The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: Does age of relationship matter?

By Peter C. Verhoef, Philip Hans Franses, J. Hoekstra. 2002

854 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/b46ccbb366cda5db1d4080fafcb4104a2fc8a173

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In Organizational Behavior and Human Resource Management

In Social Psychology

In Sociology and Political Science

Citations in the corpus

Exploring consumer‐brand relationship quality and identification (2012, methodology): “Furthermore, the items used to measure the affective social identity (Bagozzi and Lee, 2002; Bagozzi and Dholakia, 2006) have similar wording to the affective commitment scales (Allen and Meyer, 1990; Verhoef et al., 2002).”
The interrelationships between relationship marketing constructs and customer engagement dimensions (2018, positive): “Affective commitment is measured by investigating the extent to which the customer is attached to the service provider, experiences a sense of belonging and wants to remain a customer (Verhoef et al., 2002).”
Joint effects of management responses and online reviews on hotel financial performance: A data-analytics approach (2017, background): “Furthermore, Verhoef et al. (2002) find that trust leads to performance-related outcomes such as the number of referrals.”
Customer Engagement: Exploring Customer Relationships Beyond Purchase (2012, background): “Affective commitment is “the psychological attachment of an exchange partner to the other and is based on feelings of identification, loyalty, and affiliation” (Verhoef, Franses, and Hoekstra 2002, p. 204).”
Professor Brand Advocacy: Do Brand Relationships Matter? (2010, background): “Verhoef, Franses, and Hoekstra (2002) found a positive relationship between customer satisfaction and customer advocacy in the form of customer referrals.”
Effects of Theatrical Elements on Experiential Quality and Loyalty Intentions for Theme Parks (2008, background): “Satisfied customers exhibit not only repurchase behavior but also word-of-mouth communication and public recommendations (Jones & Sasser, 1995), because when customers are satisfied with and loyal to a service provider, they are pleased to recommend the service to other customers, such as friends, f”
Understanding Customer Switching Behavior in a Liberalizing Service Market (2007, background): “In contrast, social determinants consider more social and affective aspects, such as trust (e.g., honesty and benevolence of a supplier) and commitment (e.g., psychological attachment) (e.g., Verhoef 2003; Verhoef, Franses, and Hoekstra 2002).”
The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance (2006, background): “Customer recommendation behaviors have become an increasingly important area of study in marketing (e.g., Anderson 1998, Verhoef et al. 2002).”