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The Role of Commitment Perceived by the Consumer in Service Industries

The Role of Commitment Perceived by the Consumer in Service Industries The current work aims to analyze the role of commitment perceived by the consumer in the maintenance of long‐term relationships. The context of analysis chosen is the tourism sector, more specifically the relationships that retail travel agencies establish with their consumers. The study tests a conceptual model via a system of structural equations using the statistics package EQS 6.1 for Windows. The results corroborate the importance of the consumer’s trust in the travel agency and the consumer’s perception of the firm’s commitment, because this commitment acts as an antecedent of trust and creates the conditions for the firm to achieve a stable portfolio of customers. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Management Research: The Journal of the Iberoamerican Academy of Management Emerald Publishing

The Role of Commitment Perceived by the Consumer in Service Industries

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Publisher
Emerald Publishing
Copyright
Copyright © 2009 Emerald Group Publishing Limited. All rights reserved.
ISSN
1536-5433
DOI
10.2753/JMR1536-5433070204
Publisher site
See Article on Publisher Site

Abstract

The current work aims to analyze the role of commitment perceived by the consumer in the maintenance of long‐term relationships. The context of analysis chosen is the tourism sector, more specifically the relationships that retail travel agencies establish with their consumers. The study tests a conceptual model via a system of structural equations using the statistics package EQS 6.1 for Windows. The results corroborate the importance of the consumer’s trust in the travel agency and the consumer’s perception of the firm’s commitment, because this commitment acts as an antecedent of trust and creates the conditions for the firm to achieve a stable portfolio of customers.

Journal

Management Research: The Journal of the Iberoamerican Academy of Management – Emerald Publishing

Published: Jul 1, 2009

Keywords: Service; Relationships; Commitment; Tourism

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