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.
|Title of host publication||3Rs reputation, responsibility, relevance|
|Place of Publication||Dunedin, New Zealand|
|Publisher||University of Otago|
|Number of pages||9|
|Publication status||Published - 2007|
|Event||Australian and New Zealand Marketing Academy (ANZMAC) Conference - Fremantle, Perth, Australia|
Duration: 05 Dec 2006 → 07 Dec 2006
|Conference||Australian and New Zealand Marketing Academy (ANZMAC) Conference|
|Period||05/12/06 → 07/12/06|
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.