Dimensions Of Relationship Quality Research Articles

Bonding with the destination brand during crisis: the role of message consistency

PurposeThis paper studies the process by which tourists establish relationship quality with the destination brand in a crisis situation and the role that message consistency pursued through integrated marketing communications (IMC) has in this process.Design/methodology/approachRelationship quality was analyzed through three key marketing variables: satisfaction, trust and commitment. The impact of message consistency on relationship quality was tested using partial least squares structural equation modeling (PLS-SEM).FindingsResults confirm the interplay between the three relationship quality dimensions and suggest that message consistency directly influences tourist satisfaction and trust in destination service providers, with its impact on affective commitment being mediated by satisfaction.Research limitations/implicationsThis research study is limited to only one geographical context and one type of destination stakeholders.Practical implicationsMessages that consumers receive about a destination brand through multiple touchpoints must be consistent and non-contradictory to reduce consumers' uncertainties during the crisis.Originality/valueThis paper examines an underinvestigated research area of the effects of IMC on consumer–brand relationship outcomes in tourism. The study has a number of theoretical and practical implications for destination marketers during and beyond a crisis situation.

The Role of Empathy and Relationship Quality in Building Customer Loyalty in Community Pharmacies: Evidence from Jordan

Aim: This study explores how pharmacist empathy influences customer loyalty through the mediating role of relationship quality in community pharmacies. Methodology: A cross-sectional study utilizing a web-based questionnaire and convenience sampling was conducted in Jordan. Data were analyzed using Structural Equation Modeling (SEM). Results: A total of 536 responses were gathered and analyzed from all Jordanian regions. The gender distribution was balanced, with 261 males (48.7%) and 275 females (51.3%). The age distribution was concentrated in the 35-44 age group (29.3%), followed by 25-34 (25.6%). The majority had a high level of education, with 323 (60.3%) holding a Bachelor's degree or higher academic qualification (19.0%). Most participants visited pharmacies at least once every six months (50.6%), primarily using independent community pharmacies (52.1%). The study findings highlight a significant positive impact of pharmacist empathy on the three key dimensions of pharmacist-patient relationship quality (trust, satisfaction, and commitment). Furthermore, a significant positive relationship was found between the relationship quality dimensions and both customer loyalty dimensions (attitudinal and behavioral loyalty). Conclusion: The study findings highlight the central role of pharmacist empathy in establishing a strong and enduring pharmacist-patient relationship quality, which in turn, enhance consumers loyalty, which is essential for thriving and surviving in today's competitive market.

Child maltreatment and peer relationship quality: Types and timing of maltreatment and gender differences.

Research demonstrates that child maltreatment can negatively impact adolescent peer relationships. It is not well understood, however, how the type of maltreatment and its timing (when it occurs) affects the dimensions of peer relationship quality (i.e., companionship, conflict, satisfaction, and intimacy) and differences between genders. This study examines the effects of type and timing of child maltreatment on peer relationship quality, while also exploring the role of gender differences. This study involved 851 adolescents (56.1% girls, 56.2% Black, and 26.8% low-income) drawn from the Longitudinal Studies of Child Abuse and Neglect (LONGSCAN). We used Child Protective Services' information for the type and timing of child maltreatment, along with self-reports of peer relationship quality. Generalized Estimating Equations (GEEs) were conducted. Sexual abuse and neglect during adolescence were associated with less satisfaction and lower levels of companionship, respectively. Physical abuse during middle childhood was associated with lower levels of intimacy. We also found interactions between gender and type and timing of maltreatment. Compared to girls, boys exhibited lower levels of companionship and satisfaction if they experienced sexual abuse during adolescence. These findings suggest a need for maltreatment-prevention efforts targeting school-aged children and adolescents, as well as gender-sensitive interventions for high-risk boys with a history of maltreatment.

