An empirical study of the antecedents and consequences of calculative commitment in B2B services

Venkata Yanamandram, Lesley White

Research output: Book chapter/Published conference paperConference paper

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Abstract

This research proposes and empirically analyses a model that considers switching costs andattractiveness of alternative service providers as antecedents to calculative commitment, andrepurchase intentions as one of its consequences. Given that calculatively committedcustomers are important in fading relationships, we test these constructs amongst dissatisfiedbusiness services customers because research on the continuation of troubled businessrelationships is scarce. Data was collected online from 416 businesses using a key informantapproach. Results support the contention that the antecedents of calculative commitment areattractiveness of alternative service providers and switching costs, specifically, benefit-losscosts, customer-service provider relationships costs and post-switching costs. Repurchaseintentions was found to be a consequence of calculative commitment.
Original languageEnglish
Title of host publication3Rs reputation, responsibility, relevance
Place of PublicationDunedin, New Zealand
PublisherUniversity of Otago
Pages2515-2523
Number of pages9
ISBN (Electronic)9781877156299
Publication statusPublished - 2007
EventAustralian and New Zealand Marketing Academy (ANZMAC) Conference - Fremantle, Perth, Australia
Duration: 05 Dec 200607 Dec 2006

Conference

ConferenceAustralian and New Zealand Marketing Academy (ANZMAC) Conference
CountryAustralia
Period05/12/0607/12/06

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  • Cite this

    Yanamandram, V., & White, L. (2007). An empirical study of the antecedents and consequences of calculative commitment in B2B services. In 3Rs reputation, responsibility, relevance (pp. 2515-2523). University of Otago.