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The Moderating Role of Service Environment on the Customer Share → Customer Commitment Relationship

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New Meanings for Marketing in a New Millennium

Abstract

This research makes three important contributions. First, the study provides evidence that the atmosphere created by varying service environments influences consumer loyalty. Second, these effects are captured by a two-dimensional representation of consumer loyalty - behavioral and attitudinal. Third, the type of service environment, lean versus elaborate, significantly alters the process by which true consumer commitment is created.

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Author information

Authors and Affiliations

  1. Mississippi, USA

    Barry J. Babin, James S. Boles & Mitch Griffin

Authors
  1. Barry J. Babin
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  2. James S. Boles
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  3. Mitch Griffin
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Editor information

Editors and Affiliations

  1. Mississippi State University, Mississippi State, Mississippi, USA

    Melissa Moore

  2. Mississippi State University, Mississippi State, Mississippi, USA

    Robert S. Moore

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© 2015 Academy of Marketing Science

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Babin, B.J., Boles, J.S., Griffin, M. (2015). The Moderating Role of Service Environment on the Customer Share → Customer Commitment Relationship. In: Moore, M., Moore, R. (eds) New Meanings for Marketing in a New Millennium. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-11927-4_90

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