Thus, in a retail services context, overall service quality would be an immediate antecedent of affective commitment in service relationships. At the same time, to the extent that the elements of service quality represent potential relationship benefits that would be lost in the event of a switching decision, service quality will also drive continuance commitment in the relationship
In online environment, e-service quality would be an immediate antecedent of perceptual commitment in service relationships. Meanwhile, service quality will also drive continuance commitment in the relationship, to the range that the components of e-service quality illustrate potential relationship advantages that would be lost in the event of a switching decision.