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

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References

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1995An Integrated Model of Buyer-Seller Relationships

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2,083 cited

1983Classifying Services to Gain Strategic Marketing Insights1,994 cited

Cited by

2006Customer loyalty to one service worker: Should it be discouraged?140 cited
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2013Internal marketing, internal branding, and organisational outcomes: The moderating role of perceived goal congruence103 cited
2010Walk Your Talk: An Experimental Investigation of the Relationship Between Word of Mouth and Communicators’ Loyalty96 cited
2020Value-in-use and service quality: do customers see a difference?92 cited
2008The Impact of Employee Behaviour on Customers' Service Quality Perceptions and Overall Satisfaction92 cited
2016The mediating effects of customers’ intimacy perceptions on the trust-commitment relationship84 cited
2012Positive and Negative Affectivity as Mediators of Volunteerism and Service‐Oriented Citizenship Behavior and Customer Loyalty60 cited
2011A multidimensional typology of customer relationships: from faltering to affective58 cited
2011Modeling service friendship and customer compliance in high‐contact service relationships57 cited
2011Adding clicks to bricks: A study of the consequences on customer loyalty in a service context55 cited
2013The moderating effects of need for cognition on drivers of customer loyalty54 cited
2016Customer Responses to Switching Costs: A Meta-Analytic Investigation of the Moderating Influence of Culture54 cited