The spillover effect of Chinese sportswear brands' relationship quality: a perspective of Confucian yuanfen culture

PurposeChinese consumers' brand preferences are shifting from foreign sportswear brands to domestic ones. This indicates an increasingly strong relationship between Chinese consumers and domestic sportswear brands. The purpose of this study is to explore the spillover effect of Chinese domestic sportswear brands’ relationship quality to uncover the psychological mechanisms driving this preference shift.Design/methodology/approachThe study used a brand relationship quality scale based on Chinese Confucian yuanfen culture, considering it as a second-order reflective-formative construct. The survey generated 326 valid responses online. Due to the presence of second-order reflective-formative construct in the variables, SmartPLS 4.0 was used for hypothesis testing.FindingsInteraction belief, intimate interaction and happiness as formative dimensions of Confucian yuanfen brand relationship quality are validated, while emotional expression and tolerance are not. The Confucian yuanfen brand relationship quality has a spillover effect on product origin image and domestic sportswear brand preference. Product origin image has a mediating role between Confucian yuanfen brand relationship quality and domestic sportswear brand preference. However, consumer xenocentrism does not moderate the spillover effect of Confucian yuanfen brand relationship quality on domestic sportswear brand preference.Originality/valueThis study tests brand relationship quality from Confucian yuanfen perspective as a second-order reflective-formative construct. It contributes to understanding how Chinese consumers perceive their relationships with domestic sportswear brands. The results advance the current body of knowledge on brand relationship quality and spillover effect in sports marketing, indicating that Chinese sportswear brands can explore the possibility of co-opetition to achieve mutual benefits.

Co-regulation, relationship quality, and infant distress vocalizations observed during mother-infant interactions: Influences of maternal depression and different contexts.

Mother-infant interactions are co-regulated and provide the foundation for mother-infant relationship quality. The implications of maternal depression and contextual demands (i.e., reinstating the interaction following maternal unavailability and vocalized infant distress) on observationally coded co-regulation in mother-infant dyads (n=40) at 4-months was investigated. Associations among co-regulation patterns and mother-infant relationship quality was also examined. Dyads participated in Still-Face (SF) and Separation (SP) procedures, with periods of maternal emotional and physical unavailability. Co-regulation was captured using the Revised Relational Coding System. Relationship quality was examined using the Emotional Availability Scales. Dyads in the depressed group had significantly more unilateral exchanges than the non-depressed group following the SF and SP perturbations. The depressed group also had significantly more distress vocalizations during the SP perturbation than the non-depressed group. Co-regulation in the depressed group was less disrupted by the SF perturbation. Positive relationship quality dimensions (maternal sensitivity, structuring, and infant responsiveness) were associated with more symmetrical and less unilateral co-regulation regardless of the interaction period. There were also context-specific results pertaining to patterns of co-regulation and associated maternal hostility and infant responsiveness. Results highlight co-regulatory differences in depressed mothers and their infants and how these differences are exacerbated by contextual demands.

Structural relationships between workation attachment, workationer power, workation relationship quality, and workation intention

This research aims to examine the structural relationships between the dimensions of workation attachment, workationer power, the dimensions of workation relationship quality, and workation intention. It demonstrates that the proposed model aligns well with the collected data based on a convenience sample comprising 494 workationers in Bangkok using structural equation modeling. The analysis outcomes contribute to the tourism marketing theory by providing additional insights into the dimensions of workation attachment, workationer power, the dimensions of workation relationship quality, and workation intention. The findings from this study can aid workation managers in formulating and executing market-oriented service strategies to enhance the dimensions of workation attachment, workationer power, and the dimensions of workation relationship quality, and foster workation intention.

How customer knowledge management helps retain fitness club members: a mediating effect of relationship quality

PurposeThis study aims to develop a conceptual model to understand how customer knowledge management (CKM) affects fitness club membership renewal through the mediation of relationship quality.Design/methodology/approachData were collected outside of fitness clubs using a systematic sampling method. A total of 224 valid responses were collected. Structural equation modelling was used to evaluate the relationship between the constructs of the research model.FindingsThe results indicate that both knowledge from customers and knowledge for customers have a positive influence on customer satisfaction and customer trust. Among them, knowledge for customers has a stronger influence on customer satisfaction while knowledge from customers has a greater influence on customer trust. Additionally, three dimensions of relationship quality (customer satisfaction, customer trust and customer commitment) positively influence membership renewal intention with customer commitment exhibiting the greatest influence on it.Originality/valueThis study combines the theories of CKM and relationship quality management to explain why members will renew their service contracts. By using fitness clubs as an example, this research extends the authors' understanding of how knowledge from and for customers can influence customers' attitudes and behavioural intentions towards service companies.

