• Title/Summary/Keyword: Relationship Commitment

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A study on antecedents and consequents of relationship commitment toward internet sites and between customers in virtual environment (가상환경에서 대고객 및 고객간 관계결속(Relationship Commitment)의 선행변수와 결과변수에 대한 연구)

  • 이수동;최주석
    • Journal of Distribution Research
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    • v.5 no.2
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    • pp.1-19
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    • 2001
  • This study investigates "commitment" , which is the crucial variable in the study of relationship marketing, because I pay attention to the importance of relationship marketing toward consumers in virtual environment. This dissertation whose main issue is about virtual environment focuses on "commitment" from two perspectives. One is customers′ relationship commitment toward enterprises or corporations through internet sites and the other is relationship commitment between customers. The main purpose is to verify antecedents and consequents which influence relationship commitment toward internet sites (corporations or enterprises) and between customers. The hypotheses are that (1) share values and relationship benefit from internet sites affect relationship commitment toward internet sites (2) share values and interactions between customers affect relationship commitment between customers (3) interactions with relationship commitments toward internet sites and between customers exist (4) these relationship commitments affect future intentions. The subjects are university students who I think get used to using internet. The results indicate that (1) antecedents of relationship commitment toward internet sites and between customers are significantly influential (2) relationship commitment toward internet sites influences relationship commitment between customers, but the effect of relationship commitment between customers on relationship commitment toward internet sites is not significant (3) relationship commitment between customers influences future intentions, but the effect of relationship commitment toward internet sites on future intentions is not significant.

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The Effects of Hospital Brand Equity on Trust and Relationship Commitment of Customers (중소병원의 브랜드자산이 방문고객의 신뢰 및 관계몰입에 미치는 영향)

  • Lee, Eun-Ju;Park, Jae-Sung;Kim, Nan-Young
    • The Korean Journal of Health Service Management
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    • v.9 no.2
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    • pp.1-12
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    • 2015
  • The objective of this study was to verify the effects of brand equity of small & medium hospitals on trust and relationship commitment and mediation effect of trust in the relation between brand equity and relationship commitment. For testing reliability and validity of the measurement tool, Cronbach's ${\alpha}$ and confirmatory factor analysis was used, respectively. A structural equation model was applied for verifying the study model suggested. Out of 450 questionnaires distributed, 439 was returned. On the study results, brand image and perceived quality positively determined trust of customers for small & medium hospitals. Customers' trust also has a positive effect on relationship commitment. Brand awareness positively influence the levels of relationship commitment. Moreover, a mediation effect was identified. Customers' trust mediated the effects of brand image and perceived quality on relationship commitment of hospitals customers. On conclusions, relationship commitment was determined, either directly or indirectly, by brand image and perceived quality, while trust mediated the their relationship. Thus, hospitals management may use the concepts of brand equity and trust as a key success factor of their business purposes.

Effect of Trust, Stickiness, and Relationship Commitment on Website Loyalty (소비자의 고객신뢰와 사이트밀착도, 몰입이 웹사이트충성도에 미치는 영향)

  • Lee, Ok-Hee
    • Journal of the Korean Society of Clothing and Textiles
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    • v.33 no.9
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    • pp.1472-1482
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    • 2009
  • This study identifies how website attributes impact consumer loyalty to websites. For this purpose, the study tested covariance of a structural model which set relationships among independent variables (trust and site stickiness), meditated variables (relationship commitment), and dependent variables (website loyalty). The data were collected from a sample of 239 female college internet student shoppers. The covariance structural model and research hypothesis are analyzed using SPSS 16.0 and AMOS 5.0 program. The results are as follows: First, the structural model is significantly accepted. Second, trust and stickiness have a positive influence on the relationship commitment. Third, trust, stickiness, and relationship commitment have a positive impact on website loyalty. Forth, even if stickiness has no positive influence on website loyalty, it has a significant effect on website loyalty through the relationship commitment.

