Effects Of Relationship Quality Research Articles

Antecedents and consequences of relationship quality in pharmaceutical industries: A structural equation modelling approach.

This study aims to investigate the antecedents and consequences of relationship quality in the Jordanian pharmaceutical industry. A convenience sampling technique was used to select a representative sample of physicians working in the public healthcare sector in Jordan. Particularly, 500 questionnaires were distributed and 374 questionnaires were used in the analyses. Structural Equation Modeling was used to test the research hypotheses. Results revealed that the relationship quality was affected positively by the following antecedent variables (relational selling behavior, expertise, and ethical Relationship) while similarities had no significant effect on the relationship quality. The findings also revealed that the anticipation of future interaction between the physicians and medical representatives was affected positively by relationship quality. This study is the first that adequately examined the relationship quality and the anticipation of future interaction in the Jordanian pharmaceutical sector.

Towards an Integrative Framework of Relationship Quality in a Retail Setting: Evidence from an Emerging Economy

Research question: This study aims to propose and empirically examine a relationship quality model in a grocery retail setting in Serbia. Motivation: Whereas relationship quality has been extensively studied in B2B settings and in developed economies, far less research attention has been devoted to the formation and effects of relationship quality in B2C exchange relations in developing economies. This especially holds true for Eastern Eupean emerging economies and the present research aims to fill this gap. Idea: Building upon previous research in service settings, this study proposes customer orientation as an antecedent to relationship quality, comprising relationship satisfaction, customer trust and commitment to a retailer, and attitudinal and behavioural loyalty as consequences of relationship quality. Data: The study has been performed on a convenience sample of 453 grocery retail customers in Serbia, by means of structured questionnaire. Tools: Upon supporting constructs’ validity, structural equation modelling (SEM) has been applied to examine the proposed relationships. Findings: The results of the study indicate significant direct impact of employees’ customer orientation on trust and relationship satisfaction. Commitment to a retailer and relationship satisfaction emerged as direct antecedents to attitudinal and behavioural loyalty, whereas trust emerged as an indirect determinant of loyalty constructs. In terms of total effect, relationship satisfaction emerged as the most influential determinant of both facets of customer loyalty. Contribution: The findings of the study which indicate significant indirect contribution of front-line employees’ customer orientation to attitudinal and behavioural loyalty of customers provide valuable insights for HR management of retail enterprises. In addition, by addressing relationship quality construct and its antecedents and effects in a B2C setting in thus far largely under-studied context, such as an emerging European economy, this study’s findings add to the growing body of knowledge on Relationship Marketing.

E-retailer cognitive and emotional relationship quality: their experiential antecedents and differential impact on brand evangelism

PurposeLimited knowledge exists on the difference in the antecedents and outcomes of relationship quality's cognitive and emotional aspects for e-retailers. This research tests how utilitarian and hedonic shopping values differentially affect “cognitive and emotional” relationship quality components and how the latter differentially affects word-of-mouth and brand evangelism.Design/methodology/approachOnline survey data were collected from 450 Jordanian online shoppers. Structural equation modeling (AMOS 24.0) was employed to analyze the data.FindingsFirst, e-retailer's informativeness and transaction convenience (i.e. utilitarian values), drive more strongly cognitive than emotional relationship quality, whereas e-retailer's escapism and social presence (i.e. hedonic values) drive more strongly emotional than cognitive relationship quality. Second, emotional relationship quality has a strong significant effect on brand evangelism, whereas cognitive relationship quality's effect is insignificant. Third, there are no statistically significant differences concerning the effect of cognitive and emotional relationship quality on word-of-mouth.Originality/valueThe findings of our research are expected to enhance our understanding of e-retailer relationship quality, its emergence and consequences. They would also provide e-retailers with guidance on how to execute growth strategies by focusing on specific types of brand relationship quality, on the other hand.