SOCIAL RELATIONSHIPS AND DUAL FUNCTIONALITY IN LATER LIFE

Abstract Longer lives are often accompanied by greater risk of cognitive and physical impairments, but we investigate whether social relationships reduce the risk of those impairments. We examine dual functionality – the absence of both dementia and activities of daily living impairments – and draw upon stress process and social integration theories to examine the impact of positive and negative dimensions of relationship quality with friends and family to better understand how social factors may affect how long people maintain both their physical and cognitive functioning in later life. We use nationally representative panel data from the Health and Retirement Study (2006-2016, N=6,985) and Weibull accelerated failure-time models. Higher strain with family members and with friends was associated with a loss of dual functionality at earlier ages (Time Ratio = .97 [95% CI: .95, .99] and TR = .96 [CI: .94, .98], respectively). Greater social support from family members was beneficial, related to a longer time as dual functional (TR = 1.04, CI: 1.02, 1.06); however, more support from friends was related to loss of dual functionality at earlier ages (TR = .98, CI: .96, .99). Findings reveal the implications of social support and strain in different types of relationships for dual functionality.

Peer Victimization among Black Preschoolers: Roles of Emotion Knowledge, Teacher-Child Relationships, and Gender

This study examined whether varying dimensions of teacher-child relationship quality and gender moderated associations between knowledge of negative emotion-eliciting situations and peer victimization among Black preschoolers (60 boys, 54 girls) who ranged in age from 35 to 65 months. Fifty-one children had a Black teacher, 46 had a White teacher, and 17 had a Latine teacher. All teachers were female. Knowledge of negative emotion-eliciting situations was assessed directly in the fall. Lead teachers reported on teacher-child relationship quality between September and December. A second teacher completed peer victimization ratings in the spring of the following year. When teacher-child closeness was high, there was a positive association between knowledge of negative emotion-eliciting situations and physical victimization, but a negative association emerged when teacher-child closeness was low. In accord with the victim schema model that undergirded this study, knowledge of negative emotion-eliciting situations was negatively related to physical victimization for children who experienced high teacher-child conflict and dependency. Black teachers perceived more relational victimization. Our findings highlight the need for further examination of peer victimization among young Black children and suggest that identifying the individual and ecological correlates of peer victimization should be a priority for school psychologists working in early educational contexts.

Multilevel relationships and loyalty in the microfinance industry: evidence from Tanzania

Purpose The operations and viability of microfinance institutions (MFIs), crucial for socioeconomic development and poverty reduction, heavily rely on the multilevel relationships among borrowers, loan officers and MFIs. This study examines the relationship between interpersonal and firm-level relationship quality (RQ) and their simultaneous impact on customer loyalty (CL) in microfinance. Additionally, it investigates the mediating effect of firm-level RQ between CL and interpersonal RQ.Design/methodology/approach In this study, correlational research methods were employed. Completed questionnaires were received from 498 MFI borrowers in Dar es Salaam and Mwanza cities. Regression techniques and structural equation modeling were utilized to analyze the data. Before hypothesis testing, the validity and reliability of the measurements were confirmed.Findings Interpersonal-level and firm-level RQs are significantly related. Interpersonal-level RQ and its dimensions are significantly linked to CL, whereas firm-level RQ and its dimensions are insignificantly related to CL, except for commitment. Interpersonal-level relationships have a stronger impact on CL than firm-level relationships. Among all the dimensions of RQ, commitment has the greatest influence on CL at both levels. Firm-level RQ negatively and insignificantly mediates the relation between interpersonal-level RQ and CL.Research limitations/implicationsThe study findings only apply to Tanzania's microfinance industry, because the interactions between and the relative effects of firm and interpersonal ties may vary across various contexts and cultures. Future research may consider replicating this study in other contexts and cultures to confirm these findings.Practical implications This study advances the understanding of how multilevel relationships affect CL within the microfinance industry. This insight will assist MFIs and policymakers in identifying alternative and more efficient relational strategies to enhance CL, a critical element for the sustainability of MFIs. In turn, the sustainability of MFIs in low-income countries like Tanzania holds paramount importance for stimulating socioeconomic development and, hence, achieving the goal of poverty eradication.Originality/value While previous studies on multilevel relationships concentrated on a single relational dimension (trust) and were conducted within the realms of retail, airline and industrial manufacturing, the current study employs the three most popular relational dimensions: trust, commitment and satisfaction, within the microfinance context. Additionally, this study investigates the mediation effect of firm-level RQ between interpersonal-level RQ and CL, a previously unexplored area in research.

