How Do Firms Manage Their Long-term Customer Relationship? The Role of Customer Experience and Constructive Mechanism on Customer Commitment from Utilitarian and Hedonic Perspectives
Bibliographic Data
| ID | 16911642 |
|---|---|
| Authors | Yajing Duan (0009-0005-1173-7424, Fudan University), Lingzhi Brian Fang (0000-0002-6434-2443, Communication University of Zhejiang, corresponding author) |
| Year | 2025 |
| Volume | 15 |
| Issue | 1 |
| Publication date | 2025-01-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | SAGE Open (JOURNAL) |
| Journal identifiers | ISSN: 2158-2440 • E-ISSN: 2158-2440 |
| Publisher | SAGE Publications (PUBLISHER • US) |
| DOI | 10.1177/21582440251323580 |
| OpenAlex | W4408144309 |
| Language | EN |
| References cited | 56 |
Customer commitment has garnered the attention of industries and academics. Prior studies indicated that utilitarian and hedonic values are strongly connected to customer experience; they can offer a novel comprehension of how customer commitment is established. However, few studies unveiled such constructive mechanisms, and the scarcity of such studies has created a theoretical gap. Considering the research gap, this study explores a constructive mechanism, proposing a theoretical model from the utilitarian and hedonic values aspects. After collecting responses to 405 questionnaires from the majority of target customers and adopting several statistical methods to examine the theoretical model, this study reveals the concrete and constructive mechanism of customer experience on customer commitment from the utilitarian and hedonic value perspectives. The findings show that customer commitment is constructed from utilitarian and hedonic perspectives, mediated by customer experience. This study contributes to the customer relationship management research wherein we can better understand the roles played by customer experience in this constructive mechanism, and comprehend the function of utilitarian and hedonic values. Several practical implications are proposed. However, the scarcity of further studies on the distinction between utilitarian and hedonic aspects and a detailed discussion on customer commitment are limitations of this study, creating a new research gap and necessitating future studies to fill this gap
Business · Constructive · Customer advocacy · Customer delight · Customer intelligence · Customer retention · Customer to customer · Epistemology · Service quality · Computer Science · Consumer Behavior in Brand Consumption and Identification · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Psychology · Marketing
Conceptualizing, Measuring, and Managing Customer-Based Brand Equity
Two decades of customer experience research in hospitality and tourism
Customer experience
Measuring the Hedonic and Utilitarian Dimensions of Consumer Attitude
“Pls-Sem
Developing and validating a multidimensional consumer-based brand equity scale
Understanding Customer Experience Throughout the Customer Journey
Brand Experience
When and How Artificial Intelligence Augments Employee Creativity
Customer Experience Creation
SPSS and SAS procedures for estimating indirect effects in simple mediation models
“In A.I. we trust?” The effects of parasocial interaction and technopian versus luddite ideological views on chatbot-based customer relationship management in the emerging “feeling economy”
Psychological Distance Between Categories in the Likert Scale
The measurement and antecedents of affective, continuance and normative commitment to the organization
Assessing the Dimensionality and Structure of the Consumption Experience
The Experiential Aspects of Consumption
| Citation velocity | historical |
|---|---|
| Highly cited | No |