The Mediating Effect of Negative Emotion on the Well-Being Consequence of Belongingness Deficit Across Ages

Previous studies suggested that the negative influence of belongingness deficit on wellbeing may be driven by an increase in negative emotion, but the age difference of this mediating effect is still uncertain. This study tested the mediating effect of negative emotion in the influence of relationship quality on depressive symptoms across age. Based on the potential biological decline in emotional sensitivity and better management of emotion with age, we hypothesize that negative emotion may be a weaker mediator in driving the consequences of relationship quality among older adults than younger adults. A total of 494 participants (19 – 85 years old, 60% was female) participated in this study at three timepoints with a two-year interval across Hong Kong, USA and Germany. Results suggested a significant partial mediating effect of negative emotion (b = -.0920, 95%LLCI = -.1315 to 95%ULCI = -.0568). In particular, poorer relationship quality at timepoint 1 predicted more negative emotion at timepoint 2 and therefore predicted more depressive symptoms at timepoint 3. More importantly, the mediating effect was moderated by age significantly (b = .0025, 95%LLCI = .0009 to 95%ULCI = .0042). As expected, the mediating effect of negative emotion decreased with age and became not significant among individuals at older age (b = -.0344, BootLLCI = -.0805 to BootULCI = .0075). Future studies can further investigate on age-related mediators in driving the consequences of belonginess deficit.

The antecedents and consequences of online relationship quality in internet purchases

PurposeThe purpose of this paper is to suggest a model for predicting antecedents and consequences of relationship quality in online purchase of physical goods.Design/methodology/approachA total of 462 online buyers in Iran participated in the research by completing questionnaires. The research hypotheses were tested using structural modeling technique.FindingsThe results showed that website quality, online relationship bonds and reputation of seller have positive effect on online relationship quality. The results also showed that online relationship quality has positive effect on electronic word of mouth, online customer share, online customer loyalty and online customer reviews.Research limitations/implicationsIn this research, online relationship quality was considered as a higher-order construct including trust, commitment and satisfaction with the relationship. However, to achieve more accurate results, future researchers can investigate the separate impact of each of the relationship quality dimensions (commitment, trust and satisfaction) on the consequences of online relationship quality.Practical implicationsThis research provides a wide series of antecedents and consequences of online relationship quality for online stores community so that, through being aware of them, internet stores could choose a suitable guideline to sustain their relationship with online customers and, ultimately, obtain customers’ participation in creating value and strengthening their competitive status.Originality/valueThis paper proposes a more comprehensive model of the antecedents and consequences of relationship quality in online purchases for the first time, and it demonstrates which factors strengthen online relationship quality as well as indicates which customer reactions online relationship quality can reinforce and which consequences it can provide for internet shops.

The role of salespeople in developing life insurance customer loyalty

Purpose – The purpose of this paper is to closely investigate the antecedents affecting relationship quality and its consequences between life insurers and their customers. Design/methodology/approach – Data were collected from the customers of life insurers’ customer relationship management centres and were analysed using in-depth interviews and questionnaires. A structural equation modelling approach is employed to test the hypotheses. Findings – The findings are generally consistent with the literature. This study supports all hypotheses. Finally, the findings of this study confirm that relationship quality mediates the effects of salesperson characteristics and relational selling behaviour on customer loyalty. Originality/value – To the authors knowledge, there is little published research that examines antecedents and consequences of relationship quality in life insurance industry in Taiwan. Therefore, in addition to developing high-quality services, life insurers need to establish and maintain long-term relationships with customers in order to create corporate innovation value.

Antecedents and Consequences of Relationship Quality: An Exploratory Study on Hospitals in Thailand

The focal construct in this study is the relationship quality between the hospitals and the patients. The previous studies had developed relationship quality dimensions mostly in terms of “want to” aspect and tested their model in various B2B and B2C contexts. However, in several long-term relationships, “ought to” and “have to” aspects of relationship are also important in helping create the relationship longevity in spite of dissatisfaction in the relationship. Very few empirical researches on relationship quality have captured these dimensions. The objectives of this study were to explore the dimensions of relationship quality by using the Investment Theory (Rusbult, 1980); to explore the antecedents of relationship quality by applying the Transaction Cost Analysis (TCA) Theory (Williamson, 1985); and to explore the consequences of relationship quality by using the Exit-Voice Theory (Hirschman, 1970). The in-depth interviews were conducted with 25 respondents who usually visit the same hospital. Trust, inertia, and dependence were found to be the dimensions of relationship quality. The results also found that the antecedents of relationship quality included doctor expertise, knowledge on patient, patient familiarity, perceived hospital image, doctor effective communication, patient switching risks, and hospital alternative scarcity. The three consequences of relationship quality revealed from the in-depth interviews included constructive feedback, revisit intention, and switching intention. All these antecedents and consequences were also found supported in previous literatures.