How does channel integration quality promote omnichannel customer citizenship behavior? The moderating role of the number of channels used and gender

PurposeBuilding on stimulus organism response theory, the current study examines the influence of channel integration quality dimensions (channel service configuration and integrated interactions) on the omnichannel retail store's shoppers' satisfaction, trust and commitment, subsequently leading to customer citizenship behavior (CCB). It examines the relationships proposed against boundary conditions, the number of channels used during the purchase and gender.Design/methodology/approachThe research is descriptive, quantitative and cross-sectional investigation. It was conducted using data from 451 Indian omnichannel shoppers using a validated self-administered questionnaire. The proposed conceptual model was tested using PLS-SEM and PLS-MGA.FindingsThe results indicate that channel service configuration positively impact the dimensions of relationship quality of the omnichannel shoppers. However, integrated interactions influence trust and commitment directly but affect satisfaction indirectly through trust. Subsequently, relationship quality significantly explains CCB. The model results show r2 = 0.402 for CCB; that is, 40.2% of CCB is explained by channel integration and relationship quality. The moderating effect of the number of purchase channels used and gender on all proposed relationships were tested. PLS-MGA results revealed channel service configuration led to shopper commitment, subsequently impacting CCB. The effect was more among shoppers who used more than 2 channels. The impact of channel service configuration on commitment was seen more among female shoppers. Male and female shoppers exhibited satisfaction-driven and trust-driven citizenship behavior, respectively.Research limitations/implicationsThe study is carried out in the Indian population, where omnichannel retailing is still in the nascent stage.Originality/valueThis is the first study to demonstrate channel integration quality may influence customer citizenship behavior through relationship quality dimensions, tested against boundary conditions, the number of channels used during the purchase and gender. The findings from this research would help retail store managers design their omnichannel operations to encourage firm-beneficial value co-creation behaviors among omnichannel shoppers.

Gender differences in the role of peer relationship quality on psychological symptoms in youth at-risk for maltreatment

Previous studies have identified associations between peer relationship quality and psychological problems. The current study seeks to expand this research by 1) examining these associations within high-risk adolescents; 2) using diverse dimensions of peer relationship quality; and 3) considering potential gender differences. This study sample includes 635 youth at-risk of maltreatment derived from the Longitudinal Studies of Child Abuse and Neglect (LONGSCAN) data. To eradicate within-cluster effects, the Generalized Estimating Equations approach was conducted. Results revealed that adolescents who had higher conflict with their peers showed higher levels of anger/irritability and depression. There were significant interaction effects between gender and intimacy on anger/irritability and depression. Female adolescents who had higher levels of intimacy with their peers showed greater anger/irritability and depression, compared to males who had higher levels of intimacy. Findings advance our knowledge of gender differences in the effects of peer relationship quality on psychological symptoms among youth at-risk of maltreatment.

Does pickup service quality explain buy online pickup in-store service user's citizenship behavior? Moderating role of product categories and gender

PurposeBuilding on stimulus organism response theory, the current study examines the influence of pickup service quality of buy online, pickup in-store (BOPIS) service on the BOPIS users' satisfaction, trust and commitment, subsequently leading to customer citizenship behavior (CCB). It examines the proposed relationships against boundary conditions, product categories and gender.Design/methodology/approachThe research is descriptive, quantitative and cross-sectional investigation. It was conducted using data collected from 401 Indian omnichannel shoppers using a validated self-administered questionnaire. The proposed conceptual model was tested using Partial Least Squares-Structural Equation Modeling (PLS-SEM) and Partial Least Squares-Multi-group analysis (PLS-MGA).FindingsThe results indicate that pickup service quality in BOPIS positively impacts all the dimensions of relationship quality of the BOPIS users. Satisfaction and commitment directly affect CCB. However, trust impacts CCB indirectly through commitment. The moderating effect of the product category purchased and gender on specified relationships was tested. Results revealed the impact of pickup service quality on BOPIS users' trust and commitment differed across product categories. More impact was seen among users who purchased shopping and specialty goods. The study also found that trust-driven citizenship behavior was seen more among female BOPIS users when compared to males.Research limitations/implicationsThe study is carried out on the Indian population, where omnichannel retailing is still nascent.Originality/valueThis study addresses the gap to investigate the value co-creation behavior (CCB) in the omnichannel retail context among BOPIS users. This study is the first to show that in-store pickup service quality in BOPIS might affect customer citizenship behavior through relationship quality dimensions, assessed against boundary conditions such as the product category and BOPIS user gender.

