QUIS15_Final_paper_submission_7.pdf (417.48 kB)
Relationship quality: an online retail perspective
conference contribution
posted on 2017-08-18, 09:28 authored by Roisin Vize, Joseph Coughlan, Aileen Kennedy, Fiona Ellis-ChadwickFiona Ellis-ChadwickThis 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 15Citation
VIZE, R. ... et al., 2017. Relationship quality: an online retail perspective. Presented at QUIS 15, Porto, Portugal, 12-15 June 2017.Publisher
QUISVersion
- 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
2017-03-31Publication date
2017Notes
This is a conference paper https://web.fe.up.pt/~quis15/Language
- en