Direct and Indirect Effects of Commitment to a Service Employee on the Intention to Stay

Håvard Hansen · Kåre Sandvik · Fred Selnes

146 citations0/0 files storedJournal of Service Research

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Job Satisfaction and Organizational Behavior Service and Product Innovation

Abstract

The article presents a model for understanding the role of customers' commitment to service employees and their intention to stay with the firm. The model consists of two kinds of commitment—calculative and affective—to both the service employee and the service firm. The model is tested with a sample of bank customers. The findings support the direct effect of commitment to service employees on commitment to the service firm and the indirect effect on intention to stay.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 146 citations exist upstream.

References

1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives 1988Structural equation modeling in practice: A review and recommended two-step approach.1973The Strength of Weak Ties 1992Alternative Ways of Assessing Model Fit 1988On the Evaluation of Structural Equation Models 1994The Commitment-Trust Theory of Relationship Marketing 1990The measurement and antecedents of affective, continuance and normative commitment to the organization 1987Developing Buyer-Seller Relationships

Cited by

2006Customer loyalty to one service worker: Should it be discouraged?2012Building bank brands: How leadership behavior influences employee commitment 2008Commitment to a friend, a service provider, or a service company—are they distinctions worth making?2010Service customer commitment and response 2014How commitment to fellow customers affects the customer-firm relationship and customer citizenship behavior

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.