Customer Retention Model in the Medical Service Organization: Focusing on Specialized Hospital Services

  • OH, Sang Hyun
    • The Journal of Economics, Marketing and Management
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    • v.9 no.2
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    • pp.45-55
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    • 2021
  • Purpose: The purpose of this study is to investigate the theoretical basis for assessing the strategic increase in customer perception of service quality, justice, and relationship benefits. Especially in terms of increasing relationship commitment and customer loyalty in the medical service sector. Research design: Data were collected by questionnaires through specialized hospital services. Survey was conducted on patients who have been treated at a spine specialized hospital. Results: Research shows that service quality, justice, and relationship benefits have the greatest direct impact on relationship commitment, and relationship commitment has a strong direct impact on customer loyalty in the medical service organization. Conclusions: The effect of combination of core and voluntary service behavioral attributes such as service quality, justice and relationship benefits have the most positve impact on relationship commitment and customer loyalty. Administratively, this study contributes to understanding the role of service quality, justice, and relationship benefits in the medical service sector. The results showed that in order to induce service quality, justice and relationship benefits should be facilitated relationship commitment and customer loyalty enlarged.

Effect of Interactivity and Shopping Value on Relationship Commitment and Attitude toward the Website (인터넷 패션 쇼핑몰에서 상호작용성과 쇼핑가치가 관계몰입과 웹사이트 태도에 미치는 영향)

  • Lee, Ok-Hee
    • The Research Journal of the Costume Culture
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    • v.16 no.6
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    • pp.1126-1141
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    • 2008
  • The purposes of this study identify how attributes of the website impact on consumer attitude toward the website. For this purpose, the study tested covariance structural model which set relationships among independent variables (interactivity and shopping value), meditated variables(relationship commitment), and dependent variables(attitude toward website). The data were collected from a sample of 239 internet shopper of college female students. The covariance structural model and research hypothesis analyzed by using SPSS 16.0 and AMOS 5.0 program. The results are as follows: First, the structural model is accepted significantly. Second, interactivity and shopping value of website have a positive influence on relationship commitment. Third, interactivity, shopping value of website, and relationship commitment have a positive impact on attitude toward the website. Forth, even if shopping value has not a positive influence on attitude toward the website, it was found to have a significant effect on attitude toward the website through the relationship commitment.

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Customer Relationship Management and Relationship Commitment in Dental Clinics (치과의 고객관계관리 활동과 고객의 관계몰입)

  • Won, Young-Soon;Kim, Ji-Hyun
    • The Korean Journal of Health Service Management
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    • v.8 no.3
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    • pp.39-48
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    • 2014
  • The purpose of this study was to examine customer relationship management service provided for customers of dental clinics and their relationship commitment in an effort to offer some information on customer relationship management by dental clinics. The subjects in this study were 206 adult residents in North Jeolla Province, on whom a self-administered survey was conducted. Customer relationship management service, satisfaction with customer relationship management service and relationship commitment were linked to one another, and the variables that affected relationship commitment were differentiated management and satisfaction with relationship management. Given the findings of the study, more research efforts should be directed into the customer relationship management of dental clinics to improve the effectiveness of it.

The Effect of Relationship Commitment on the Customer's Future Behavioral Intention Related to the Criteria of Evaluating Cyber Stores in Internet Shopping Malls (인터넷 쇼핑몰 이용자의 가상점포 평가기준에 따른 관계몰입이 미래행동의도에 미치는 영향)

  • Ko, Eun-Kyung;Lee, Sun-Jae
    • Journal of the Korean Home Economics Association
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    • v.43 no.11
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    • pp.153-164
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    • 2005
  • The purpose of this study was to examine the effect of relationship commitment on the female customer's future behavioral intention in relation to the criteria of evaluating cyber stores in internet shopping malls. This study used questionnaire and judgment sampling to survey consumers who have bought product in internet shopping malls. The respondents were 329 women from their twenties to fifties. The data were analyzed by factor analysis, cluster analysis, ANOVA, regression and Duncan test. The results were as follows: 1. The evaluative criteria of cyber stores were product characteristics of the store, convenience and trust, and promotion and information provision. 2. There were significant differences in relationship commitment among groups according to differences of cyber store evaluation criteria. 3. The dimensions of relationship commitment were affective commitment, calculus commitment and normative commitment. 4. Relationship commitment was found to have a significant effect on the customer's future behavioral intention. Especially, affective commitment was shown to have a significant effect on the future behavioral intention.

