An integrated conceptual model of cooperative consumer relationships in services: development and test
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Capelle a/d Ijssel
Labyrint Publ.
2001
|
| Schriftenreihe: | Theses on systems, organization and management
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Zugl.: Groningen, Univ., Diss., 2001 |
| Beschreibung: | XIV, 340 S. graph. Darst. |
| ISBN: | 9072591917 |
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| 245 | 1 | 0 | |a An integrated conceptual model of cooperative consumer relationships in services |b development and test |c G. B. W. Willenborg |
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Datensatz im Suchindex
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|---|---|
| adam_text | Contents
Voorwoord {Preface in Dutch) xiii
1. Relationship Marketing: An Introduction 1
1.1 Introduction and Overview 1
1.2 The Rise of Relationship Marketing 2
1.3 Relationship Marketing: Some Definitions 4
1.4 Relationships with What Parties? 8
1.5 The Economics of Relationships with Consumers 9
1.6 Relationship Marketing: A New Paradigm? 11
1.7 Relationship Marketing: Some Conclusions 14
1.8 Relationship Marketing: Some Critical Notes 15
1.9 Problem Formulation, Purpose of this Study and Overview 19
2. Relationship Marketing and Consumers: A Social Dilemmas 21
Approach
2.1 Introduction and Overview 21
2.2 Dilemmas and the Social Dilemmas Approach 22
2.2.1 Individual Dilemmas 22
2.2.2 Social Dilemmas 23
2.2.2.1 The Prisoner s Dilemma 23
2.2.2.2 Social Dilemmas in General 25
2.2.3 The Prisoner s Dilemma and the Micro economic Pure Transaction 27
2.3 Commercial Social Dilemmas 28
2.4 Social Dilemmas and Marketing 31
2.5 Consumer Provider Interactions and Transactions: A Series of 36
Cooperative and/or Non Cooperative Behaviors
2.6. Cooperative and Non Cooperative Behavior 38
2.6.1 Introduction 38
2.6.2 Cooperative and Non Cooperative Consumer Behavior 39
2.6.3 Cooperative and Non Cooperative Provider Behavior 40
2.7 Factors Influencing Cooperation in Social Dilemmas 41
2.7.1 Introduction 41
2.7.2 Structural factors 42
2.7.2.1 The Nature of Interdependence 42
2.7.2.2 Reward Structure 44
2.7.2.3 Properties of Rewards 45
2.7.2.4 Repeated Social Dilemmas and the Future 45
2.7.2.5 Number of Participants 46
2.7.3 Individual Factors 47
2.7.3.1 Motives of Parties 47
2.7.3.2 Knowledge and Experience 49
2.7.3.3 Emotions, Personal Values and Norms, and Conscience 49
2.7.3.4 Expectation of Others Cooperation and Trust 51
2.7.3.5 Perception of Others Characteristics 52
2.7.3.6 Strategies of Parties 53
vii
2.7.4 Group Processes 54
2.7.4.1 Communication 54
2.7.4.2 Similarity between Parties 55
2.7.4.3 Trust and Group Identity 55
2.7.4.4 Conformity 55
2.7.5 Limitations 55
2.8 Implications 56
2.8.1 Theory and Research 56
2.8.2 Marketing Practice 58
2.9 Summary and Conclusions 60
3. Introducing the CCR Model 62
3.1 Introduction and Overview 62
3.2 Focus on Consumer Relationships 63
3.3 Focus on Consumer Services 66
3.4 Interdependence between Parties as a Basis for Relationships 67
3.5 A Conceptual Model of Cooperative Consumer Relationships: 72
Introduction and Overview
3.6 Central Components of the CCR model: Commitment and Trust 76
3.6.1 Commitment: An Introduction 76
3.6.2 Commitment as a Psychological State 78
3.6.3 Trust 85
3.7 Components of the CCR model: Antecedents of Trust and 91
Commitment
3.7.1 Satisfaction 91
3.7.2 The Role of Satisfaction, Trust and Commitment 93
3.7.3 Bonds between Consumers and Service Providers 96
3.7.3.1 Bonds of the Service Provider with the Consumer 98
3.7.3.2 Bonds of the Consumer with the Service Provider 100
3.7.4 Alternatives 103
3.7.5 Personal Involvement 104
3.8 Components of the CCR model: Consequences of Trust and 105
Commitment
3.8.1 Consequences of Commitment 105
3.8.2 Consequences of Trust 108
3.8.3 Cooperative and Non Cooperative Consumer Behavior HO
3.8.4 Behavioral Responses of Consumers to Problematic Events 111
3.9 Concluding Remarks 117
4. The First Test of the CCR Model n9
4.1 Introduction and Overview 119
4.2 Structural Model and Hypotheses 120
4.3 Competing Models: The Rival Model and the Satisfaction Model 122
4.3.1 Competing Model I: The Rival Model 122
4.3.2 Competing Model II: The Satisfaction Model 124
4.4 Method 126
4.4.1 Research Design 126
4.4.2. Development of the Measures 128
4.4.2.1 Mediating Constructs: Trust and Commitment 128
viii
4.4.2.2 Antecedents of Trust and Commitment 129
4.4.2.3 Consequences of Trust and Commitment 130
4.4.2.4 Patient and Family Doctor Characteristics 130
4.4.3 Preliminary Test of the Measures 130
4.5 Data Collection 131
4.6 General Data Analysis Procedure 133
4.7 Test of the Measures 134
4.7.1 The Measurement Models 134
4.7.2 Procedure for the Tests of the Measurement Models 135
4.7.3 Results of the Tests of the Measurement Models 135
4.8 Testing the Structural Models 141
4.8.1 The Structural Models 141
4.8.2 Procedure for the Tests of the Structural Models 145
4.8.3 Results of the Tests of the Structural CCR Model 145
4.8.3.1 The Initial CCR Model 145
4.8.3.2 The Final CCR Model 149
4.8.4 Results of the Tests of the Competing Models 154
4.8.4.1 Competing Model I: The Rival Model 154
4.8.4.2 Competing Model II: The Satisfaction Model 158
4.9 Discussion and Conclusions 159
4.9.1 Reflections on the Measures 160
