MARC details
| 000 -LEADER |
|---|
| fixed length control field |
01929nam a22002657a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
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| control field |
ZW-GwMSU |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20210511123136.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
210511b |||||||| |||| 00| 0 eng d |
| 022 ## - INTERNATIONAL STANDARD SERIAL NUMBER |
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| International Standard Serial Number |
0965-254X |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
MSU |
| Transcribing agency |
MSU |
| Description conventions |
rda |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Roy, Sanjit Kumar |
| Relator term |
author |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Does relationship quality matter in service relationship?/ |
| Statement of responsibility, etc. |
Sanjit Kumar Roy |
| 264 ## - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE |
|---|
| Place of production, publication, distribution, manufacture |
Abingdon: |
| Name of producer, publisher, distributor, manufacturer |
Routledge Taylor and Francis, |
| Date of production, publication, distribution, manufacture, or copyright notice |
2013. |
| 336 ## - CONTENT TYPE |
|---|
| Source |
rdacontent |
| Content type term |
text |
| Content type code |
txt |
| 337 ## - MEDIA TYPE |
|---|
| Source |
rdamedia |
| Media type term |
unmediated |
| Media type code |
n |
| 338 ## - CARRIER TYPE |
|---|
| Source |
rdacarrier |
| Carrier type term |
volume |
| Carrier type code |
nc |
| 440 ## - SERIES STATEMENT/ADDED ENTRY--TITLE |
|---|
| Title |
Journal of strategic marketing |
| Volume/sequential designation |
Volume 21 , number 5 , |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc. |
Attracting and retaining customers is a crucial issue for service firms. This research explores how relationship quality influences behavioural, attitudinal loyalty and customers' advocacy intentions in service relationships. In this study we propose relationship quality to be a second-order construct consisting of trust, satisfaction, customer advocacy, perceived service quality and perceived service fairness. In a digitally enabled era giving greater freedom for consumers to express their views, these dimensions are very much to the fore. Data were collected from mobile phone service customers using a survey. Data were analysed using higher order confirmatory factor analysis and structural equation modelling. We found support for the higher-order conceptualization of relationship quality with five first-order components: i.e. customer advocacy; service quality; trust; satisfaction; and perceived service fairness. Findings of the study will go a long way in helping service providers in building trust and loyalty among customers and fuelling customer's advocacy intentions. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Relationship quality |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer advocacy |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Trust |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Eshghi, Abdolreza |
| Relator term |
author |
| 856 ## - ELECTRONIC LOCATION AND ACCESS |
|---|
| Uniform Resource Identifier |
https://doi.org/10.1080/0965254X.2013.801612 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Library of Congress Classification |
| Koha item type |
Journal Article |