Transcription of THE MEANING OF COMMITMENT IN PROFESSIONAL …
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THE MEANING OF COMMITMENT IN PROFESSIONAL …
THE MEANING OF COMMITMENT IN PROFESSIONAL . SERVICE RELATIONSHIPS: ISSUES IN RELATING. THEORY TO PRACTICE. Penelope Frow, Cranfield University Introduction This paper considers the MEANING of COMMITMENT within the context of PROFESSIONAL service firm exchange relationships. Several authors identify COMMITMENT as an important component of successful market relationships because it gives rise to co-operative behaviours (Dwyer, Schurr and Oh 1987; Morgan and Hunt 1994; Garbarino and Johnson 1999). A. relationship that is characterised by co-operation between two parties is more likely to be long-term, participative and focused on achieving service quality than one that is not. In business to business relationships, such as those between a service provider and a client, COMMITMENT is evident by investment decisions that seek to establish and maintain long term, mutually beneficial relationships (Beaton and Beaton 1995).
is committed to the organisation but not the customer then he/she may be bound by organisational rules (Organ and Ryan 1995), which may impact negatively on the service received by the customer.
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