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Relationship quality: an online retail perspective

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conference contribution
posted on 18.08.2017 by Roisin Vize, Joseph Coughlan, Aileen Kennedy, Fiona Ellis-Chadwick
This paper develops a model that empirically examines relationship quality (RQ) as a mediating factor between antecedents (aspects of B2B service quality) and outcomes (aspects of loyalty). Using a data set from retailers with an online presence, the analysis, using Structural Equation Modeling, shows that RQ dimensions, namely trust, satisfaction, and communication quality are positively influenced by service quality dimensions. Satisfaction is shown to have a significant influence on attitudinal loyalty and trust is significantly linked to behavioral aspects of loyalty, that is, retailer’s willingness to pay more for the service. While communication quality is not significantly linked to loyalty, it is influenced by service quality antecedents.

History

School

  • Business and Economics

Department

  • Business

Published in

QUIS 15

Citation

VIZE, R. ... et al., 2017. Relationship quality: an online retail perspective. Presented at QUIS 15, Porto, Portugal, 12-15 June 2017.

Publisher

QUIS

Version

AM (Accepted Manuscript)

Publisher statement

This work is made available according to the conditions of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) licence. Full details of this licence are available at: https://creativecommons.org/licenses/by-nc-nd/4.0/

Acceptance date

31/03/2017

Publication date

2017

Notes

This is a conference paper https://web.fe.up.pt/~quis15/

Language

en

Location

Porto Portugal

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