Affective Company Commitment (Gustafsson)

ACCGEmotional attachment and reciprocity in a customer-company relationship

4 items 2005 α AVE = 0.69 Free Gustafsson, A., Johnson, M. D., & Roos, I.

What it measures

Four items measure the emotional dimension of a customer's commitment to a company, including pleasure, perceived care, reciprocity, and trust.

Citation

Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing, 69(4), 210–218.

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