Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Predictors and outcomes of relationship quality: a guide for customer‐oriented strategies

Predictors and outcomes of relationship quality: a guide for customer‐oriented strategies Purpose – This paper aims to examine the influence of a number of factors on relationship quality and also study the impact of relationship quality on customer's behavioral intentions. Design/methodology/approach – Based on prior studies we tried to develop a comprehensive model. The model covered different antecedents and consequences of relationship quality. Responses of a total of 217 key customers of a semi‐private bank were considered. Structural equation modeling (SEM) was then used to test the research model and hypotheses. Findings – This research evaluated the impact of a series of potential factors on relationship quality. While trust, competency and commitment had a positive impact on relationship quality, communication and conflict handling did not show a significant relationship with this variable. Moreover relationship quality had a significant relationship with customer satisfaction. Furthermore, customer satisfaction had a positive impact on re‐purchase intentions, positive word‐of‐mouth and customer's positive feedback. Originality/value – While most studies have considered only the perquisites or the outcomes of relationship quality, this study has tried to provide a comprehensive understanding about both antecedents and consequences of relationship quality in one model. Since there was a lack of such research especially in countries with rather collective cultures like Iran, this paper can provide theoretical basis for future studies as well as practical implications for managers and practitioners. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Business Strategy Series Emerald Publishing

Predictors and outcomes of relationship quality: a guide for customer‐oriented strategies

Zahra Tohidinia; Mohammad Haghighi
Business Strategy Series , Volume 12 (5): 15 – Sep 6, 2011
Download PDF
15 pages

Loading next page...
 
/lp/emerald-publishing/predictors-and-outcomes-of-relationship-quality-a-guide-for-customer-JHN18kyHre
Publisher
Emerald Publishing
Copyright
Copyright © 2011 Emerald Group Publishing Limited. All rights reserved.
ISSN
1751-5637
DOI
10.1108/17515631111166889
Publisher site
See Article on Publisher Site

Abstract

Purpose – This paper aims to examine the influence of a number of factors on relationship quality and also study the impact of relationship quality on customer's behavioral intentions. Design/methodology/approach – Based on prior studies we tried to develop a comprehensive model. The model covered different antecedents and consequences of relationship quality. Responses of a total of 217 key customers of a semi‐private bank were considered. Structural equation modeling (SEM) was then used to test the research model and hypotheses. Findings – This research evaluated the impact of a series of potential factors on relationship quality. While trust, competency and commitment had a positive impact on relationship quality, communication and conflict handling did not show a significant relationship with this variable. Moreover relationship quality had a significant relationship with customer satisfaction. Furthermore, customer satisfaction had a positive impact on re‐purchase intentions, positive word‐of‐mouth and customer's positive feedback. Originality/value – While most studies have considered only the perquisites or the outcomes of relationship quality, this study has tried to provide a comprehensive understanding about both antecedents and consequences of relationship quality in one model. Since there was a lack of such research especially in countries with rather collective cultures like Iran, this paper can provide theoretical basis for future studies as well as practical implications for managers and practitioners.

Journal

Business Strategy Series – Emerald Publishing

Published: Sep 6, 2011

Keywords: Customer relationship management; Customer retention; Customer satisfaction

