期刊
JOURNAL OF RETAILING AND CONSUMER SERVICES
卷 31, 期 -, 页码 143-156出版社
ELSEVIER SCI LTD
DOI: 10.1016/j.jretconser.2016.01.005
关键词
Gratitude; Obligation; Relationship marketing; Loyalty; Purchase intentions
类别
This paper examines the role of gratitude and obligation in customer relationships. We surveyed 398 customers exiting grocery and clothing stores in Ahmedabad and Jaipur cities in India, after they had finished shopping. We analysed their responses using structural equation modelling (SEM). We found that social and structural investments by sellers created gratitude among customers, resulting in shortterm purchase intensions and increased customer loyalty. In contrast, financial investments made by sellers created obligation among customers, and reduced customer loyalty. The paper also discusses theoretical and managerial implications of these findings. (C) 2016 Elsevier Ltd. All rights reserved.
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