TY  - JOUR
AB  - Purpose– Although customer relationships transpire through a process of time, encounters and experience, few studies have examined the dynamics of service relationships. This paper aims to address this issue by examining the effect of experience on the association between relational benefits and relationship quality, and between relationship quality and loyalty.Design/methodology/approach– Using a national sample of 376 service consumers and nine service industries, the study examines whether the impact of relationship benefits on perceptions of satisfaction, trust and commitment, and ultimately customer loyalty, differs significantly between novice and experienced customer cohorts.Findings– The results indicate significant differences between novice and experienced cohorts. Specifically, the impact of confidence, social and special treatment benefits on perceptions of satisfaction, trust and commitment, and ultimately customer loyalty, differ significantly based on a customer's level of relationship experience.Practical implications– The findings of this study have tactical and strategic implications for service firms, including effective customer asset management, resource allocation, and relationship strategy.Originality/value– This study makes a significant new contribution to theory and practice.
VL  - 44
IS  - 9/10
SN  - 0309-0566
DO  - 10.1108/03090561011062952
UR  - https://doi.org/10.1108/03090561011062952
AU  - Dagger Tracey S.
AU  - O'Brien Timothy K.
PY  - 2010
Y1  - 2010/01/01
TI  - Does experience matter? Differences in relationship benefits, satisfaction, trust, commitment and loyalty for novice and experienced service users
T2  - European Journal of Marketing
PB  - Emerald Group Publishing Limited
SP  - 1528
EP  - 1552
Y2  - 2024/04/24
ER  -