Highly Recommended? How Relation-Specific Attachment Styles Bias Customers Willingness to Recommend.

ABSTRACT: Recently concepts from attachment theory are being applied to business situations. In this paper we focus on how relationship specific (RS) versus general (G) attachment styles affect the willingness-to-recommend (WtR) by customers. Such WtR refers to the likelihood of customers to recommend the services of their service provider to other customers, based on their experiences with the provider. This WtR is often measured by means of the Net Promoter Score (NPS) which is assumed to be a reliable (credible) market signal as it originates from customers themselves and not from the firm. This study provides insights in this issue using data from 798 members of an online panel from the Netherlands, covering four service industries. Customers are surveyed on their RS and G attachment styles, tru

SUBMITTER: Verbeke WJMI 

PROVIDER: S-EPMC7298734 | biostudies-literature | 2020

REPOSITORIES: biostudies-literature