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"Penelitian ini bertujuan untuk melihat pengaruh dan perbedaan antara variasi elemen electronic word-of-mouth (eWOM) positif berupa gambar dan teks terhadap persepsi kualitas layanan pada pengguna rutin layanan Bus TransJakarta. Penelitian ini adalah penelitian field experiment dengan desain randomized between subject design pretest-posttest. Partisipan penelitian adalah pengguna Bus TransJakarta minimal empat kali dalam seminggu dan menggunakan aplikasi instant messaging LINE. Partisipan (n=92) dibagi menjadi kelompok eksperimen pertama (KE1) dan kelompok eksperimen kedua (KE2). Penelitian dilakukan dengan pemberian manipulasi eWOM positif dengan template media sosial sebanyak 14 buah selama tujuh hari pada masing-masing kelompok eksperimen. Hasil penelitian menunjukkan bahwa eWOM positif mempengaruhi persepsi kualitas layanan dengan t(91) = 3,824, p < 0,05. Namun tidak terdapat perbedaan skor secara siginfikan pada pengaruh variasi elemen eWOM positif berupa gambar dan teks dengan eWOM positif berupa teks saja, dengan t(90) = 1,291, p < 0.05. Oleh karena itu dapat disimpulkan bahwa terdapat pengaruh elemen eWOM positif berupa gambar teks terhadap persepsi kualitas layanan, namun tidak terdapat perbedaan pengaruh diantara keduanya.

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The purpose of this study is to find the difference and the effect of positive electronic word-of-mouth (eWOM) on perceived service quality on TransJakarta bus user. This study was a field experiment with randomized between subject design pretest-posttest design. Participants in this study were 92 persons who use TransJakarta at least four times a week and active users of LINE instant messaging. Participants were divided into two experimental groups on LINE Messenger. Each groups were given two different variation of manipulation, which are social media template with text only and text and picture, 14 times in seven days straight. The result shows that positive eWOM has effect on perceived service quality with t(91) = 3,824, p < 0,05. However, there is no score difference in positive eWOM text only type and positive eWOM text and picture type, with t(90) = 1,291, p < 0.05. It can be concluded that positive eWOM in picture and text has effect on perceived service quality, but there is no difference between them."

"Komunitas pengguna bus TransJakarta adalah fenomena unik di Jakarta, karena bertentangan dengan teori consumer engagement. eWOM dan citra merek diprediksi mampu meningkatkan consumer engagement pengguna bus TransJakarta. Partisipan adalah pengguna rutin TransJakarta yang memiliki akun sosial media (n=122). Penelitian field experiment dengan desain 2( eWOM teks dan eWOM teks gambar) x 2(citra merek positif dan non citra merek) desain faktorial. Kelompok partisipan mendapatkan eWOM gambar dan kelompok eWOM teks gambar mengenai bus TransJakarta serta ada tambahan salience mengenai citra merek bus TransJakarta. Hasil penelitian menunjukkan tidak terdapat pengaruh variasi eWOM terhadap consumer engagement nilai F(1,122) = 1,791, p>0,05 yang berarti tidak ada efek pengaruh dari variasi eWOM (teks dan teks gambar) terhadap consumer engagement. Efek moderasi yang diduga bisa muncul dari variabel citra merek ternyata tidak menunjukkan signifikansi dalam analisa hasil penelitian, nilai F(1,122) = 1,257, p>0,05 menunjukkan moderator citra merek tidak dapat menguatkan ataupun melemahkan pengaruh variasi eWOM terhadap consumer engagement.

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Busway bus user community is a unique phenomenon in Jakarta, because this phenomenon contradictive with consumer engagement theory. eWOM and brand image predicted to increase consumer engagement bus of TransJakarta users. Participants are bus of TransJakarta users who have social media accounts (n=122). Field experiment research design with 2 (eWOM text and eWOM text images) x 2 (positive brand image and non-image brand) factorial design. Groups of participants get eWOM text and eWOM text images on bus of TransJakarta and salience of the brand image bus of TransJakarta.

The results showed value of F (1,122) = 1.791, p> 0.05, which means there is no effect of the influence of variations eWOM (text and text images) to consumer engagement. Moderating effects that allegedly could arise from the brand image variables did not show significance in the analysis of the research results, the value of F (1,122) = 1.257, p> 0.05 indicates moderator brand image can not strengthen or weaken the effect of variation eWOM to consumer engagement."

