The DOI matches its Crossref record; 11 of the 11 references it cites were found in a registry or an index.
The impact of interpersonal relationships on customer satisfaction and loyalty to the service provider
Abstract
The focus on ongoing customer relationships is the most distinctive aspect of relationship marketing. To date we still have a poor understanding of the role played by interpersonal‐related factors in gaining and developing customer loyalty. This paper explores the impact of interpersonal relationships (both with a firm employee and with another customer) on customer satisfaction and loyalty towards the firm. Based on a review of different streams of research, the paper develops and empirically tests an original multi‐level and multi‐subject model. The findings show that customer‐to‐employee and customer‐to‐customer relationships contribute differently to the development of customer loyalty. Finally, the paper discusses managerial implications and directions for future research.
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Cites
A Paradigm for Developing Better Measures of Marketing Constructs
Churchill, G. A. (1979) · Journal of Marketing Research · doi:10.1177/002224377901600110 · Cited by 16,549
An Examination of the Nature of Trust in Buyer-Seller Relationships
Doney, P. M., & Cannon, J. P. (1997) · Journal of Marketing · doi:10.2307/1251829 · Cited by 6,822
A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
Relationship Quality in Services Selling: An Interpersonal Influence Perspective
Crosby, L. A., Evans, K. R., & Cowles, D. (1990) · Journal of Marketing · doi:10.1177/002224299005400306 · Cited by 4,763
Muniz, A. M., & O'Guinn, T. C. (2001) · Journal of Consumer Research · doi:10.1086/319618 · Cited by 3,998
Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002) · Journal of Service Research · doi:10.1177/1094670502004003006 · Cited by 2,301
Oliver, R. L., & Swan, J. E. (1989) · Journal of Marketing · doi:10.1177/002224298905300202 · Cited by 2,084
The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study
Hallowell, R. (1996) · International Journal of Service Industry Management · doi:10.1108/09564239610129931 · Cited by 1,862
Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice
Bitner, M. J., & Hubbert, A. R. (1994) · Service Quality: New Directions in Theory and Practice · doi:10.4135/9781452229102.n3 · Cited by 852
Distinguishing between service relationships and encounters.
Gutek, B. A., Bhappu, A. D., Liao-Troth, M. A., & Cherry, B. (1999) · Journal of Applied Psychology · doi:10.1037/0021-9010.84.2.218 · Cited by 346
Cited by
Effects of e-CRM on customer–bank relationship quality and outcomes: The case of Thailand
Sivaraks, P., Krairit, D., & Tang, J. C. S. (2011) · The Journal of High Technology Management Research · doi:10.1016/j.hitech.2011.09.006 · Cited by 98
OUTCOMES OF RELATIONAL BENEFITS: RESTAURANT CUSTOMERS' PERSPECTIVE
Han, H., & Kim, W. (2009) · Journal of Travel & Tourism Marketing · doi:10.1080/10548400903356236 · Cited by 83
Metadata
- Authors
- Guenzi, P., & Pelloni, O.
- Venue
- International Journal of Service Industry Management
- Publisher
- Emerald
- Published
- 2004-09-01
- Volume
- 15
- Issue
- 4
- Pages
- 365-384
- ISSN
- 0956-4233 (ISSN-L)
- OpenAlex
- W1980197955
- Cited by
- 292
- References
- 11
- FWCI
- 8.61
- Type
- journal article
- Language
- en
- Open access
- closed
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Data sources
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.
