Pages 9 (2259 words)
These days many commercial organizations seek to earn their customers’ commitment in order to remain successful and profitable. Commitment itself has been studied by the fields of psychology, marketing and organizational behavior, and in relation to marketing it can be defined as a desire to maintain a positive and long-term relationship…
Commitment, as Jones et al. outline, has some specific characteristics. First of all, it is targeted – a person can be committed to different things, including company’s product or the company itself. The subject of the commitment is, thus, what connects an individual with the organization through the person’s psychological attachment. Secondly, commitment may take different forms. Among them are affective, normative and continuance commitment. Each type of commitment has a different psychological basis. Finally, each of the three types of commitment generates “different effects on various relationship-related outcomes”. This means that, depending on which type of commitment a customer experiences, the individual is more or less likely to be willing to maintain the relationship with the subject of commitment. Similarly, the type of commitment determines how loyal that individual is to the brand or company, and how likely he or she is to abandon the brand or company.
Affective commitment, according to Gruen, Summers and Acito can be defined as a degree of customer’s psychological attachment to the commitment target. This type of commitment is based on customer’s positive feelings towards the subject of commitment and is a predictor of such responses as advocacy, co-production, willingness to pay more, as well as the number of purchased items. Therefore, in order to build affective commitment of a customer the company has to make sure its brand, product or service evokes positive associations. Such positive associations can be supported by good company image, its CSR activities, or simply well-designed advertising campaign. ...