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| Author: | Dagger, T. S. O'Brien, T. K. |
| Title: | Does experience matter? Differences in relationship benefits, satisfaction, trust, commitment, and loyalty for novice and experienced service users |
| Journal: | European Journal of Marketing
2010 : VOL 44:9/10, p. 1528-1552 |
| Index terms: | service marketing consumer satisfaction customer relations loyalty trust |
| Language: | eng |
| Abstract: | The purpose of the article is to study the impact of experience on the association between relational benefits and relationship quality, as well as between relationship quality and loyalty. The data for the study is collected from 376 Australian service customers in 9 different industries. The findings suggest that significant differences exist between novice and experienced customers. |
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