Fred Selnes

2019 AMA Winter Academic Conference. Understanding Complexity, Transforming the Marketplace. s. 280-280

2018 AMA Summer Educator Conference

AMA Winter Conference

2017 ISMS Marketing Science Conference

EMAC Conference

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Gyldendal Akademisk

Stølen Media

Academy of Consumer Research Conference

The paper presents a model for understanding how the consumers’ commitment to the service employee affects the propensity to stay with the company. The model consists of two kinds of commitment, calculative and affective, and includes both commitments to the service employee and to the service firm. The model is tested with a sample of bank customers. The findings support the important role of the service employee as a means to attach the customers to the firm. Moreover, the service employee is an important source of customers’ commitment to the service firm, indicating that the service employee indeed contributes to customer loyalty.

The 32nd Annual ACR-conference

Handelshøyskolen BI

Handelshøyskolen BI

New and Evolving Paradigms. The Emerging Fuuture of Marketing

The authors address the important issue of when suppliers should exce ed customers expectations by analyzing how supplier behavior creates positive negative affect and cognitive responses in terms of satisfac tion, and subsequently behavioral intentions in terms of share of bus iness with the focal supplier, motivation to continue the relationshi p, likelihood of positive word of mouth, and motivation to expand the scope of the relationship. Recent research has suggested that affect ive responses to disconfirmation of expectations are important, but h as mainly focused on consumer markets. The authors extend past resear ch by examining affective and cognitive responses in an industrial co ntext, and the suppliers' performance in buyer-seller relationship. I n a study of 150 established buyer-seller relationships in the indust rial telecommunication market, they found that customers' affective r esponses to supplier reliability were different from their responses to supplier benevolence. Low supplier reliability created negative af fect, and high supplier benevolence created positive affect. However, high reliability did not create positive affect, and low supplier be nevolence did not create ne

Praktisk økonomi og ledelse 10(2) s. 61-72