"[Tujuan dari penelitian ini untuk melihat pengaruh variasi elemen dan melihat perbedaan pengaruh variasi elemen electronic word-of-mouth positif berupa teks dan gambar-teks terhadap sikap merek pada mengguna bus TransJakarta. Tipe penelitian ini adalah field experiment dengan desain randomized between-subject design (pretest & posttest). Terdapat dua kelompok eksperimen yaitu kelompok variasi elemen teks dan gambar-teks. Partisipan (n = 89) adalah pengguna bus TransJakarta yang memiliki aplikasi LINE. Penelitian dilakukan dengan memberikan 28 electronic word-of-mouth positif selama 7 hari melalui grup LINE. Alat ukur sikap merek sudah diadaptasi dari Wu dan Wang (2011). Hasil penelitian menunjukkan bahwa variasi elemen electronic word-of-mouth positif secara signifikan mempengaruhi sikap merek pada pengguna bus TransJakarta dengan nilai (t(88) = 2.930, p < 0.05). selain itu, variasi elemen electronic wordof- mouth tidak berbeda secara signifikan berpengaruh terhadap sikap merek pada pengguna bus TransJakarta dengan nilai (t(87) = 1.679, p > 0.05).

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The purpose of this study was to examine the effect of positive electronic wordof- mouth element variation that are text and text-with-picture towards TransJakarta bus users? brand attitude. This study was field experiment study with randomized between-subject design (pretest & posttest). The participants (n=89) of this study were a TransJakarta user that used TransJakarta at least four days in a week. Researcher divided the participants into two experiment groups, text-only positive electronic word-of-mouth and text-with-picture positive electronic wordof- mouth. The research was done by giving 28 electronic word-of-mouths for 7 days. The brand attitude was measured by using Wu and Wang (2011) brand attitude scale. The findings showed that electronic word-of-mouth element variation affects TransJakarta users? brand attitude (t(88) = 2.930, p < 0.05). The other findings suggest that there was no significant differences of the effects of electronic word-of-mouth on TransJakarta users? brand attitude (t(87) = 1.679, p > 0.05).;The purpose of this study was to examine the effect of positive electronic wordof- mouth element variation that are text and text-with-picture towards TransJakarta bus users? brand attitude. This study was field experiment study with randomized between-subject design (pretest & posttest). The participants (n=89) of this study were a TransJakarta user that used TransJakarta at least four days in a week. Researcher divided the participants into two experiment groups, text-only positive electronic word-of-mouth and text-with-picture positive electronic wordof- mouth. The research was done by giving 28 electronic word-of-mouths for 7 days. The brand attitude was measured by using Wu and Wang (2011) brand attitude scale. The findings showed that electronic word-of-mouth element variation affects TransJakarta users? brand attitude (t(88) = 2.930, p < 0.05). The other findings suggest that there was no significant differences of the effects of electronic word-of-mouth on TransJakarta users? brand attitude (t(87) = 1.679, p > 0.05).;The purpose of this study was to examine the effect of positive electronic wordof- mouth element variation that are text and text-with-picture towards TransJakarta bus users? brand attitude. This study was field experiment study with randomized between-subject design (pretest & posttest). The participants (n=89) of this study were a TransJakarta user that used TransJakarta at least four days in a week. Researcher divided the participants into two experiment groups, text-only positive electronic word-of-mouth and text-with-picture positive electronic wordof- mouth. The research was done by giving 28 electronic word-of-mouths for 7 days. The brand attitude was measured by using Wu and Wang (2011) brand attitude scale. The findings showed that electronic word-of-mouth element variation affects TransJakarta users? brand attitude (t(88) = 2.930, p < 0.05). The other findings suggest that there was no significant differences of the effects of electronic word-of-mouth on TransJakarta users? brand attitude (t(87) = 1.679, p > 0.05).;The purpose of this study was to examine the effect of positive electronic wordof- mouth element variation that are text and text-with-picture towards TransJakarta bus users’ brand attitude. This study was field experiment study with randomized between-subject design (pretest & posttest). The participants (n=89) of this study were a TransJakarta user that used TransJakarta at least four days in a week. Researcher divided the participants into two experiment groups, text-only positive electronic word-of-mouth and text-with-picture positive electronic wordof- mouth. The research was done by giving 28 electronic word-of-mouths for 7 days. The brand attitude was measured by using Wu and Wang (2011) brand attitude scale. The findings showed that electronic word-of-mouth element variation affects TransJakarta users’ brand attitude (t(88) = 2.930, p < 0.05). The other findings suggest that there was no significant differences of the effects of electronic word-of-mouth on TransJakarta users’ brand attitude (t(87) = 1.679, p > 0.05)., The purpose of this study was to examine the effect of positive electronic wordof-

