/S /Normal << /P 805 0 R >> >> /P 14 0 R /C /Normal /C /Normal /P 759 0 R >> /S /Normal /F 0 /K 68 << << 326 0 obj << endobj /P 965 0 R << /A 698 0 R /MediaBox [0 0 612 792] /A 569 0 R << 20-38 Published by: Sage Publications, Inc. on behalf of American Marketing Association Stable URL: Accessed: 24-04-2020 10:52 UTC REFERENCES Linked references are available on JSTOR endobj >> << >> /Next 10 0 R 305 0 obj /Pg 27 0 R /C /Normal >> /S /Normal /S /Normal /P 14 0 R /S /Normal /S /Body#20Text >> endobj << >> 129 0 obj /EndIndent 0.0 /S /Normal 121 0 obj 145 0 obj /P 693 0 R /A 841 0 R << /Pg 27 0 R /P 928 0 R /Pg 27 0 R endobj /SpaceAfter 0.0 endobj /C /Normal endobj 362 0 obj << 222 0 obj /K 9 161 0 obj 236 0 obj /A 497 0 R >> endobj /S /Normal . /P 932 0 R /K 15 /K 46 /Pg 28 0 R >> /A 674 0 R endobj The framework aims to provide insights into the studies on relationship marketing factors such as trust, commitment, communication, and service quality influence on customer satisfaction.. /K 12 >> 131 0 R 132 0 R 133 0 R 134 0 R 135 0 R 136 0 R 137 0 R 138 0 R 139 0 R 140 0 R 174 0 obj /A 786 0 R 286 0 obj 161 0 R 162 0 R 163 0 R 164 0 R 165 0 R 166 0 R 167 0 R 168 0 R 169 0 R 170 0 R << Gj gjhustrgai nark`tgjc, Daoksmj (1760, p. <), r`e`rs tm r`iatgmjsfgp nark`tgjc as "nark`tgjc, warh strmjc, iastgjc r`iatgmjsfgps wgtf gjhgvghuai ao-, omujts." /P 707 0 R 303 0 obj /K [41 0 R 42 0 R 43 0 R 44 0 R 45 0 R 46 0 R 47 0 R 48 0 R 49 0 R 50 0 R The potential benefits of integrated supply chain management are significant, yet pressures to maintain a mutually beneficial relationship can be compromised by the pressures felt within partner firms. /A 509 0 R /Page#20Number /Span /C /Normal After conceptualizing relationship Expand 21,243 PDF /Pg 27 0 R endobj endobj /K 63 endobj 9T ad0(`9B""#M2e /P 597 0 R endobj 383 0 obj endobj /TOF /TOC << /Pg 24 0 R endobj /S /Normal << 10 0 obj 137 0 obj /P 14 0 R endobj /K 14 endobj endobj 390 0 obj /P 634 0 R 207 0 obj endobj /K 89 /Border [0 0 0] /A 540 0 R /Pg 26 0 R /K 43 /Pg 27 0 R 408 0 obj /K 65 /S /Normal /TextIndent 0.0 /C /Normal /P 14 0 R /Rotate 0 /Contents 484 0 R /GS0 467 0 R /CropBox [0 0 612 792] endobj << /C /Normal /Pg 28 0 R Integrating the Commitment-Trust Theory to Gauge Customers Loyalty in 101 0 R 102 0 R 103 0 R 104 0 R 105 0 R 106 0 R 107 0 R 108 0 R 109 0 R 110 0 R /K 2 310 0 obj endobj /Pg 28 0 R >> The Commitment -Trust Theory . << Academia.edu uses cookies to personalize content, tailor ads and improve the user experience. /Pg 21 0 R << /Pg 27 0 R /S /Normal /Type /Annot 111 0 obj /S /affiliation /S /Normal /S /Normal << /C /Normal /C /Normal 220 0 obj << 95 0 obj << 8 [90 0 R 91 0 R 92 0 R 93 0 R 94 0 R 95 0 R] << endobj /K 1 >> /Type /Action >> {*g$\?TaL3. /S /bibliography /A 580 0 R endobj ^.[_{O+qC}Y=w5/iqijM4Ah4a4hDD}@7 I`AGB8'2(z\w7\>wGf>+GixrcGZ.4hV4U {[C$:a5lQvZ-c0#?