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Investigating Industry Context Effects in Consumer-Firm Relationships: Preliminary Results From a Dispositional Approach
Ist Teil von
Journal of the Academy of Marketing Science, 2003-12, Vol.31 (1), p.46-60
Ort / Verlag
New York: Springer Nature B.V
Erscheinungsjahr
2003
Link zum Volltext
Quelle
Business Source Ultimate
Beschreibungen/Notizen
Past studies have attempted to develop a model to capture and explain industry context variability and hypothesize its effects on consumer-firm relationships. Generally, industry effects are ignored, described, or explained post hoc. Using the notion of consumers' dispositions toward a market, a framework is proposed for understanding the influence of industry context on consumer satisfaction, trust, value, and loyalty in relational exchanges. The empirical results of a survey in 2 service industries show that industry contexts matter and yield significant direct and moderating effects on consumer-firm relationships. The study underscores the promise of a dispositional approach for providing insights for the theory and practice of relationship marketing, resolving outstanding questions, and proposing fruitful areas for further examination.