The Moderating Role of Service Environment on the Customer Share → Customer Commitment Relationship
Document Type
Conference Proceeding
Publication Date
1-1-2001
School
Marketing
Abstract
This research makes three important contributions. First, the study provides evidence that the atmosphere created by varying service environments influences consumer loyalty. Second, these effects are captured by a two-dimensional representation of consumer loyalty - behavioral and attitudinal. Third, the type of service environment, lean versus elaborate, significantly alters the process by which true consumer commitment is created.
Publication Title
New Meanings for Marketing in a New Millennium: Proceedings of the 2001 Academy off Marketing Science
First Page
266
Last Page
271
Recommended Citation
Babin, B. J.,
Boles, J. S.,
Griffin, M.
(2001). The Moderating Role of Service Environment on the Customer Share → Customer Commitment Relationship. New Meanings for Marketing in a New Millennium: Proceedings of the 2001 Academy off Marketing Science, 266-271.
Available at: https://aquila.usm.edu/fac_pubs/21392
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