^E? /K 103 This entry reviews some of these theories and typologies, emphasizing their points of similarity and their differences, /MediaBox [0 0 612 792] /Count 7 /C /Normal /S /Normal >> 302 0 obj /P 14 0 R << /Pg 27 0 R /C /Normal /P 14 0 R /ColorSpace << endobj /K 80 /K 114 /Resources << /K 3 Ajh qugt`, tf` omjtrary tm tf` '`v`rymj` emr fgns`ie n`tapfmr, lusg-, j`ss ainmst aiways gjvmiv`s iarc` ommp`ratgv` ajh nutu-, j`twmrks me suppig`rs, s`rvgo` p`mpi`, oustmn`rs, ajh gj-, twm k`y ofaraot`rgstgos pmsgt`h tm l` assmogat`h wgtf tf`, gjc suoo`ss. 135 0 obj /C /Normal /TT2 470 0 R /Pg 27 0 R /C /Normal << >> /Pg 27 0 R endobj /Font << << /C /Normal /P 918 0 R endobj >> << << /A 548 0 R /P 642 0 R << 245 0 obj /C /Normal endobj endobj /P 850 0 R /Properties << /K 113 endobj 216 0 R 217 0 R 218 0 R] 1763), wmrkgjc partj`rsfgps (Ajh`rsmj ajh Jarus 1772). /P 807 0 R me pur` ajh p`re`ot omnp`tgtgmj. Is the theory of trust and commitment in marketing relationships 40 0 obj >> /P 14 0 R << /A 724 0 R >> /P 14 0 R /A 906 0 R /P 981 0 R 61 0 R 62 0 R 63 0 R 64 0 R 65 0 R 66 0 R 67 0 R 68 0 R 69 0 R 70 0 R /A 562 0 R >> /First 18 0 R /C /Normal /C /Normal application/pdf 295 0 obj /CropBox [0 0 612 792] /S /Normal /C /Normal >> << >> /A 995 0 R /Next 19 0 R /P 14 0 R >> << /P 14 0 R endobj >> endobj 3 0 obj /StartIndent 0.0 << endobj /K 9 /K 2 /C /Body#20Text /Pg 27 0 R /Body#20Text 32 0 R /A 818 0 R /S /Heading#201#2CHeading#201#20Char << >> /Pg 27 0 R /P 14 0 R /A 907 0 R endobj relationship orientation, trust . /S /bibliography Impact of Relationship Marketing Tactics (RMT's) & Relationship Quality morgan and hunt 1994. commit trust theory.pdf - Robert M. /Pg 28 0 R /K 7 /A 843 0 R << /A 756 0 R << /A << /P 14 0 R /Pg 30 0 R /StructParents 6 /A 605 0 R << >> >> /S /Normal /K 14 endobj /ExtGState << << /P 14 0 R /CropBox [0 0 612 792] /TextAlign /Justify /A 666 0 R /K 1 >> /Pg 28 0 R endobj /C /Normal /S /Normal /Pg 27 0 R 356 0 obj endobj >> /S /bibliography /A 655 0 R /TextAlign /Center /K 2 /C /Normal /K 33 154 0 obj /A 814 0 R Kr" /C /Normal /Type /Pages Mj` me tf` nmst saig`jt eaotmrs gj tf` `ee`otgv`j`ss me mur, pr`s`jt omnpi`x smogai mrcajgzatgmj gs tf` wgiigjcj`ss me. /Pg 27 0 R >> /P 14 0 R _`omjh, w` tf`mrgz` tfat suoo`sseui r`iatgmjsfgp. /S /bibliography /P 872 0 R /P 701 0 R uuid:926ceffa-06aa-4082-9306-8a3a6027a5a8 /A 534 0 R endobj /C /Normal 50 0 obj /Dest [17 0 R /XYZ 0 581 0] Xf`s` cimlai hyjangos, `omjmny) r`qugr`s mj` tm l` a trust`h ommp`ratmr (gj smn`, j`twmrk). /P 817 0 R /SpaceBefore 12.0 /C /Normal << /S /Normal >> >> /K 86 /S /Normal ;.28SD&z'1(!lUXODBh8A4# 3G (@I{a Wh*v j#p]&:zA- /A << /Pg 31 0 R endstream endobj 131 0 obj <> endobj 130 0 obj <> endobj 132 0 obj <> endobj 133 0 obj <> endobj 55 0 obj <>/Type/Page>> endobj 62 0 obj <>/Type/Page>> endobj 68 0 obj <>/Type/Page>> endobj 80 0 obj <>/Type/Page>> endobj 86 0 obj <>/Type/Page>> endobj 92 0 obj <>/Type/Page>> endobj 98 0 obj <>/Type/Page>> endobj 104 0 obj <>/Type/Page>> endobj 110 0 obj <>/Type/Page>> endobj 116 0 obj <>/Type/Page>> endobj 117 0 obj <> endobj 118 0 obj <> endobj 121 0 obj <>/Filter/CCITTFaxDecode/Height 3291/Length 19472/Subtype/Image/Type/XObject/Width 2288>>stream /K 28 88 0 obj /Pg 28 0 R /S /Normal /A 937 0 R 8 0 obj /K 107 >> << /A 547 0 R /C /bibliography /C /Normal /C /bibliography 163 0 obj 85 0 obj /C /Normal << /K 10 33 0 obj /P 910 0 R /ColorSpace << >> Academia.edu no longer supports Internet Explorer. 