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Journal of Service Research
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Direct and Indirect Effects of Commitment to a Service Employee on the Intention to Stay

Håvard Hansen

Norwegian School of Management

Kåre Sandvik

Buskerud University College

Fred Selnes

Norwegian School of Management

The article presents a model for understanding the role of customers' commitment to service employees and their intention to stay with the firm. The model consists of two kinds of commitment—calculative and affective—to both the service employee and the service firm. The model is tested with a sample of bank customers. The findings support the direct effect of commitment to service employees on commitment to the service firm and the indirect effect on intention to stay.

Key Words: commitment • loyalty • services • interpersonal relationships

Journal of Service Research, Vol. 5, No. 4, 356-368 (2003)
DOI: 10.1177/1094670503005004007
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