Does experience matter? Differences in relationship benefits, satisfaction, trust, commitment and loyalty for novice and experienced service users

Dagger, Tracey S. and O'Brien, Timothy K. (2010) Does experience matter? Differences in relationship benefits, satisfaction, trust, commitment and loyalty for novice and experienced service users. European Journal of Marketing, 44 9-10: 1528-1552. doi:10.1108/03090561011062952


Author Dagger, Tracey S.
O'Brien, Timothy K.
Title Does experience matter? Differences in relationship benefits, satisfaction, trust, commitment and loyalty for novice and experienced service users
Journal name European Journal of Marketing   Check publisher's open access policy
ISSN 0309-0566
1758-7123
Publication date 2010-01-01
Sub-type Article (original research)
DOI 10.1108/03090561011062952
Open Access Status Not yet assessed
Volume 44
Issue 9-10
Start page 1528
End page 1552
Total pages 25
Place of publication W Yorks, United Kingdom
Publisher Emerald Group Publishing
Language eng
Formatted abstract
Purpose – Although customer relationships transpire through a process of time, encounters and
experience, few studies have examined the dynamics of service relationships. This paper aims to
address this issue by examining the effect of experience on the association between relational benefits
and relationship quality, and between relationship quality and loyalty.
Design/methodology/approach – Using a national sample of 376 service consumers and nine
service industries, the study examines whether the impact of relationship benefits on perceptions of
satisfaction, trust and commitment, and ultimately customer loyalty, differs significantly between
novice and experienced customer cohorts.
Findings – The results indicate significant differences between novice and experienced cohorts.
Specifically, the impact of confidence, social and special treatment benefits on perceptions of
satisfaction, trust and commitment, and ultimately customer loyalty, differ significantly based on a
customer’s level of relationship experience.
Practical implications – The findings of this study have tactical and strategic implications for
service firms, including effective customer asset management, resource allocation, and relationship
strategy.
Originality/value – This study makes a significant new contribution to theory and practice.  © Emerald Group Publishing
Keyword Services marketing
Customer loyalty
Customer satisfaction
Trust
Buyer-seller relationships
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: Official 2011 Collection
UQ Business School Publications
 
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Created: Sun, 31 Oct 2010, 10:10:55 EST