000			01929nam a22002657a 4500
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005			20210511123136.0
008			210511b |||||||| |||| 00| 0 eng d
022			_a0965-254X
040			_aMSU _cMSU _erda
100	1		_aRoy, Sanjit Kumar _eauthor
245	1	0	_aDoes relationship quality matter in service relationship?/ _cSanjit Kumar Roy
264			_aAbingdon: _bRoutledge Taylor and Francis, _c2013.
336			_2rdacontent _atext _btxt
337			_2rdamedia _aunmediated _bn
338			_2rdacarrier _avolume _bnc
440			_aJournal of strategic marketing _vVolume 21 , number 5 ,
520			_aAttracting 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			_aRelationship quality
650			_aCustomer advocacy
650			_aTrust
700	1		_aEshghi, Abdolreza _eauthor
856			_uhttps://doi.org/10.1080/0965254X.2013.801612
942			_2lcc _cJA
999			_c157145 _d157145