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• W2183998150 abstract "The purpose of this research is to suggest and empirically test a customer loyalty model in a business-tobusiness (B2B) market. This research investigates the development and role of dependence and trust in relationship management from the customer's view and their impact on loyalty. Regarding social exchange theory, we argue that relationship maintenance should not only include economic restriction- regarding relationships, which are extracted from dependence, but also loyalty ‎ regarding relationships, which are extracted from trust. As such, this research suggests that dependence and trust are mediators by which to understand the confusing relationship between buyers and sellers. According to the research findings, we can conclude that customers develop restriction - regarding and loyalty ‎ regarding relationships with sellers. The influence of customer variables (CRSI, social sticking, and RCCs‎ ‎ and customer expertise) on CC and AC is mediated by restriction and loyalty ‎ motivations (dependence and trust). Interaction satisfaction plays an important role in moderating the effects of dependence and trust on loyalty. A survey study conducted with 522 firms in the timber distribution industry showed that customer relationship specific investment, social sticking, relationship conclusion costs and customer expertise have effects on calculative and affective loyalties via dependence and trust. It also shows that interaction satisfaction significant the positive effect of dependence on calculative loyalty and the positive effect of trust on affective loyalty. This research contributes to the relationship marketing literature by creating a customer loyalty model in B2B markets and also offers managerial implications." @default.
• W2183998150 created "2016-06-24" @default.
• W2183998150 creator A5000739887 @default.
• W2183998150 creator A5064878338 @default.
• W2183998150 date "2014-01-01" @default.
• W2183998150 modified "2023-09-27" @default.
• W2183998150 title "CREATING CUSTOMER LOYALTY IN BUSINESS-TO-BUSINESS MARKETS" @default.
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• W2183998150 hasPublicationYear "2014" @default.
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