mouth element variation that are text and text-with-picture towards

TransJakarta bus users’ brand attitude. This study was field experiment study with

randomized between-subject design (pretest & posttest). The participants (n=89)

of this study were a TransJakarta user that used TransJakarta at least four days in a

week. Researcher divided the participants into two experiment groups, text-only

positive electronic word-of-mouth and text-with-picture positive electronic wordof-

mouth. The research was done by giving 28 electronic word-of-mouths for 7

days. The brand attitude was measured by using Wu and Wang (2011) brand

attitude scale. The findings showed that electronic word-of-mouth element

variation affects TransJakarta users’ brand attitude (t(88) = 2.930, p < 0.05). The

other findings suggest that there was no significant differences of the effects of

electronic word-of-mouth on TransJakarta users’ brand attitude (t(87) = 1.679, p >

0.05).]"

"Situs web perusahaan secara umum berdasar kegunaannya dapat dibedakan menjadi dua macam yaitu berfungsi sebagai sarana transaksi seperti pada situs web e-commerce atau e-banking, dan yang kedua berfungsi sebagai penyampai informasi terkait produk atau jasa yang ditawarkan bagi konsumen atau contentdriven. Tujuan dari artikel ini adalah untuk meneliti pengaruh dari electronic service quality pada kepuasan dan sikap seorang konsumen yang mengakses situs web content-driven perusahaan telekomunikasi, kemudian melihat juga pengaruhnya terhadap kepercayaan dan intensi untuk melakukan positif electronic word of mouth. Jumlah observasi yang valid sebanyak 200 responden konsumen generasi Y yang mengakses situs web telekomunikasi, Structure equation modeling digunakan untuk melakukan verifikasi dan validasi model penelitian. Hasil yang didapatkan mengkonfirmasi terdapat pengaruh e-Service Quality pada kepuasan dan sikap konsumen, selanjutnya sikap konsumen pada situs web berpengaruh signifikan terhadap kepercayaannya pada perusahaan provider yang pada akhirnya dapat mempengaruhi intensi konsumen tersebut untuk melakukan positif electronic word-of-mouth. Sedangkan kepuasan konsumen terhadap situs web tidak berpengaruh terhadap kepercayaannya maupun intensi melakukan positif electronic word-of-mouth. Hasil penelitian member pandangan baru bagi perusahaan non e-commerce bahwa situs web yang berisi informasi dapat membangun sikap dan rasa percaya yang pada akhirnya dapat menambah intensi konsumennya untuk melakukan positif electronic word of mouth.

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Corporate website in general has two purposes, used as transactional in ecommerce or e-banking and the others to inform products and services offered by company for the customer or content-driven. The objectives of this article are to examine the effect of electronic service quality toward customer satisfaction and attitude that have accessed content-driven telecommunication website, also to assess the influence toward trust and intention to e-WOM. The numbers of valid observation are 200 respondents on Gen Y consumer that have accessed telecommunication website. Structure equation modeling was employed to verify and validate the research model.

The outcomes confirm the effects showing that e-Service quality affects both customer satisfaction and attitude toward website, then customer attitude toward website affects trust toward provider also customer intention to positive e-WOM is affected both by customer attitude toward website and customer trust toward provider. Whereas the customer satisfaction does not affects trust and intention to positive e-WOM toward provider significantly. The research provides insight into non e-commerce company can use the informational website to improve the customer attitude and trust which in turn will increase their intention in making positive e-WOM."

