The DOI matches its Crossref record; 20 of the 20 references it cites were found in a registry or an index.
Measuring the quality of relationships in consumer services: an empirical study
Abstract
Increasingly, firms are recognizing the value of establishing close relationships with their customers as a means of retaining existing customers. Also, firms are realizing that the intangible aspects of a relationship are not easily duplicated by competition, thus providing a sustainable competitive advantage to the firm. In this paper, we provide firms with a scale for measuring the quality of these intangible relationships between service firms and their customers. We then test this scale against the related, yet dissimilar scale for service quality to determine whether the relationship quality (RQ) scale adds any further explanation of behavioral intentions. Our results indicate that relationship quality is a distinct construct from service quality and that RQ is a better predictor of behavioral intentions than service quality.
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Cites
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Cited by
Relationship quality as a predictor of B2B customer loyalty
Rauyruen, P., & Miller, K. E. (2007) · Journal of Business Research · doi:10.1016/j.jbusres.2005.11.006 · Cited by 1,123
Cristobal, E., Flavián, C., & Guinalíu, M. (2007) · Managing Service Quality: An International Journal · doi:10.1108/09604520710744326 · Cited by 788
Casaló, L. V., Flavián, C., & Guinalíu, M. (2008) · International Journal of Bank Marketing · doi:10.1108/02652320810902433 · Cited by 482
Customer engagement behaviors: The role of service convenience, fairness and quality
Roy, S. K., Shekhar, V., Lassar, W. M., & Chen, T. (2018) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2018.07.018 · Cited by 313
Casaló, L., Flavián, C., & Guinalíu, M. (2008) · Computers in Human Behavior · doi:10.1016/j.chb.2007.01.017 · Cited by 308
Metadata
- Authors
- Roberts, K., Varki, S., & Brodie, R.
- Venue
- European Journal of Marketing
- Publisher
- Emerald
- Published
- 2003-02-01
- Volume
- 37
- Issue
- 1/2
- Pages
- 169-196
- ISSN
- 0309-0566 (ISSN-L)
- OpenAlex
- W1981635817
- Cited by
- 708
- References
- 20
- FWCI
- 16.13
- Type
- journal article
- Language
- en
- Open access
- closed
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
