Relationship quality as a predictor of B2B customer loyalty

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dc.contributor.author Rauyruen, Papassapa en_US
dc.contributor.author Miller, Kenneth en_US
dc.date.accessioned 2009-12-21T02:40:24Z
dc.date.available 2009-12-21T02:40:24Z
dc.date.issued 2007 en_US
dc.identifier 2006004747 en_US
dc.identifier.citation Rauyruen Papassapa and Miller Kenneth 2007, 'Relationship quality as a predictor of B2B customer loyalty', Elsevier Inc., vol. 60, no. 1, pp. 21-31. en_US
dc.identifier.issn 0148-2963 en_US
dc.identifier.other C1UNSUBMIT en_US
dc.identifier.uri http://hdl.handle.net/10453/5641
dc.description.abstract This study aims to provide a picture of how relationship quality can influence customer loyalty in the business-to-business (B2B) context. Building on prior research, we propose relationship quality as a higher construct comprising trust, commitment, satisfaction and service quality. We believe that these dimensions of relationship quality can reasonably explain the influence of overall relationship quality on customer loyalty. In addition, this study provides more insightful explanations of the influence of relationship quality on customer loyalty through two levels of relationship quality: relationship quality with employees of the supplier and relationship quality with the supplier itself as a whole. Aiming to fully explain the concept of customer loyalty, we follow the composite loyalty approach providing both behavioral aspects (purchase intentions) and attitudinal loyalty. We seek to address three main research issues: Does relationship quality influence both aspects of customer loyalty? If so, which relationship quality dimensions influence each of the components of customer loyalty? And which level of relationship quality (employee level versus organizational level) has more influence on customer loyalty? This study uses the courier delivery service context in Australia and targets Australian Small to Medium Enterprises (SMEs). We selected mail survey and online survey as the two methods of data collection, and together they received 306 usable respondents. en_US
dc.publisher Elsevier Inc. en_US
dc.relation.isbasedon http://dx.doi.org/10.1016/j.jbusres.2005.11.006 en_US
dc.title Relationship quality as a predictor of B2B customer loyalty en_US
dc.parent Journal of Business Research en_US
dc.journal.volume 60 en_US
dc.journal.number 1 en_US
dc.publocation New York, NY, USA en_US
dc.identifier.startpage 21 en_US
dc.identifier.endpage 31 en_US
dc.cauo.name BUS.School of Marketing en_US
dc.conference Verified OK en_US
dc.for 150300 en_US
dc.personcode 0000020644 en_US
dc.personcode 780285 en_US
dc.percentage 33 en_US
dc.classification.name Business and Management en_US
dc.classification.type FOR-08 en_US
dc.location.activity ISI:000243216300003 en_US
dc.description.keywords loyalty; relationship quality; B2B; service quality; courier services; trust; commitment; satisfaction en_US
dc.staffid 780285 en_US


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