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The relationship between exchanged resources and loyalty intentions
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). (CTF)ORCID iD: 0000-0002-7475-680X
University of South Carolina, Columbia, USA .
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies (from 2013). Department of Management/MAPP, Aarhus University, Denmark.ORCID iD: 0000-0002-0283-8777
2019 (English)In: Service Industries Journal, ISSN 0264-2069, E-ISSN 1743-9507Article in journal (Refereed) Epub ahead of print
Abstract [en]

his research aims to revive the applicability of the exchange concept in the marketing domain. The authors draw on current exchange theories to show how members of an aquatic center receive relational, social support, and restorative resources from other center members and employees. They then empirically demonstrate that members’ loyalty to the center is fueled by the resources they receive from others in the center and that their experience in the center mediates the relationship between exchanged resources and member loyalty. This research reveals that service organizations may foster person-place bonds by providing customers with resources over and above goods and services. Customers appreciate resources that transform their well-being, such as social support and natural, restorative resources, and they demonstrate loyalty to places where they can obtain therapeutic resources. From a theoretical standpoint, this work shows support for the notion that the exchange concept is a foundational aspect of a general theory of marketing and explains how the exchange and value concepts in marketing are linked together.

Place, publisher, year, edition, pages
2019.
Keywords [en]
Exchange concept, REPLACE framework, transformative sport service research, attention restoration theory, transformative service research
National Category
Business Administration Psychology Social Sciences Interdisciplinary
Research subject
Business Administration; Psychology
Identifiers
URN: urn:nbn:se:kau:diva-71181DOI: 10.1080/02642069.2018.1561875OAI: oai:DiVA.org:kau-71181DiVA, id: diva2:1290154
Available from: 2019-02-19 Created: 2019-02-19 Last updated: 2019-02-21Bibliographically approved

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Friman, MargaretaOtterbring, Tobias

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  • apa
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Output format
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