Antecedents and Consequences of Relationship Quality in B2B Markets

The purpose of this paper is to examine how service quality, relationship value, relationship quality and customer loyalty play a vital role in the Egyptian business to business market-and to test it empirically in agricultural business customers of chemical manufacturer with respect to their main supplier. The findings of this study show significant positive relationships among the variables under investigation. An international manufacturing company can manage its buyer-seller relationships to gain the trust, commitment, satisfaction, and loyalty of its business customers by offering high service quality. When the goal is to improve corporate marketing performance and increase business with an existing customer, managers should focus on the role of value as a key building block in their relationships. Relationship quality (satisfaction, trust and commitment) appears to be an important antecedent in establishing a sustainable business relationship. The paper adds to the understanding of business relationships in the Egyptian context by studying customer satisfaction, customer loyalty, customer trust, and customer commitment from the perspective of relationship-value-based dimensions. This approach emphasizes the pivotal role of relationship value as well as relationship quality, which has not been studied before in Egyptian business to business relationship markets.

Relationship quality in a coproduction context and the moderating effects of relationship orientation

Despite the much discussed link between relationship quality (RQ) and loyalty, the complexity of the connection and the distinct roles various RQ-constructs play circumstantially merit further investigation. This study examines the RQ effect on attitudinal and behavioural loyalty in a coproduction context, as well as the antecedents of RQ. The results demonstrate that trust is the key factor for increasing the behavioural loyalty of customers, while satisfaction primarily impacts on attitudinal loyalty. Service quality and relationship investment are two major drivers of customer trust and satisfaction. For the moderating effect of relationship orientation, we tested the proposed model on both the relational and transactional segments. We found that trust is the key determinant of loyalty outcomes for the relational segments, while satisfaction is more influential for the transactional segment. Moreover, communication quality pleases the relational segment more than it does the transactional segment. Service firms can use these findings as guidelines to locate resources while implementing customer relationship management programs.

Predictors and outcomes of relationship quality: a guide for customer‐oriented strategies

PurposeThis paper aims to examine the influence of a number of factors on relationship quality and also study the impact of relationship quality on customer's behavioral intentions.Design/methodology/approachBased on prior studies we tried to develop a comprehensive model. The model covered different antecedents and consequences of relationship quality. Responses of a total of 217 key customers of a semi‐private bank were considered. Structural equation modeling (SEM) was then used to test the research model and hypotheses.FindingsThis research evaluated the impact of a series of potential factors on relationship quality. While trust, competency and commitment had a positive impact on relationship quality, communication and conflict handling did not show a significant relationship with this variable. Moreover relationship quality had a significant relationship with customer satisfaction. Furthermore, customer satisfaction had a positive impact on re‐purchase intentions, positive word‐of‐mouth and customer's positive feedback.Originality/valueWhile most studies have considered only the perquisites or the outcomes of relationship quality, this study has tried to provide a comprehensive understanding about both antecedents and consequences of relationship quality in one model. Since there was a lack of such research especially in countries with rather collective cultures like Iran, this paper can provide theoretical basis for future studies as well as practical implications for managers and practitioners.

Antecedents and consequences of relationship quality in athletic services

PurposeThe purpose of this paper is to conceptualise relationship quality (RQ) and determine its antecedents and consequences in athletic services.Design/methodology/approachOne in‐depth case study is carried out in a big fitness centre and involves ten personal interviews with various employees and observation.FindingsRQ is perceived through the behaviour of both provider and customer and the quality of their interaction. RQ antecedents include the personality and skills of employees and customers; the servicescape; the quality of the offer; permanent staff; the relational orientation and reputation of the provider; the power of entertainment, and relationship duration. Finally, RQ effects include the creation of enduring customers; psychologic benefits for customers; employee satisfaction; customer retention and profitability; new service ideas; relationship exploitation, and the personal success and reputation of instructors.Research limitations/implicationsNew variables emerge for analysing the quality of service‐based buyer‐seller relationships. Also, RQ is linked to the everyday behaviour of both parties and not the feelings that they develop such as trust, commitment and satisfaction as previous research demonstrates. However, results are based on one case study. Future research should expand the number of cases; test results empirically and validate them in other types of relationships or services; do dyad (provider and customer) studies, and analyse the factors that influence RQ at different relationship development stages.Practical implicationsThe results of this study offer guidance to athletic services firms on how to increase RQ by selecting and training employees; informing, researching and training customers; the management of the servicescape; the adoption of flexible services; the development of loyal customers; the use of customer ideas, and the enhancement of employee satisfaction.Originality/valueA guide to developing quality relationships in athletic services is provided to fitness centres. New concepts emerge for the management of service‐based buyer‐seller relationships.