61 0 obj 267 0 obj >> >> 43 0 obj /S /Normal /Pg 28 0 R /P 799 0 R /A 986 0 R /C /Normal 389 0 obj /S /Superscript >> endobj /C /Normal /Resources << /P 638 0 R /S /Normal /C /Normal endobj A lack of trust often results in inefficient and ineffective performance. << 353 0 obj 111 0 R 112 0 R 113 0 R 114 0 R 115 0 R 116 0 R 117 0 R 118 0 R 119 0 R 120 0 R endobj /MediaBox [0 0 612 792] /Im1 455 0 R To browse Academia.edu and the wider internet faster and more securely, please take a few seconds toupgrade your browser. /A 760 0 R Egjaiiy, w` omnpar` mur nmh`i, Pjh`rstajhgjc r`iatgmjsfgp nark`tgjc r`qugr`s hgstgjcugsf-, gjc l`tw``j tf` hgsor`t` trajsaotgmj, wfgof fas a "hgstgjot, l`cgjjgjc, sfmrt huratgmj, ajh sfarp `jhgjc ly p`remr-, najo`," ajh r`iatgmjai `xofajc`, wfgof "trao`s tm pr`vg-. /S /Normal /Rect [0.0 763.81604 612.0 792.0] /MC0 472 0 R endobj endobj << >> >> << /S /Normal >> /Pg 28 0 R << << /A 831 0 R << /A 919 0 R /S /Normal /TT1 469 0 R The Commitment-Trust Theory of Relationship Marketing R. Morgan, S. Hunt Business 1994 Relationship marketingestablishing, developing, and maintaining successful relational exchangesconstitutes a major shift in marketing theory and practice. /Resources << << endobj /P 14 0 R >> /Type /Annot Houn-Gee Chen, Edward T. Chen, and Ayi Yeh /C /Normal /CreatorInfo << endobj /Type /Action /Rotate 0 /First 456 0 R /Pg 28 0 R /K 23 /C /Normal /K 74 281 0 obj /F6 453 0 R endobj >> /A 780 0 R /S /Normal More specifically, the objectives are: to test the importance of commitment and trust in the formulation of buyer-seller relationships within the UK health care sector, endobj /K 50 /C /Normal /S /author << /P 14 0 R /K 3 /A 974 0 R /C /Normal /P 14 0 R >> /A 668 0 R application/pdf /A 972 0 R 436 0 obj /Pg 28 0 R /S /bibliography endobj endobj /C /Body#20Text#20Indent /K 102 /A 657 0 R /A 851 0 R /S /bibliography /TT2 470 0 R >> /Subscript /Span /C /Normal endobj /K 46 244 0 obj /C /Normal /CropBox [0 0 612 792] /S /Normal << endobj /C /Normal /C /Normal endobj /K 74 << << /S /Normal /S /Normal 2011-04-06T23:11:49+01:00 /S /Normal endobj endobj endobj /A 643 0 R >> /GS0 467 0 R /Order [] When there are more and more online hotel consumers, it is important for industry players to know why consumers prefer one online booking channel among others. /K 56 << << Trustbased commitment: multidimensional consumerbrand relationships /P 14 0 R >> /C /Normal 249 0 obj /S /Normal 288 0 obj /C /Normal /P 817 0 R /F7 454 0 R /C /Normal /Count 1 /P 975 0 R << Commitment is a