References

  • Customer satisfaction and word of mouth
    Anderson, E.
  • Determinants of continuity in conventional industrial channel dyads
    Anderson, E.; Weitz, B.A.
  • The use of pledges to build and sustain commitment in distribution channels
    Anderson, E.; Weitz, B.A.
  • A model of distributor firm and manufacturer firm working partnerships
    Anderson, J.C.; Narus, J.A.
  • On the evaluation of structural equation model
    Bagozzi, R.P.; Yi, Y.
  • Notes on the concept of commitment
    Becker, H.S.
  • Determinants of relationship quality: an artificial neural network analysis
    Bejou, D.; Wray, B.; Ingram, T.N.
  • Customers' motivations for maintaining relationships with service providers
    Bendapudi, N.; Berry, L.
  • Relationship marketing of services – growing interest, emerging perspectives
    Berry, L.L.
  • Relationship marketing of services – perspectives from 1983 and 2000
    Berry, L.L.
  • Back translation for cross‐cultural research
    Brislin, R.W.
  • Spreading the word: investigating antecedents of consumers' positive word‐of‐mouth intentions and behaviors in a retailing context
    Brown, T.J.; Barry, T.E.; Dacin, P.A.; Gunst, R.F.
  • Relationship Marketing: Bringing Quality, Customer Service and Marketing Together
    Christopher, M.; Payne, A.; Ballantyne, D.
  • An investigation into the determinants of customer satisfaction
    Churchill, G.A.; Surprenant, C.J.
  • Customers that Count – How to Build Living Relationships with Your Most Valuable Customers
    Cram, T.
  • Relationship quality in services selling: an interpersonal influence perspective
    Crosby, L.A.; Evans, K.R.; Cowles, D.
  • Conflict‐handling style measurement: a best‐worst scaling application
    Daly, T.M.; Lee, J.A.; Soutar, G.N.; Rasmi, S.
  • The Market Driven Organization: Understanding, Attracting and Keeping Valuable Customers
    Day, G.S.
  • Evaluating structural equation models with unobservable variables and measurement error
    Fornell, C.; Larcker, D.F.
  • Exploring the customer feedback process
    Fundin, A.; Bergman, B.
  • Pulse: mining customer opinions from free text (IDA 2005)
    Gamon, M.; Aue, A.; Corston‐Oliver, S.; Ringger, E.
  • Generating positive word‐of‐mouth communication through customer‐employee relationships
    Gremler, D.D.; Gwinner, K.P.; Brown, S.W.
  • The effect of compensation on repurchase intentions in service recovery
    Grewal, D.; Roggeveen, A.L.; Tsiros, M.
  • Implementation requires a relationship marketing paradigm
    Gummesson, E.
  • Ethical and legal foundations of relational marketing exchanges
    Gundlach, G.; Murphy, P.
  • Multivariate Data Analysis with Readings
    Hair, J.F.; Anderson, R.E.; Tatham, R.L.; Black, W.C.
  • The measurement of word‐of‐mouth communication and an investigation of service quality and customer commitment as potential antecedents
    Harrison‐Walker, J.
  • Customer repurchase intention: a general structural equation model
    Hellier, P.K.; Geursen, G.M.; Carr, R.A.; Rickard, J.A.
  • Relationship Marketing: Gaining Competitive Advantage through Customer Satisfaction and Customer Retention
    Hennig‐Thurau, T.; Hansen, U.
  • The impact of customer satisfaction and relationship quality and customer retention: a critical reassessment and model development
    Hennig‐Thurau, T.; Klee, A.
  • The art of service recovery: fact or fiction?
    Hocutt, M.A.; Bowers, M.R.; Donavan, D.T.
  • The explanatory foundations of relationship marketing theory
    Hunt, S.D.; Arnett, D.B.; Mahdhavaram, S.
  • Relationship quality and buyer‐seller interactions in channels of distribution
    Jap, S.D.; Manolis, C.; Weitz, B.A.
  • Measurement: reliability, construct validation and scale construction
    John, O.P.; Benet‐Martinez, V.
  • LISREL 8: Structural Equation Modeling
    Jöreskog, K.G.; Sörbom, D.
  • Role of relationship marketing in competitive marketing strategy
    Kanagal, N.
  • Knowledge sharing and firm innovation capability: an empirical study
    Lin, H.F.
  • Service recovery's influence on consumer satisfaction, positive word‐of‐mouth and purchase intentions
    Maxham, J.G.
  • Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent
    Maxham, J.G.; Netemeyer, R.G.