A New Look at the Antecedents and Consequences of Relationship Quality in the Hotel Service Environment

As economic conditions improve, hotels are investing in new ways to improve service quality and perceived value that hopefully will lead to better customer satisfaction and loyalty. This study took a new look, with newly developed scales, at the antecedents and consequences of relationship quality in the hotel service environment to shed new light on the factors hotels have to deal with to achieve their objective of satisfied and loyal customers. Using a structural equation model, it was determined that the tangible and intangible factors of perceived value, timeliness, and hotel facilities are antecedents of hotel quality. Hotel quality, subsequently, is a determinant of both customer satisfaction and loyalty. However, consistent with previous research, customer satisfaction is not a guarantee of customer loyalty.

The effects of relationship quality on customer retaliation

This research examines the effects of relationship quality (RQ) on customers' desires to retaliate after service failures. We posit that the effects of RQ are contingent upon the attributions customers make about the firm’s controllability over a service failure. Two competing hypotheses are examined and reconciled. The "love is blind" hypothesis posits that when low controllability is inferred, high RQ customers experience a lesser desire for retaliation than low RQ customers. On the other hand, the "love becomes hate" hypothesis specifies that when high controllability is inferred, high RQ customers experience a greater desire for retaliation than low RQ customers. The hypotheses are tested with a survey-based design and a partial least squares (PLS) model that incorporates a multiplicative latent construct.

Antecedents and consequences of relationship quality in hotel industry

This study investigated the antecedents and consequences of relationship quality. This study will help hotel managers to develop and implement effective relationship marketing strategies. Effective usage of relationship marketing strategies will be able to improve hotel performance such as share of purchases, relationship continuity, and word of mouth. To analyze data collected from 12 five-star hotels in Seoul, the linear structural relationship (LISREL) model was used to identify structural characteristics of relationship management between service providers and guests. The empirical results of this study were threefold. First, greater service providers’ relational and customer orientation resulted in higher relationship quality. Second, better service providers’ attributes resulted in higher relationship quality. Third, higher relationship quality resulted in higher share of purchases and better relationship continuity and share of purchases.

How Salespeople Build Quality Relationships:: A Replication and Extension

This study replicates and extends Crosby, Evans, and Cowles (1990) relationship quality model. It examines the antecedents and consequences of relationship quality between a salesperson and his or her customer using business customers rather than the sample of retail consumers used by Crosby and colleagues. The original study is further extended by the inclusion of equity as a predictor of buyer–salesperson relationship quality. The setting for this replication is a sales environment where a continuous service is sold to business customers. Approximately 1,000 customers responded to the survey instrument. These respondents represent a wide range of organizations including manufacturers, government agencies, retailers, and service firms. Findings from the current study suggest that the Crosby and co-workers model of relationship quality is relatively generalizable to different sales settings. This is indicated by the fit indices for this replication in a business-to-business sales setting AGFI = 0.93; CFI = 0.96; RMR = 0.05. Although our research indicates several differences from those reported in Crosby et al., their results are generally supported. Of the eight possible common relationships tested in the replication, six were significant (p < 0.05). Furthermore, the extension proposed by our research is significant. Equity is shown to be a significant predictor of buyer-salesperson relationship quality. Fit for the extended model is good AGFI = 0.93; CFI = 0.96; RMR = 0.05. The two relationships that were different between our replication and the original study indicate that relationship quality is more important for the business-to-business customer in determining how highly they rate a salesperson than it is for consumers. Furthermore, these findings indicate that individual consumers place greater value on salesperson expertise in determining their evaluation of a salesperson's effectiveness. Overall, the Crosby et al. model exhibits some degree of generalizability in the sales environment investigated in this replication. Implications of the study for building buyer–salesperson relationship are discussed, and suggestions are made concerning for future research topics.