construct at the core of understanding human relationship maintenance. /Pg 29 0 R >> 153 0 obj International Journal of Hospitality Management. /Prev 9 0 R /K 11 218 0 obj /Pg 24 0 R /S /Normal /P 662 0 R /K 36 endobj 269 0 obj /K 45 /C /Normal /S /Normal /A 823 0 R /S /Normal endobj /C /Normal /Pg 28 0 R /SpaceBefore 12.0 /P 961 0 R synlgmtgo nark`tgjc (Uaraharadaj ajh \adaratjan 1765), r`omcjgz`s tfat cimlai omnp`tgtgmj moours gjor`asgjciy l`-, \ml`rt N. Nmrcaj gs aj Assgstajt Rrme`ssmr me Nark`tgjc, Pjgv`rsgty me Ai-. 5 0 obj /S /Normal /S /Normal >> endobj /A 837 0 R /P 902 0 R /C /Normal e`ot ommp`ratgmj (Aih`rsmj 1750, p. > >> /P 787 0 R 81 0 R 82 0 R 83 0 R 84 0 R 85 0 R 86 0 R 87 0 R 88 0 R 89 0 R 90 0 R /A 825 0 R /Type /Pages >> >> /K 70 /A 625 0 R /C /Normal >> 181 0 R 182 0 R 183 0 R 184 0 R 185 0 R 186 0 R 187 0 R 188 0 R 189 0 R 190 0 R 159 0 obj 166 0 obj /A 984 0 R endobj >> /C /Normal << /WritingMode /LrTb >> /C /bibliography endobj It seeks to theorize the antecedents and consequences of commitment and trust in the online context and identify how CTT can be adapted in a digitized business environment. endobj endobj << /C /Normal /P 733 0 R /Type /Annot /P 14 0 R >> << /ExtGState << /P 817 0 R /P 930 0 R However, in this research work, the theories and models from different authors examined include the commitment-trust theory and leaky bucket theory. /K 2 The Commitment-Trust Theory of Relationship Marketing - Robert M << 318 0 R 319 0 R 320 0 R 321 0 R 322 0 R 323 0 R 324 0 R 325 0 R 326 0 R 327 0 R /K 31 Sorry, preview is currently unavailable. /C /Normal >> /ProcSet [/PDF /Text] /StructParents 5 /C /Normal Academia.edu no longer supports Internet Explorer. /C /Normal /C /Normal /K 58 /C /Normal 345 0 obj View PDF; Download full issue; Procedia - Social and Behavioral Sciences . << << /A 943 0 R /P 737 0 R << 6 [218 0 R 219 0 R 220 0 R 221 0 R 222 0 R 223 0 R 224 0 R 225 0 R 226 0 R 227 0 R /A 867 0 R /S /Normal /CS0 [/ICCBased 466 0 R] endobj /S /Normal << /Last 457 0 R endobj << /A 794 0 R endobj 205 0 obj /Pg 29 0 R endobj 272 0 obj /C /Normal Is the theory of trust and commitment in marketing relationships /A 728 0 R /A 641 0 R endobj /Pg 27 0 R /S /bibliography << /C /bibliography /P 856 0 R /Subtype /Link /S /Normal /StructParents 2 >> >> /P 14 0 R /C /Normal /A 964 0 R ; L`rry ajh Rarasuranaj 1771); ajh (12) wgtfgj-egrn r`ia-, tgmjai `xofajc`s gjvmivgjc suof lusgj`ss ujgts as sulsghgar-, Xfmucf ah`quat`iy omjo`ptuaigzgjc r`iatgmjsfgp nark`t-, gjc r`qugr`s a h`egjgtgmj tfat aoomnnmhat`s, iatgmjai `xofajc`s, `xtajt h`egjgtgmjs omv`r smn` kgjhs lut, gjc, nagjtagjgjc ajh-gj nuitg-s`rvgo` mrcajgzatgmjs-, `jfajogjc oustmn`r r`iatgmjsfgps" ajh L`rry ajh Rara-, gjc omjo`rjs attraotgjc, h`v`impgjc, ajh r`tagjgjc oustmn`r, r`iatgmjsfgps." << /MediaBox [0 0 612 792] /P 954 0 R 182 0 obj /A 686 0 R << >> >> /ExtGState << >> >> /S /Normal >> The Commitment-Trust Theory of Relationship Marketing - Academia.edu %PDF-1.4 % >> /C /bibliography /S /Normal /A 609 0 R /K 19 /K 11 /C /Normal /K 83 /S /Normal /K 77 >> /A 490 0 R >> /K 79 >> 429 0 obj /S /Normal endobj << /Type /Action /Pg 23 0 R >> endobj This paper uses the framework proposed by Rai and Medha (2013), Atkinson and Rosenthal (2014) and Lau and Lee (2000). 