Customer Service and Relationship Quality: An Illustration from a Retailing Service Context
Relationship quality is related to customer retention and loyalty in both service and retailing industries, so it has been gaining increasing attention recent years. Though number of researches focus on antecedents of relationship quality, few have studied how customer services influence the relationship between retailers and their consumers. In this paper, we investigate the impacts of customer service interactions on relationship quality in retailing. Based on a literature review of correlative theories on customer service and relationship quality, we establish a conceptual model of relationship quality involving two kinds of interactions: customer/service provider and customer/environment interactions. Then an empirical research is conducted with a sample of 295 retailing customers. The analysis suggests that both of the two kinds of interactions are significant predictors of customer perceived relationship quality.
Quality Management Relationship Quality Customer service Interaction quality
Qin SU, Zhao LI Zhao LI Yi XU Suxian ZHANG
Xian Jiaotong University,Xian,China
国际会议
北京
英文
2007-05-30（万方平台首次上网日期，不代表论文的发表时间）