"Penelitian ini untuk mengetahui pengaruh variasi electronic word-of-mouth positif terhadap persepsi kualitas pengguna TransJakarta dengan citra merek sebagai moderator dengan partisipan pengguna rutin TransJakarta (N=122). Penelitian ini merupakan penelitian eksperimen lapangan dengan desain faktorial 2 (variasi electronic word-of-mouth positif: teks vs teks-gambar) x 2 (citra merek: no salience vs salience) randomized between group dengan pretest dan posttest. Partisipan terbagi dalam empat kelompok eksperimen yaitu kelompok teks, kelompok teks-gambar, kelompok teks salience, dan kelompok teks-gambar salience. Penelitian dilakukan dengan memberikan screen capture electronic word-of-mouth positif sebanyak 14 buah ke setiap kelompok selama 10 hari melalui chatgroup LINE dan WhatsApp.Hasil menunjukkan bahwa variasi electronic word-of-mouth positif tidak berpengaruh secara signifikan terhadap persepsi kualitas (F = 0,157, p > 0,05). Interaksi antara variasi electronic word-of-mouth positif dan citra merek berpengaruh terhadap persepsi kualitas (F = 12,302; p < 0,05). Hal ini menunjukkan bahwa interaksi variasi electronic word-of-mouth positif dengan citra merek berpengaruh terhadap persepsi kualitas. Dengan demikian pengelola bus TransJakarta dapat memberikan electronic word-of-mouth positif berupa teks dan teks-gambar serta meningkatkan citra merek sehingga dapat memengaruhi persepsi kualitas pengguna bus TransJakarta."

"Penelitian ini memiliki tujuan untuk mengetahui pengaruh kualitas integrasi saluran melalui omnichannel retailing terhadap keterlibatan pelanggan (customer engagement) dan hasil positif dari keterlibatan konsumen tersebut berupa niat pembelian ulang (repurchase intention) dan penyebaran pesan positif dari mulut ke mulut (positive word-of-mouth). Desain penelitian yang digunakan adalah conclusive-causal untuk mengetahui pengaruh antar variabel. Metode sampling yang digunakan dalam penelitian ini adalah dengan menggunakan metode single cross sectional. Metode pengumpulan data dengan menggunakan self-administrated-survey yang disebarkan secara online menggunakan google form. Data primer diperoleh dari 100 responden yang pernah mengunjungi online dan offline store Berrybenka dan berbelanja di online atau offline store Berrybenka dalam kurun waktu 6 bulan terakhir. Olah data dalam penelitian ini dilakukan dengan Structural Equation Modeling(SEM) dengan menggunakan software SmartPLS.3. Hasil dalam penelitian ini menunjukkan bahwa kualitas integrasi saluran berpengaruh secara positif terhadap customer engagement dan customer engagement berpengaruh secara positif pada repurchase intentiondan positive word-of-mouth.

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This study aims to determine the effect of channel integration quality through omnichannel retailing on customer engagement and the positive results of consumer involvement in the form of repurchase intention and the spread of positive messages by word of mouth (positive word-of-mouth) The research design used is conclusive-causal to determine the influence between variables. The sampling method used in this study is a singlecross-sectionalmethod. Methods of collecting data usedself-administered surveys that are distributed online using Google Form. Primary data was obtained from 100 respondents who had visited Berrybenkas online and offline store and shop at Berrybenkas online or offline store in the past 6 months. The data in this study was carried out by Structural Equation Modeling (SEM) using SmartPLS software.3. The results in this study indicate that the quality of channel integration positively influences customer engagement and customer engagement positively influences repurchase intention and positive word-of-mouth."

"Kesuksesan perusahaan tergantung pada bagaimana perusahaan membangun ikatan dengan stakeholder kunci, yaitu pelanggan. Pelanggan sebagai stakeholder ini dimaksudkan bahwa setiap pelanggan memiliki peran pada satu atau lebih jaringan sosial dimana pada jaringan tersebut mereka saling mempengaruhi melalui komunikasi eWOM perilaku satu sama lain yang dapat menguatkan ataupun melemahkan ikatan tersebut. Disinilah komunikasi eWOM memainkan peran penting dalam perusahaan. Komunikasi eWOM terbentuk dikarenakan oleh beberapa hal. Penelitian ini bertujuan untuk menguji pengaruh perceived quality dan perceived value terhadap komunikasi eWOM melalui mediasi customer satisfaction. Penelitian dilakukan dengan sampel pengguna aplikasi Langit Musik. Penelitian ini menggunakan metode penelitian kuantitatif dimana populasi adalah pengguna aplikasi Langit musik di Indonesia. Pengujian hipotesis dilakukan dengan uji analisis jalur. Penelitian ini menemukan bahwa variable perceived quality dan perceived value berpengaruh secara langsung dan signifikan baik seacara simultan maupun parsial terhadap customer satisfaction. Bahwa perceived quality dan perceived value berpengaruh secara tidak langsung terhadap komunikasi eWOM melalui mediasi variabel customer satisfaction. Secara simultan, perceived quality, perceived value, dan customer satisfaction mempengaruhi komunikasi eWOM, sedangkan secara parsial hanya customer satisfaction yang memiliki pengaruh langsung yang signifikan terhadap komunikasi eWOM.