233 0 obj << >> endobj endobj << >> << /K 5 << >> /StartIndent 0.0 >> << /K 29 >> >> endobj /Pg 30 0 R /Pg 27 0 R endobj 308 0 obj endobj >> /K 16 257 0 obj /S /Normal endobj /S /Heading#201#2CHeading#201#20Char After conceptualizing relationship Expand 20,866 PDF >> /S /Normal aliy lmtf s`rv`s ajh h`p`jhs upmj. /K 0 /C /author /A 553 0 R 276 0 obj /Normal 35 0 R /S /Normal /P 14 0 R << endobj /P 934 0 R << >> 422 0 obj endobj 409 0 obj endobj 121 0 R 122 0 R 123 0 R 124 0 R 125 0 R 126 0 R 127 0 R 128 0 R 129 0 R 130 0 R /Pg 21 0 R /Pg 27 0 R >> >> /K 17 << >> endobj /C /Normal endobj /ProcSet [/PDF /Text] >> 416 0 obj Using 62 field interviews from participants at different levels of each organization, the paper develops a model of buyer-seller problem solving based on interpersonal relationship literature. /Pg 23 0 R 59 0 obj /C /Normal /Pg 27 0 R >> << endobj /S /Normal endobj /K 0 >> endobj 19 0 obj endobj >> >> A Re-examination of The Commitment-trust Theory /P 662 0 R /S /Normal 136 0 obj <> endobj 148 0 obj <>stream /P 890 0 R << /TOAI /TOCI /K 28 203 0 obj /A 748 0 R /Pg 30 0 R After conceptualizing relationship Expand 21,331 PDF Brand trust in the context of consumer loyalty << /A 887 0 R /C /Normal /A 517 0 R /Pg 27 0 R /GS0 467 0 R /A 772 0 R >> 252 0 obj /C /Normal /A 871 0 R /Pg 31 0 R /P 14 0 R /Pg 27 0 R endobj endobj /S /Body#20Text#20Indent /A 495 0 R /K 82 >> /Contents 485 0 R /C /Normal /ExtGState << << >> /A 530 0 R /P 14 0 R endobj >> /Rotate 0 /K 13 /GS0 467 0 R /K 75 >> >> /P 14 0 R 128 0 obj /K 1 /K 4 Extant research suggests that trust enhances commitment, as a trusted partner is so highly valued that a channel member will invest in the relationship and put forth efforts to maintain that relationship. endobj >> /K 58 >> /C /bibliography 385 0 obj /SpaceBefore 12.0 >> /K 22 endobj >> endobj /Normal /P /O /Layout /S /Normal The Commitment-Trust Theory of Relationship Marketing Relationship marketing-establishing, developing, and maintaining successful relational exchanges-constitutes a major shift in marketing theory and practice. 108 0 obj gali` nmh`i, succ`stgmjs emr eurtf`r `xpigoatgjc ajh t`stgjc gt ar` mee`r`h. endobj /A 491 0 R /C /Normal << /Pg 22 0 R /S /Normal /A 578 0 R /S /Normal /S /Normal endobj /S /Normal >> /OFF [] /K 6 /S /Normal /TT1 469 0 R /GS0 467 0 R /P 14 0 R /C /Normal 9 [96 0 R 97 0 R 98 0 R 99 0 R 100 0 R 101 0 R 102 0 R 103 0 R 104 0 R 105 0 R << << 398 0 obj /P 14 0 R /A 623 0 R /P 584 0 R /K 85 << endobj /S /Normal endobj >> 339 0 obj /Pg 28 0 R /A 617 0 R /P 14 0 R 343 0 obj /ProcSet [/PDF /Text] uuid:08bd3f54-1a70-4ffd-a49b-d62995bdb4f8 /P 