A concept of commitment: alternative views of relational continuity in business service relationships

Louise C. Young · Sara M Denize

128 citations0/0 files storedJournal of Business and Industrial Marketing

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Customer Service Quality and Loyalty Accounting and Organizational Management Outsourcing and Supply Chain Management

Abstract

Explores the role of commitment in maintaining relationship bonds even when the level of satisfaction with specific transactions is low. A strong relationship can exist between these professional service providers and their clients even when participants do not feel positive about their interactions. A study of the factors which influence accountant choice and switching behavior shows a great reluctance by clients to alter the existing client/accountant relationship. Accountants′ clients are often unwilling to explore alternative service options even if dissatisfied. A number of different bases of commitment emerge from analysis of both the factors which might lead to a change in accountant and attitudes towards the current provider.

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References

1985Economic Action and Social Structure: The Problem of Embeddedness 1987Developing Buyer-Seller Relationships 1960Notes on the Concept of Commitment 1992The Use of Pledges to Build and Sustain Commitment in Distribution Channels 1989Determinants of Continuity in Conventional Industrial Channel Dyads 1986Networks: Between markets and hierarchies 1995The Structure of Commitment in Exchange 1980The Development of Buyer‐Seller Relationships in Industrial Markets

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2007Can a good organizational climate compensate for a lack of top management commitment to new product development?2011Multi-dimensional analysis of perceived switching costs 2001Modeling relationship strength across service types in an Eastern culture 2005Business mating: Who chooses and who gets chosen?2007A model of customer retention of dissatisfied business services customers 1998The strategic role of relational bonding in interorganizational collaborations

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