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The company's success depends on how they build a relationship with its main stakeholder, customer. Customer as a stakeholder means that every customer has a role in one or some social network where they influence each other through eWOM communication . This habit can strengthen as well as weaken the relationship. That's why eWOM communication is a vital concern on a company.

The goal of this research is to examine the effect or influence of perceived quality and perceived value to eWOM communication through customer satisfaction mediation. The sample on this research is Langit Musik application user in Indonesia. The hypothesis tested by path analysis.

The result is that perceived quality and perceived value has direct and significant influence, both simultaneously and partially, to customer satisfaction. Simultaneously, perceived quality, perceived value, and customer satisfaction has influence to eWOM communication. Meanwhile, partially, only customer satisfaction has direct and significant influence to eWOM communication. In conclusion, perceived quality and perceived value has indirect influence to eWOM communication through customer satisfaction mediation."

"Potential user merupakan orang yang secara potensial dapat menggunakan barang atau jasa tertentu, meskipun saat ini belum menggunakan. Partisipan penelitian ini adalah potential user bus TransJakarta (N=123). Metode yang digunakan adalah eksperimen dengan tipe field experiment dengan desain 2 (variasi eWOM: teks vs teks gambar) x 2 (citra merek: salience citra merek vs non-salience citra merek) faktorial between subject. Hasil penelitian menunjukkan bahwa terdapat pengaruh variasi eWOM terhadap intensi menggunakan bus TransJakarta (t=-9,262;p<0,05). Kelompok yang diberikan teks gambar tidak memiliki mean skor intensi menggunakan bus TransJakarta lebih tinggi dibandingkan kelompok yang diberikan teks (F(1,119)= 0,468; p>0,05). Kelompok yang diberikan salience citra merek tidak memiliki mean skor intensi menggunakan bus TransJakarta lebih tinggi dibandingkan kelompok yang tidak diberikan salience citra merek (F(1,119)= 3,084; p>0,05). Kelompok yang diberikan salience citra merek tidak berinteraksi secara signifikan dengan eWOM teks dan eWOM teks gambar terhadap intensi menggunakan bus TransJakarta (F(1,119)= 0,287; p>0,05). Variasi eWOM mempengaruhi intensi menggunakan bus TransJakarta, tetapi tidak dimoderasi oleh citra merek. Pengelola bus Transjakarta dapat menjadikan eWOM sebagai media komunikasi untuk meningkatkan intensi menggunakan bus TransJakarta pada potential user.

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Potential user is a person who can potentially use particular product or service, althougt there is currently. The participants of this study is the potential users by bus TransJakarta (N = 123). The method used is experiment with the type of field experiment with 2 (variation eWOM: vs. text caption) x 2 (the brand image: the image of the brand salience vs. non-salience brand image) between subject factorial design. Results showed that there eWOM variation effect to the intention to use Transjakarta (t = -9.262; p <0.05). There is no significant effect on the variable eWOM variation (F (1,119) = 0.468; p> 0.05), the groups that were given the text image does not have the intention to use Transjakarta, the scores higher than the group that was given the text. There is a no significant effect on the brand image variable (F (1,119) = 3.084; p> 0.05), the score of a given group of salience the brand image is not higher than the group that was not given salience brand image. There was no significant interaction effect between variation eWOM, and brand image (F (1,119) = 0.287; p> 0.05), the groups that were given salience the brand image does not interact significantly with eWOM text and captions to the intention to use Transjakarta. Variations eWOM affect the intention of using bus TransJakarta, but aren?t moderated by the brand image. Operation of bus Transjakarta can make eWOM as communication media to increase intention to use bus TransJakarta on potential users."

