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| Author: | Young, L. Denzie, S. |
| Title: | A concept of commitment: alternative views of relational continuity in business service relationships |
| Journal: | Journal of Business and Industrial Marketing
1995 : VOL. 10:5, p. 22-37 |
| Index terms: | MARKETING BUSINESS SERVICES INDUSTRY TEAM WORK |
| Language: | eng |
| Abstract: | This paper explores the role of commitment in maintaining relationship bonds even when the level of satisfaction with specific transactions is low. A strong relationship can exist between these professional service providers and their clients even when participants do not feel positive about their interactions. A study of the factors which influence accountant choice and switching behaviour shows a great reluctance by clients to alter the existing client/accountant relationship. Accountants' clients are often unwilling to explore alternative service options even if dissatisfied. |
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