4.9.2 Reflections on the Components of the CCR model 161
4.9.2.1 Antecedents of Trust and Commitment 161
4.9.2.2 Consequences of Trust and Commitment 165
4.9.3 Reflections on the CCR model as a Whole 165
4.10 Concluding Remarks 168
5. The Second Test of the CCR Model 169
5.1 Introduction and Overview 169
5.2 Structural Model and Hypotheses 170
5.3 Competing Models: The Rival Model and the Satisfaction Model 171
5.4 Method 173
5.4.1 Research Design 173
5.4.2 Measures Used 174
5.5 Data Collection 175
5.6 General Data Analysis Procedure 176
5.7 Test of the Measures 176
5.7.1 The Measurement Models 176
5.7.2 Procedure for the Tests of the Measurement Models 177
5.7.3 Results of the Tests of the Measurement Models 178
5.8 Testing the Structural Models 187
5.8.1 The Structural Models 187
5.8.2 Procedure for the Tests of the Structural Models 190
5.8.3 Results of the Tests of the Structural CCR Model 190
5.8.3.1 The Initial CCR Model 190
5.8.3.2 The Final CCR Model 195
5.8.4 Results of the Tests of the Competing Models 200
5.8.4.1 Competing Model I: The Rival Model 200
5.8.4.1.1 The Rival Model versus the Initial CCR model 200
ix
5.8.4.1.2 The Rival Model versus the Final CCR model 204
5.8.4.2 Competing Model II: The Satisfaction Model 205
5.9 Discussion and Conclusions 207
5.9.1 Reflections on the Measures 208
5.9.2 Reflections on the Components of the CCR model 210
5.9.2.1 Antecedents of Trust and Commitment 210
5.9.2.2 Consequences of Trust and Commitment 211
5.9.3 Reflections on the CCR model as a Whole 212
5.10 Concluding Remarks 214
6. Evaluation of the CCR Model: Comparison of Findings, and 216
Conclusions
6.1 Introduction and Overview 216
6.2 Purpose of the Empirical Study and the CCR Model 217
6.3 Different Consumer Relationships Investigated 221
6.4 Comparison of Findings of the Two Tests of the CCR Model 225
6.4.1 Measures of the Components of the CCR Model 225
6.4.2 Components of the CCR Model 226
6.4.2.1 Antecedents of Trust and Commitment 229
6.4.2.2 Consequences of Trust and Commitment 232
6.4.3 The CCR Model as a Whole 235
6.5 Conclusions: An Adapted CCR Model 239
6.6 Limitations of the Empirical Study and Generalization of Findings 244
6.7 Implications for Relationship Marketing Management 246
6.8 Future Research 251
7. Concluding Chapter: Overview and Summary 254
7.1 Introduction 254
7.2 Relationship Marketing 254
7.3 Problem Formulation and Purpose of this Study 256
7.4 The Consumer Market Provider Social Dilemma 258
7.5 The Model of Cooperative Consumer Relationships 260
7.6 Two Empirical Tests of the CCR Model 263
7.7 Findings from the Tests of the CCR Model 264
7.8 Conclusions from the Tests of the CCR Model 267
7.9 Generalization of Findings 269
7.10 Implications for Relationship Marketing Management 269
Appendix 1 The First Test of the CCR Model Item Sets and Univariate Statistics 273
Appendix 2 A Two Step Procedure: Alternative Procedures for the Second Step 285
Appendix 3 The Second Test of the CCR Model Item Sets and Univariate 293
Statistics
References 305
Samenvatting (Summary in Dutch) 325
x
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| isbn | 9072591917 |
| language | English |
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| spelling | Willenborg, Gijsbert B. W. Verfasser aut An integrated conceptual model of cooperative consumer relationships in services development and test G. B. W. Willenborg Capelle a/d Ijssel Labyrint Publ. 2001 XIV, 340 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Theses on systems, organization and management Zugl.: Groningen, Univ., Diss., 2001 Beziehungsmanagement (DE-588)4326109-7 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Kundenmanagement (DE-588)4236865-0 s Beziehungsmanagement (DE-588)4326109-7 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009864205&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Willenborg, Gijsbert B. W. An integrated conceptual model of cooperative consumer relationships in services development and test Beziehungsmanagement (DE-588)4326109-7 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4326109-7 (DE-588)4236865-0 (DE-588)4113937-9 |
| title | An integrated conceptual model of cooperative consumer relationships in services development and test |
| title_auth | An integrated conceptual model of cooperative consumer relationships in services development and test |
| title_exact_search | An integrated conceptual model of cooperative consumer relationships in services development and test |
| title_full | An integrated conceptual model of cooperative consumer relationships in services development and test G. B. W. Willenborg |
| title_fullStr | An integrated conceptual model of cooperative consumer relationships in services development and test G. B. W. Willenborg |
| title_full_unstemmed | An integrated conceptual model of cooperative consumer relationships in services development and test G. B. W. Willenborg |
| title_short | An integrated conceptual model of cooperative consumer relationships in services |
| title_sort | an integrated conceptual model of cooperative consumer relationships in services development and test |
| title_sub | development and test |
| topic | Beziehungsmanagement (DE-588)4326109-7 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Beziehungsmanagement Kundenmanagement Hochschulschrift |
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