of Business Research, Elsevier, vol. 177(C).
  75. P.S. Raychaudhuri & Rahela Farooqi, 2013. "A Study on the Effects of Dimensions of Service Quality on Customer Satisfaction in the Indian IT Hardware Industry with Special Emphasis on Medium Size B2B Sector," Global Business Review, International Management Institute, vol. 14(3), pages 507-527, September.
  76. Yu, Weiping & Han, Xiaoyun & Ding, Lei & He, Mingli, 2021. "Organic food corporate image and customer co-developing behavior: The mediating role of consumer trust and purchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
  77. Huang, Yimin & Wilkinson, Ian F., 2014. "A case study of the development of trust in a business relation: Implications for a dynamic theory of trust," jbm - Journal of Business Market Management, Free University Berlin, Marketing Department, vol. 7(1), pages 254-279.
  78. Katsuhiko Shimizu, 2008. "New Strategy Implementation and Learning: Importance of Consensus," Working Papers 0034, College of Business, University of Texas at San Antonio.
  79. Pesämaa, Ossi, 2007. "Development of relationships in interorganizational networks: studies in the tourism and construction industries," MPRA Paper 8478, University Library of Munich, Germany.
  80. 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.
  81. Dhar, Rajib Lochan, 2015. "Service quality and the training of employees: The mediating role of organizational commitment," Tourism Management, Elsevier, vol. 46(C), pages 419-430.
  82. Barbara Cater, 2007. "Trust and Commitment in Professional Service Marketing Relationships in Business-to-Business Markets," Managing Global Transitions, University of Primorska, Faculty of Management Koper, vol. 5(4), pages 371-390.
  83. M. Birasnav & Rakesh Mittal & Avadhesh Dalpati, 2019. "Integrating Theories of Strategic Leadership, Social Exchange, and Structural Capital in the Context of Buyer–Supplier Relationship: An Empirical Study," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 20(3), pages 219-236, September.
  84. Faroque, Anisur R. & Morrish, Sussie C. & Kuivalainen, Olli & Sundqvist, Sanna & Torkkeli, Lasse, 2021. "Microfoundations of network exploration and exploitation capabilities in international opportunity recognition," International Business Review, Elsevier, vol. 30(1).
  85. Lei–Yu Wu & Chun–Ju Wang & Cheng–Ping Chen & Lee–Yun Pan, 2008. "Internal Resources, External Network, and Competitiveness during the Growth Stage: A Study of Taiwanese High–Tech Ventures1," Entrepreneurship Theory and Practice, , vol. 32(3), pages 529-549, May.
  86. Oznur OZKAN-TEKTAS, 2014. "The Effects of Opportunism and Trust on Buyer-Supplier Relationship: Do Commitment Types Matter?," International Journal of Business and Social Research, LAR Center Press, vol. 4(9), pages 14-26, September.
  87. Figueira-de-Lemos, Francisco & Johanson, Jan & Vahlne, Jan-Erik, 2011. "Risk management in the internationalization process of the firm: A note on the Uppsala model," Journal of World Business, Elsevier, vol. 46(2), pages 143-153, April.
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