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
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
Language
English
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