SOCIAL RELATIONSHIPS AND COGNITIVE IMPAIRMENT IN LATER LIFE

Abstract With population aging and the growing population at-risk of cognitive impairment, Alzheimer’s disease, and related dementias, there is a need for a better understanding of how social factors may affect cognitive impairment. Drawing from stress process theory and social integration theory, we examine the impact of positive and negative dimensions of relationship quality with friends and family on cognitive impairment in later life. We analyze Cox proportional hazards models using nationally representative panel data from the Health and Retirement Study (2006-2016, N=10,626) to examine how the quality of family and friend relationships in adulthood may influence risk of cognitive impairment. Strain with family members and with friends was significantly related to higher risk of cognitive impairment (Hazard Ratio: 1.15 [95% CI: 1.08, 1.21] and 1.20 [95% CI: 1.13, 1.28], respectively). Support from family members was beneficial, related to lower risk of cognitive impairment (HR: 0.93, CI: .89, .99); however, support from friends was related to higher risk of cognitive impairment (HR: 1.10, CI: 1.05, 1.14). Findings reveal the implications of social support and strain in different types of relationships for cognitive health.

The impact of interpersonal interaction factors on consumers’ purchase intention in social commerce: a relationship quality perspective

PurposeInterpersonal interaction can influence consumers’ purchase intention in social commerce (s-commerce). This paper aims to identify interpersonal interaction factors as well as the mediating effect of relationship quality between interpersonal interaction factors and consumers’ purchase intention in s-commerce.Design/methodology/approachThis study explores new dimensions of interpersonal interaction in s-commerce by integrating interaction between consumers and online vendors and that between consumers and online recommenders in s-commerce. An online questionnaire was used to collect the data, and partial least squares structural equation modeling (PLS-SEM) was employed for data analysis.FindingsThe results indicate that interpersonal interaction factors of both online vendors and online recommenders positively affect swift guanxi and initial trust between consumers and online vendors. Swift guanxi and initial trust positively affect consumers’ purchase intention. Initial trust partially mediates between interpersonal interaction factors and purchase intention while swift guanxi does not mediate between perceived similarity of online recommenders and purchase intention.Practical implicationsThe findings can be used to guide vendors in s-commerce platforms to make good use of platform features to improve interpersonal interaction. Meanwhile, s-commerce platforms should be enhanced with efficient interaction tools to help cultivate relationship quality between consumers and online vendors.Originality/valueThis study combines social exchange theory, trust transfer theory and relationship quality theory to investigate the factors that influence swift guanxi and initial trust between consumers and online vendors, which extends the study of interpersonal interaction and enriches the dimensions of relationship quality in the context of s-commerce.

Better together: Relationship quality and mental health among cardiac patients and spouses.

Reductions in marital relationship quality are pervasive post-cardiac event. It is not yet understood how relationship quality is linked to mental health outcomes in couples where one member has established cardiovascular disease (CVD) and the interdependence within dyads is seldom measured. This research is required as psychological distress has been independently linked to CVD incidence, morbidity, and mortality. This study assessed associations of relationship quality with depression and anxiety among patients with CVD and their spouses. Participants completed questionnaires measuring four dimensions of relationship quality and mental health. Data were analyzed using an Actor-Partner Interdependence Model with hierarchical moderation analyses. 181 dyads (N=362 participants) comprised the study sample. Most patients had coronary artery disease (66.3%) and 25.9% were female. Patients reported higher relationship satisfaction and fewer anxiety symptoms than did spouses. Patients and spouses with high dyadic consensus and affectional expression reported fewer mental health symptoms, but only when the other partner also perceived high levels of consensus and affectional expression in the relationship. Patients and spouses with low dyadic cohesion reported worse mental health symptoms (actor effects), but those effects were no longer significant when both the patient and the spouse appraised the relationship as having high levels of dyadic cohesion. Taken together, relationship quality is linked to mental health symptoms in patients with CVD and their spouses. Longitudinal and experimental studies are now warranted to further substantiate the cross-sectional findings of this study.

