Title

Determinants and outcomes of relationship quality : a conceptual model and empirical investigation

Document Type

Journal article

Source Publication

Journal of International Consumer Marketing

Publication Date

1-1-2006

Volume

18

Issue

3

First Page

81

Last Page

105

Keywords

Customer commitment, Customer loyalty, Customer satisfaction, Relationship quality, Retail industry, Service quality

Abstract

This study examines service quality and customer satisfaction as determinants of relationship quality, and the impact of relationship quality on key relational outcomes (customer loyalty and customer commitment). Based on the literature, we develop hypotheses linking relationship quality, service quality, customer satisfaction, customer loyalty, and customer commitment. Three alternative models were compared and tested using empirical data collected in a consumer sample in a retail chain departmental store setting in Australia. The findings suggest that the inclusion of the relationship quality construct in the service quality-satisfaction model can further enhance the predictive value of service quality and customer satisfaction.

DOI

10.1300/J046v18n03_05

Language

English

Print ISSN

08961530

E-ISSN

15287068

Publisher Statement

Copyright © 2006 by The Haworth Press, Inc. All rights reserved. Access to external full text or publisher's version may require subscription.

Full-text Version

Publisher’s Version

Recommended Citation

Wong, A., & Zhou, L. (2006). Determinants and outcomes of relationship quality: A conceptual model and empirical investigation. Journal of International Consumer Marketing, 18(3), 81-105. doi: 10.1300/J046v18n03_05

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