Does relationship marketing matter in online retailing? A meta-analytic approach
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Prior meta-analyses identify relationship quality as a mediator of the relational benefits-customer loyalty relationship.
“Second, in prior meta-analyses that have shaped relationship marketing theory (Palmatier et al. 2006; Verma et al. 2016), the authors identify relationship quality as a mediator of the relational benefits-customer loyalty relationship.”
From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Verma et al. 2016
Prior meta-analyses often conceptualize relational benefits as a single, general construct, discounting the potentially divergent effects of different relational benefits on customer outcomes.
“Prior meta-analyses (Palmatier et al. 2006; Verma et al. 2016) often conceptualize relational benefits as a single, general construct, discounting the potentially divergent effects of different relational benefits on customer outcomes.”
From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Verma et al. 2016
A unidimensional approach to relational benefits might not adequately capture the influence of each benefit component on customer loyalty.
“These results also suggest that a unidimensional approach to relational benefits (e.g., Palmatier et al. 2006; Verma et al. 2016) might not adequately capture the influence of each benefit component on customer loyalty.”
From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Verma et al. 2016
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Understanding and managing customer relational benefits in services: a meta-analysis
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- Authors
- Verma, V., Sharma, D., & Sheth, J.
- Affiliations
- Indian Institute of Management Ahmedabad (IN)
- Emory University (US)
- Corresponding author
- Verma, Varsha
- Venue
- Journal of the Academy of Marketing Science
- Published
- 2015-02-17
- Volume
- 44
- Issue
- 2
- Pages
- 206-217
- ISSN
- 0092-0703 (ISSN-L)
- 1552-7824
- OpenAlex
- W2044086157
- Cited by
- 247
- References
- 58
- Citations by year
- 2026: 4 · 2025: 15 · 2024: 15 · 2023: 19 · 2022: 36 · 2021: 33 · 2020: 47 · 2019: 26 · 2018: 21 · 2017: 21 · 2016: 8 · 2015: 2
- FWCI
- 38.24
- Type
- journal article
- Language
- en
- Open access
- closed
- Licence
- www.springer.com/tdm (tdm)
- Locations
- Journal of the Academy of Marketing Science (publishedVersion)
- RePEc: Research Papers in Economics (submittedVersion)
- Funders
- University of South Carolina
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Sociology and Political Science › Digital Marketing and Social Media
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
- Keywords
- relationship marketing, online retail, consumer trust, customer commitment, relationship quality, relationship satisfaction, similarity, word of mouth, online customer relationships
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