  • Satisfaction, repurchase intent and repurchase behavior: investigating the moderating effect of customer characteristics
    Mittal, V.; Kamakura, W.
  • Relationships between providers and users of market research: the dynamics of trust within and between organizations
    Moorman, C.; Zaltman, A.; Deshpandé, R.
  • The commitment‐trust theory of relationship marketing
    Morgan, R.M.; Hunt, S.D.
  • Factorial and discriminant analyses of the underpinnings of relationship marketing and customer satisfaction
    Ndubisi, N.O.; Wah, C.K.
  • Supplier‐customer relationship management and customer loyalty: the banking industry perspective
    Ndubisi, N.O.; Wah, C.K.; Ndubisi, G.C.
  • A cognitive model of the antecedents and consequences of satisfaction decisions
    Oliver, R.L.
  • Whence consumer loyalty?
    Oliver, R.L.
  • A conceptual model of service quality and its implications for future research
    Parasuraman, A.; Zeithaml, V.A.; Berry, L.L.
  • The domain and conceptual foundations of relationship marketing
    Parvatiyar, A.; Sheth, J.N.
  • Consumer acceptance of electronic commerce: integrating trust and risk with the technology acceptance model
    Pavlou, P.A.
  • A strategic framework for customer relationship management
    Payne, A.; Frow, P.
  • Toward a theory of managing organizational conflict
    Rahim, M.A.
  • On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth
    Ranaweera, C.; Prabhu, J.
  • The value concept and relationship marketing
    Ravald, A.; Grönroos, C.
  • The loyalty effect – the relationship between loyalty and profits
    Reichheld, F.F.; Markey, R.G.; Hopton, C.
  • Defining service quality for customer‐driven business development – a housing‐mortgage company case
    Roos, I.; Gustafsson, A.; Edvardson, B.
  • Customer satisfaction, customer retention and market share
    Rust, R.T.; Zahorik, A.J.
  • Cross‐functional issues in the implementation of relationship marketing through customer relationship management
    Ryals, L.; Knox, S.
  • Data mining techniques for customer relationship management
    Rygielski, C.; Wang, J.C.; Yen, D.C.
  • Knowledge sharing behavior of physicians in hospitals
    Ryu, S.; Ho, S.H.; Han, I.
  • Service quality, satisfaction and behavioural intentions: a study of low‐cost airline carriers in Thailand
    Saha, G.C.; Theingi
  • Buyer‐seller relationship development episodes: theories and methods
    Schurr, P.H.
  • Antecedents and consequences of trust and satisfaction in buyer‐seller relationships
    Selnes, F.
  • Relationship marketing in consumer markets: antecedents and consequences
    Sheth, J.N.; Parvatiyar, A.
  • Customer Relationship Management: Emerging Concepts, Tools, and Applications
    Sheth, J.N.; Shainesh, G.
  • A model of customer satisfaction with service encounters involving failure and recovery
    Smith, A.K.; Bolton, R.N.; Wagner, J.
  • Customer satisfaction and its consequences on the customer behaviour revisited: the impact of different levels of satisfaction on word‐of‐mouth, feedback to the supplier and loyalty
    Söderlund, M.
  • Measuring customer loyalty with multi‐item scales: a case for caution?
    Söderlund, M.
  • Antecedents and consequences of conflict‐handling behaviours
    Song, M.X.; Xie, J.; Dyer, B.
  • Ignoring your best customer? An investigation of customer satisfaction, customer retention and their financial impact
    Sun Carnegie, B.; Wilcox, R.; Zhu, T.
  • Determinants of e‐repurchase intentions: an integrative model of quadruple retention drivers
    Tsai, H.T.; Huang, H.C.
  • Customer Satisfaction Measurement Simplified: A Step by Step Guide for ISO 9001‐2000 Certification
    Vavra, T.G.
  • Service quality and customer retention: building long term relationships
    Venetis, A.K.; Ghauri, P.N.
  • Postswitching negative word of mouth
    Wangenheim, F.
  • Relationship marketing and distribution channels
    Weitz, B.A.; Jap, S.D.
  • Using neural network analysis to evaluate buyer‐seller relationships
    Wray, B.; Palmer, A.; Bejou, D.
  • Adopting customer relationship management technology
    Xu, Y.; Yen, D.C.; Lin, B.; Chou, D.C.
  • The behavioral consequences of service quality
    Zeithaml, V.A.; Berry, L.L.; Parasuraman, A.
  • Information, communication, knowledge
    Ziman, J.M.