Abstract

This paper contributes to the debate on the dimensionality of relational benefits by establishing it as second-order reflective construct with three related but distinct dimensions, namely, confidence benefits, social benefits, and special treatment benefits in the B2C services context. This is one of the few empirical studies to investigate the role of intimacy in service relationships, and the first to illustrate its mediating effects on the benefits–loyalty relationship. While existing literature regards service benefits, trust, and commitment as key pillars, our study proposes complementary contributions of intimacy to customer loyalty formation as an asset for managers to explore.

摘要

本文通过将其建立为具有三个相关但不同的维度（即 B2C 服务环境中的信心收益、社会收益和特殊待遇收益）的二阶反思结构，为关于关系收益维度的辩论做出了贡献。这是为数不多的调查亲密在服务关系中的作用的实证研究之一，也是第一个说明其对利益-忠诚关系的中介作用的研究。虽然现有文献将服务利益、信任和承诺视为关键支柱，但我们的研究提出了亲密关系对客户忠诚度形成的补充贡献，作为管理者探索的资产。