Determinants and outcomes of relationship quality : a conceptual model and empirical investigation

Amy WONG, Lianxi ZHOU

Research output: Journal PublicationsJournal Article (refereed)

44 Citations (Scopus)

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.
Original languageEnglish
Pages (from-to)81-105
Number of pages25
JournalJournal of International Consumer Marketing
Volume18
Issue number3
DOIs
Publication statusPublished - 1 Jan 2006
Externally publishedYes

Keywords

  • Customer commitment
  • Customer loyalty
  • Customer satisfaction
  • Relationship quality
  • Retail industry
  • Service quality

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