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Psychological bonds and their impact on behavioral loyalty in auditor-client relationships

Psychological bonds and their impact on behavioral loyalty in auditor-client relationships

Kuenzel, Sven and Krolikowska, Ewa (2008) Psychological bonds and their impact on behavioral loyalty in auditor-client relationships. Managerial Auditing Journal, 23 (4). pp. 328-344. ISSN 0268-6902 (doi:https://doi.org/10.1108/02686900810864291)

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Abstract

Purpose – The purpose of this paper is to examine the effect of the psychological bond on behavioral loyalty (word-of-mouth, continuance and non-audit services) to audit firms providing services to companies listed on the Polish Stock Exchange.

Design/methodology/approach – A model is proposed and tested using structural equation modeling with LISREL. Data were collected from top executives of companies listed on the Warsaw Stock Exchange.

Findings – The psychological bond has a positive effect on word-of-mouth, continuance and non-audit services.

Research limitations/implications – The current research is limited to the investigation of the psychological bond as an antecedent of behavioral loyalty in Poland. Future research should identify and assess other antecedents and replicate these across different countries. A longitudinal survey across different points in time might reveal more useful information about auditor-client relationships.

Practical implications – Auditors need to consider ways in which they can develop the psychological bond with their clients. This bond is the basis for the client believing the audit firm is superior to others, which has been found to lead to behavioral loyalty in this study. In particular, management of the auditor brand and reputation, personal experience of the audit firm and alumni relations are discussed as ways of enhancing the psychological bond among client executives.

Originality/value – This study is the first to examine the impact of the psychological bond on behavioral loyalty in auditor-client relationships.

Item Type: Article
Uncontrolled Keywords: auditing, customer loyalty, Poland
Subjects: H Social Sciences > HF Commerce
Faculty / Department / Research Group: Faculty of Business > Centre for Business Network Analysis (CBNA)
Faculty of Business > Networks and Urban Systems Centre (NUSC) > Centre for Business Network Analysis (CBNA)
Faculty of Business > Department of Marketing, Events & Tourism
Related URLs:
Last Modified: 14 Oct 2016 09:06
Selected for GREAT 2016: None
Selected for GREAT 2017: None
Selected for GREAT 2018: None
Selected for GREAT 2019: None
URI: http://gala.gre.ac.uk/id/eprint/2458

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