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Please use this identifier to cite or link to this item: https://dspace.lboro.ac.uk/2134/26120

Title: Relationship quality: an online retail perspective
Authors: Vize, Roisin
Coughlan, Joseph
Kennedy, Aileen
Ellis-Chadwick, Fiona
Keywords: Relationship quality
B2B
Service quality
Loyalty
Web Services
Issue Date: 2017
Publisher: QUIS
Citation: VIZE, R. ... et al., 2017. Relationship quality: an online retail perspective. Presented at QUIS 15, Porto, Portugal, 12-15 June 2017.
Abstract: 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.
Description: This is a conference paper https://web.fe.up.pt/~quis15/
Version: Accepted for publication
URI: https://dspace.lboro.ac.uk/2134/26120
Appears in Collections:Conference Papers and Presentations (Business School)

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