The DOI matches its Crossref record; 7 of the 7 references it cites were found in a registry or an index.
An examination of the relationship between trust, commitment and relationship quality
Abstract
Attempts to examine the concepts of trust and commitment, on two levels of retail relationships: the salesperson level as well as the store level, and test their impact on relationship quality. Based on a review of the literature, a conceptual model has been developed that links trust and commitment to relationship quality. A number of research hypotheses have been formulated to examine the relationships proposed. The paper presents the model developed and discusses some empirical findings from a survey of 1,261 shoppers in a departmental store setting in Victoria, Australia. In particular, the two levels of relationships (salesperson and store level) are examined from the customer’s perspective, using structural equation modelling (LISREL VIII). Concludes with a discussion of the implications of the study and provides directions for future research.
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Cites
The commitment-trust theory of relationship marketing
Morgan, R. M., & Hunt, S. D. (1994) · Journal of Marketing · doi:10.1177/002224299405800302 · Cited by 22,355
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
Developing buyer-seller relationships
Dwyer, F. R., Schurr, P. H., & Oh, S. (1987) · Journal of Marketing · doi:10.1177/002224298705100202 · Cited by 9,139
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
Moorman, C., Zaltman, G., & Deshpande, R. (1992) · Journal of Marketing Research · doi:10.1177/002224379202900303 · Cited by 1,901
Reflections on Relationship Marketing in Consumer Markets
Bagozzi, R. P. (1995) · Journal of the Academy of Marketing Science · doi:10.1177/009207039502300406 · Cited by 557
Iacobucci, D., & Ostrom, A. (1996) · International Journal of Research in Marketing · doi:10.1016/0167-8116(95)00034-8 · Cited by 285
Cited by
Oly Ndubisi, N., & Kok Wah, C. (2005) · International Journal of Bank Marketing · doi:10.1108/02652320510629908 · Cited by 332
A comprehensive model of customer trust in two retail stores
Guenzi, P., Johnson, M. D., & Castaldo, S. (2009) · Journal of Service Management · doi:10.1108/09564230910964408 · Cited by 191
Buying environment characteristics in the context of e‐service
Kim, J., Kim, M., & Kandampully, J. (2009) · European Journal of Marketing · doi:10.1108/03090560910976438 · Cited by 136
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
Weinstein, N., Legate, N., Kumashiro, M., & Ryan, R. M. (2016) · Motivation and Emotion · doi:10.1007/s11031-015-9526-6 · Cited by 33
Metadata
- Authors
- Wong, A., & Sohal, A.
- Venue
- International Journal of Retail & Distribution Management
- Publisher
- Emerald
- Published
- 2002-01-01
- Volume
- 30
- Issue
- 1
- Pages
- 34-50
- ISSN
- 0959-0552 (ISSN-L)
- OpenAlex
- W2078158581
- Cited by
- 518
- References
- 7
- FWCI
- 8.75
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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