Fred Selnes

Håkan Håkansson, Debbie Harrison and Alexandra Waluszewski (eds.): Rethinking Marketing: Developing a New Understanding of Markets

Journal of Marketing 68(2) s. 1-17

Journal of Marketing 67(3) s. 80-95

Journal of Service Research 5(4) s. 356-368

European Journal of Marketing 37(11/12) s. 1818-1841

Journal of Service Research 4(2) s. 79-90

Journal of Service Research 4(2) s. 79-90

Advances in Consumer Research 4 s. 162-166

Kunne ikke finne tidsskrift Revang, Ø s. 230-243

Journal of Business Research 49(3) s. 259-271

Advances in Consumer Research 26

European Journal of Marketing 32(3/4)

BI Marketing Magazine s. 22-23

2018 AMA Summer Educator Conference

AMA Winter Conference

2017 ISMS Marketing Science Conference

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Gyldendal Akademisk

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.

Stølen Media

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