Patterns of problematic teacher–child relationships in upper elementary school

This study focused on (1) whether dimensions of relationship quality (i.e., closeness, conflict, and dependency) jointly form distinct relationship patterns in a normative sample of upper elementary schoolers (N = 1078), (2) the extent to which patterns observed in the normative sample could be found in a problematic sample (N = 241) consisting of children that teachers experienced relationship problems with, and (3) whether children's gender, ethnicity, and behavior problems are related to relationship patterns. Three relationship patterns were found in the normative sample: A supportive pattern (73.2%), a mildly insecure pattern (17.6%), and a dysfunctional pattern (9.2%). Most children from a problematic sample could be assigned to one of these patterns with high certainty, providing evidence for validation of normative patterns in a more problematic sample. The distribution of children over the relationship patterns differed significantly between samples. Boys and children with problem behavior were overrepresented in unfavorable patterns.

Intergenerational Transmission of Relationship Quality in Later-Life Families.

This article examines the transmission of older women's relationship quality with their mothers and fathers to their relationship quality with their own adult children in midlife. We also investigate how the transmission is moderated by the dimension of relationship quality (closeness vs. strain) and the gender of both the older women's parents and their adult children. Prior research has primarily examined parents' transmission of relationship quality to young children with little attention to whether and when this pattern occurs in later-life families. We conducted multilevel analyses using data collected from 249 older women and 643 of their adult children as part of the Within-Family Differences Study-I. We found evidence for transmission of older women's reported closeness and tension with their mothers and fathers to their reported closeness and tension with their adult children. Adult children's reports also revealed that older women's closeness with their own mothers was transmitted to their adult children's reported closeness with the older women themselves. Mother-child closeness was transmitted more strongly than mother-child tension, and mother-child closeness was transmitted more strongly to daughters than sons, based on adult children's reports. This study demonstrates the continuity of intergenerational influence in later-life families and highlights the essential roles that selective social learning and social structural position (i.e., gender) play in conditioning the socialization process.

The future of data-driven relationship innovation in the microfinance industry

Data-driven innovation (DDI) initiatives by microfinance institutes have transformed the global poverty alleviation landscape. Despite the fact that relationship building is one of the primary goals of DDI initiatives in microfinance operations, there has been little research on the dimensions of relationship quality. This study examines how DDI initiatives recognize and incorporate relational dimensions in their service offerings to alleviate poverty. Drawing on a systematic literature review, thematic analysis and interviews with 20 microfinance managers, this research explores the relationship quality parameters that need to be leveraged. Grounded in the resource-based theory, the findings of this study confirm trust and commitment as two key relationship capabilities. The findings contribute to a better understanding of how microfinance institutes can use DDI to achieve sustainable competitive advantage.

The Emerging Adults’ Relationships with Siblings Scale: Development and Validation

The current study reports on a new measure of sibling relationship quality, the Emerging Adults’ Relationships with Siblings Scale (EARSS), which was developed via one qualitative study (Study 1: M Age = 21.20, SD = 2.07, 71% female, N = 45) and two quantitative studies (Study 2: M Age = 25.70, SD = 2.98, 68% female, N = 990; Study 3: M Age = 25.42, SD = 2.53, 55% female, N = 865). Results from these studies yielded a measure of sibling relationships during emerging adulthood that included five confirmed factors: Closeness, Conflict, Ill-Wishes, Parent-Mediated Relationship, and Upward Comparison. Overall, the factors of the EARSS were shown to be internally consistent and demonstrated strong convergent and divergent validity. Compared with previous measures, the EARSS provides an efficient, broad measure of sibling relationship quality relevant to the experiences of emerging adults, and assesses positive and negative dimensions of sibling relationship quality.