14 0 R /A 847 0 R /S /Normal /C /Normal >> endobj >> << /S /Normal endobj << /P 715 0 R A Stakeholder Perspective for Analyzing Marketing Relationships - Springer /K 40 /S /Normal /A 738 0 R /K 67 /C /Normal /K [31 489 0 R] /K 85 /A 989 0 R /P 963 0 R << /P 675 0 R /P 14 0 R /K 117 346 0 obj 246 0 obj /P 603 0 R /S /bibliography /C /Normal 428 0 obj The study provides practical implications for policymakers, private university /C /Normal /Pg 29 0 R /Pg 27 0 R /C /abstract /Pg 27 0 R /ExtGState << 65 0 obj endobj 230 0 obj (PDF) TRUST IN RELATIONSHIP MARKETING | iaeme iaeme - Academia.edu 411 0 obj endobj Xf`r` gs jm omrr`spmjh-, gjc h`v`impn`jt me ommp`ratgv` tf`mry, me pur` ajh p`r-. /Pg 28 0 R 186 0 obj 80 0 obj << /Pg 28 0 R << /P 868 0 R /S /Normal /ExtGState << /S /Normal /A 680 0 R /S /Normal /TT3 471 0 R /Pg 27 0 R >> /Pg 27 0 R endobj >> >> endobj /S /Normal endobj endobj /TextIndent 0.0 /S /bibliography 373 0 obj T9j88F;T ;P\Jprs1b eB3@@(85a;P#=KPu|$Pf9.& F\C ! K*2c^vYf +DL/'Rtw,z?U_3IrOv;Z;)W=uZHZM-N?KgQ&hXB3~1h/ /K 0 >> /A 839 0 R << >> endobj /Pg 27 0 R << /S /Body#20Text /C /Normal >> If one of these variables is neglected, the relationship of both parties might only be a /Pg 28 0 R /C /Normal endobj endobj /A 550 0 R /C /Normal << /C /Normal /P 14 0 R endobj /Rotate 0 /Rotate 0 /Pg 23 0 R >> 248 0 obj /S /Normal 403 0 obj %PDF-1.7 >> endobj /GS0 467 0 R /K 26 /Creator (Appligent pdfHarmony 2.0) /S /Heading#201#2CHeading#201#20Char >> << mjcmgjc prmo`ss" (Hwy`r, _ofurr, ajh Mf 1763, p. l`tw``j najueaotur`rs ajh tf`gr cmmhs' suppig`rs, as, "dust-gj-tgn`" prmour`n`jt ajh "tmtai quaigty najac`-, (<) r`iatgmjai `xofajc`s gjvmivgjc s`rvgo` prmvgh`rs, as l`-, tw``j ahv`rtgsgjc mr nark`tgjc r`s`arof ac`jog`s aj, Taitnaj, ajh H`sfpajh` 177<); (?) /P 606 0 R /C /Heading#201#2CHeading#201#20Char >> 438 0 obj /A 945 0 R 31 0 obj << << 179 0 obj << /A 953 0 R endobj [PDF] The Impact of Customer Relationship Marketing Tactics on Customer endobj /K 35 endobj /P 644 0 R /K 5 /A 827 0 R /P 14 0 R /CS0 [/ICCBased 466 0 R] (2002, p. 437) argued that the commitment-trust theory /A 678 0 R >> /K 100 130 0 obj Enter the email address you signed up with and we'll email you a reset link. /C /Normal /Properties << 2009-07-07T11:02:57Z << /Rotate 0 330 0 obj /SpaceAfter 12.0 /C /Normal /S /Normal /C /Normal The relationship commitment-trust theory by Morgan and Hunt (1994) has been particularly influential. /P 14 0 R /StructParents 3 << >> /Pg 31 0 R << /Pg 27 0 R /S /author 32 0 obj /Kids [17 0 R 21 0 R 22 0 R 23 0 R 24 0 R 25 0 R 26 0 R] 1 0 obj /C /Normal >> /S /Normal >> /C /Normal endobj << /P 892 0 R /S /bibliography >> JRAPublish 3.000 << The objective of this research is to detect the influence of trust on the consumer's affective, continuance and normative commitment as well as their effect on the consumer's responses to dissatisfaction and counter persuasion.

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