Measuring exchange norms and its impact on satisfaction in a B2C context
Damien Chaney
- Fonction : Auteur
- PersonId : 183820
- IdHAL : damien-chaney
- ORCID : 0000-0002-4321-5568
- IdRef : 160101654
Résumé
This research investigates the relevance of exchange norms in a business-to-consumer context and studies the impact of both relational and discrete norms on customer satisfaction in services. As existing scales focus only on relational norms and are mostly limited to business-to-business contexts, Study 1 (n = 164) proposes measurement scales for seven exchanges norms adapted to a business-to-consumer context: Reciprocity, The Linking norms, Creation and restraint of power, Role integrity, Solidarity, Flexibility, and Effectuation of consent. Study 2 (n = 295) tests the influence on these norms on customer satisfaction. The article demonstrates that exchange norms as a whole positively affect customer satisfaction and, more specifically, that relational norms explain satisfaction better than discrete norms. The findings also show that, contrary to customer relationship proneness, relationship duration moderates the link between exchange norms and customer satisfaction.
Domaines
Gestion et managementFormat du dépôt | Notice |
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Type de dépôt | Article dans une revue |
Titre |
en
Measuring exchange norms and its impact on satisfaction in a B2C context
|
Résumé |
en
This research investigates the relevance of exchange norms in a business-to-consumer context and studies the impact of both relational and discrete norms on customer satisfaction in services. As existing scales focus only on relational norms and are mostly limited to business-to-business contexts, Study 1 (n = 164) proposes measurement scales for seven exchanges norms adapted to a business-to-consumer context: Reciprocity, The Linking norms, Creation and restraint of power, Role integrity, Solidarity, Flexibility, and Effectuation of consent. Study 2 (n = 295) tests the influence on these norms on customer satisfaction. The article demonstrates that exchange norms as a whole positively affect customer satisfaction and, more specifically, that relational norms explain satisfaction better than discrete norms. The findings also show that, contrary to customer relationship proneness, relationship duration moderates the link between exchange norms and customer satisfaction.
|
Auteur(s) |
Najoua Elommal
1
, Riadh Manita
2
, Damien Chaney
3, 4
1
EM -
EMLyon Business School
( 301362 )
- 23 Avenue Guy de Collongue, 69134 Ecully cedex
- France
2
Pôle Finance Responsable - Rouen Business School
( 135007 )
- 1, rue du Maréchal Juin Boulevard André Siegfried 76130 Mont-Saint-Aignan
- France
3
Département de marketing [ESC Troyes]
( 477404 )
- Groupe ESC Troyes
Campus Brossolette
217 avenue Pierre Brossolette
CS 20710 – 10002 Troyes Cedex
- France
4
REGARDS -
Recherches en Économie Gestion AgroRessources Durabilité Santé- EA 6292
( 451480 )
- UFR des Sciences Economiques, Sociales et de Gestion - 57, bis rue Pierre Taittinger
51096 Reims Cedex
- France
|
Langue du document |
Anglais
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Nom de la revue |
|
Vulgarisation |
Non
|
Comité de lecture |
Oui
|
Audience |
Internationale
|
Date de publication |
2018-03-16
|
Volume |
61
|
Numéro |
3
|
Page/Identifiant |
302–319
|
Domaine(s) |
|
DOI | 10.1177/1470785318760202 |
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