作者
Sandy Ng, Meredith E David, Tracey S Dagger
发表日期
2011/3/22
期刊
Managing Service Quality: An International Journal
卷号
21
期号
2
页码范围
133-151
出版商
Emerald Group Publishing Limited
简介
Purpose
–
This paper seeks to investigate the effects of relationship benefits on relationship quality and aspects of service quality, namely technical and functional quality, and the subsequent influence on word‐of‐mouth behavior.
Design/methodology/approach
–
The paper reports results from a structural equation model that utilizes data from 591 consumers across a range of services.
Findings
–
The findings highlight the important role of relationship benefits in driving customer perceptions of technical, functional and relationship quality. While confidence, social and special treatment benefits drive technical and functional quality, it is only confidence benefits that drive relationship quality. Furthermore, it is found that functional and relationship quality drive word‐of‐mouth behavior.
Research limitations/implications
–
The findings of this study contribute to the literature by showing the differential impact that …
学术搜索中的文章
S Ng, ME David, TS Dagger - Managing Service Quality: An International Journal, 2011