The Effect of Cosmetic Companies' CRM Activities on Relationship Benefits, Relationship Commitment and Brand Switching Reduction Intention (화장품기업의 CRM활동이 고객의 관계편익, 관계몰입 및 브랜드전환 감소의도에 미치는 영향)

  • Hwang, Seon-A;Hwang, Sun-Jin
    • Journal of the Korean Home Economics Association
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    • v.49 no.7
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    • pp.97-109
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    • 2011
  • This study examined the relations among CRM activities of cosmetic companies, relationship benefits, relationship commitment, and brand switching reduction intention. The participants consisted of 399 women over the age of 20. The results of this study were as follows: First, CRM activities were perceived as a concept of sub-components, and the customers recognized the relationship benefits and commitments. Second, CRM activities did not make a positive effect on brand switching reduction intention. Third, CRM activities had a positive influence on relationship benefits, and the relationship benefit affected the brand switching reduction intention positively. Fourth, CRM activities created a positive effect on relationship commitment, and also the relationship commitment had a positive effect on brand switching reduction intention. Lastly, relationship benefits had a positive effect on relationship commitment and it was precedent variables.

The Effect of Quality Cognition of the Web Site of the Hospital and Relationship Commitment on Customer Loyalty (병원 웹사이트 품질 인식과 관계몰입이 고객충성도에 미치는 영향)

  • Kim, Hee-Young;Kim, Eun-A;Ha, Yoon-Ju
    • Korea Journal of Hospital Management
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    • v.16 no.3
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    • pp.41-56
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    • 2011
  • The research was to investigate the effect of quality cognition of the web site of the facility and relationship commitment on customer loyalty. The respondents were 190 patients and caregivers. Data were collected from March 1st to 31st, 2010 at C university hospital in G city. The effect of facility web site of quality cognition and relationship commitment on customer loyalty showed 43.9%(F=35.806) in model 1, 58.4%(F=51.113) in model 2, and 58.7%(F=28.185) in model 3. Also, medical information & usage, aesthetics was significance in model 1, medical information & usage, relationship commitment in model 2. In relationship between web site quality cognition and customer loyalty, moderate effect of relationship commitment were not considerable in model 3. As a result, customer loyalty is the leading fact for quality cognition of the web site more than relationship commitment. Therefore, customer loyalty leaves its possibility of increment when facility web site is designated depending on medical information and aesthetics.

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A Study on e-Trade Activity Relationship Commitment of Trade Potal Site 6C's (무역 포털사이트 6C's의 관계결속이 전자무역 활용에 미치는 연구)

  • Lee, Je-Hong
    • International Commerce and Information Review
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    • v.7 no.1
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    • pp.121-144
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    • 2005
  • This paper describes a theoretical model for investigating the relationship commitment of trade portal site 6C's. This research is the first to empirical test the causal relationships in Trade portal site. The relationship commitment for e-Trade portal site are tested here using data from 195 samples. Research methodology used in this study was mainly survey and questionnaire. Structural equation model is used in the hypotheses test. the results support all hypotheses involving hypothesis 1 and 6. The major finding of this paper would be summarized as followed: 1) Perceived relationship commitment of e-Trade site 6C's is positively related to contents, community, communication, customization in e-trade activity level and activity range of trade practical 2) Perceived commerce of electronic trade site is negatively related to the relationship commitment of trade companies. 3) Perceived e-trade site in electronic trade connection is positively related to the re-activity intention. In examining the relationships commitment of the factors, e-trade potal 6C's show in significantly by Contents, Community, Communication, Customization, Re-activity intention, but that show in not significantly by Commerce factor.

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