An Analysis of Service Qualitys Impact on Relationship Quality: Taking the Certification Industry as an Ezample
This paper adopts the certification industry as the case,in the B2B context,and defines three dimensions of relationship quality (cooperation,adaptability and atmosphere) and four dimensions of service quality (hard process quality,soft process quality,potential service capability and outcome quality). Further,this paper analyzes service the qualitys impact on relationship quality,and states four related issues and builds a conceptual structural model. The analysis show that hard process quality and outcome quality have positive impact on relationship quality,and soft process quality and potential service capability have not significant impact on relationship quality. Finally,this research proposes some recommendation for management practice.
Impact Relationship quality Service quality
Su-Xian Zhang Qin Su Jia-Xiong LIN
School of Management,Xian University of Architecture and Technology,Xian,China School of Managemen School of Management,Xian Jiaotong University.Xian,China State Key Laboratory for Manufacturing Sy School of Management,Xian University of Architecture and Technology,Xian,China
国际会议
北京
英文
1325-1328
2009-10-21（万方平台首次上网日期，不代表论文的发表时间）