"Tujuan dari penelitian ini adalah untuk memahami bagaimana kualitas layanan dan persepsi harga yang meliputi harga moneter dan perilaku, mempengaruhi kepuasan pelanggan dan niat perilaku dalam kasus Lion Air setelah insiden JT610. Artikel ini juga membahas bagaimana efek moderasi WOM eksternal mempengaruhi hubungan antara kepuasan pelanggan dan niat perilaku. Selain itu, sampel artikel ini adalah penumpang yang telah diterbangkan oleh Lion Air dalam 6 bulan terakhir. Studi ini memberikan wawasan untuk Lion Air yang merupakan maskapai penerbangan bertarif rendah di Indonesia. Penelitian ini adalah penelitian deskriptif kuantitatif, dengan data yang dikumpulkan melalui survei online, didistribusikan ke seluruh platform media sosial online dan diproses oleh Structural Equation Modeling.Hasil penelitian ini menunjukkan bahwa kualitas layanan secara positif mempengaruhi persepsi harga (harga moneter dan perilaku) dan kepuasan pelanggan. Harga moneter itu sendiri juga memiliki pengaruh positif terhadap kepuasan pelanggan dan pengaruh negatif terhadap niat perilaku. Di sisi lain, harga perilaku tidak berpengaruh terhadap kepuasan pelanggan dan memiliki pengaruh positif terhadap niat perilaku. Selain itu, kepuasan pelanggan ditemukan secara positif mempengaruhi niat perilaku. Namun, tidak ada efek moderasi dari mulut ke mulut terhadap hubungan antara kepuasan pelanggan dan niat perilaku.

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The purpose of this study is to understand how service quality and price perception which includes of monetary and behavioral price, influence customer satisfaction and behavioral intention in a case of Lion Air after JT610 incident. This article also discusses how the moderation effect of external WOM affects the relationship between customer satisfaction and behavioral intention. Moreover, the sample of this article are the passengers who have flown by Lion Air in the past 6 months. This study provides insights for Lion Air which a low-cost airline in Indonesia. This research is a quantitative descriptive study, with the data collected through online survey, distributed throughout online social media platforms and processed by Structural Equation Modelling.

The results of this study indicate that service quality positively influences price perception (monetary and behavioral price) and customer satisfaction. The monetary price itself also has a positive influence towards customer satisfaction and negative influence towards behavioral intention. On the other hand, behavioral price has no influence towards customer satisfaction and has positively influence behavioral intention. Moreover, customer satisfaction is found to positively influence behavioral intention. However, there is no moderation effect of external word of mouth towards the relationship between customer satisfaction and behavioral intention."

"Penelitian ini membahas mengenai bagaimana perceived usefulness, competence trust dan continuous commitment dapat mempengaruhi positive word of mouth pada pengguna Aplikasi Digibank. Penelitian ini menggunakan desain penelitian deskriptif dan single-cross sectional. Penelitian ini mengumpulkan data dengan metode survei dan mengambil sampel dengan metode judgmental sampling. Kuisioner disebar melalui google form dan kepada 130 responden dengan kriteria responden lahir pada tahun antara 1982 sampai 2000, menggunakan aplikasi Digibank dalam 1 bulan terakhir dan responden adalah pengguna aktif Digibank dengan menggunakan minimal 4 transaksi dalam 1 bulan. Pengolahan datanya dilakukan dengan Structural Equation Modeling (SEM) menggunakan software Lisrel 8.51. Hasil penelitian menunjukkan bahwa positive word of mouth hanya dipengaruhi oleh continuous commitment, sedangkan perceived usefulness dan competence trust akan mempengaruhi positive word of mouth apabila di mediasi oleh continuous commitment.

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This study described how the perceived usefulness, competence, trust and continuous commitment to affect positive word of mouth on Digibank App users. This study used a descriptive and single-cross sectional research design. This study collected data with survey methods and used judgmental sampling methods. Questionnaires distributed through google form and to 130 respondents with criteria of respondents born between 1982 and 2000, using the Digibank application in the last 1 month and respondents were active Digibank users using a minimum of 4 transactions in 1 month. Data processing analyzed by Structural Equation Modeling (SEM) using software lisrel 8.51. The results showed that positive word of mouth is only influenced by continuous commitment, while perceived usefulness and competence trust will affect positive word of mouth if mediated by continuous commitment."