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Employee behaviour and relationship quality: impact on customers

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  • Amanda Beatson
  • Ian Lings
  • Siegfried Gudergan

Abstract

This paper examines relationship quality as a multidimensional metaconstruct comprising three dimensions; satisfaction, trust and commitment. The role of relationship quality in its nomological network with service orientation as an antecedent construct and consumers' positive behavioural intentions, perceived switching costs and activism as the consequences is explored. Survey data from 728 travellers are used, employing structural equations modelling to test this conceptualisation. It is found that service orientation affects relationship satisfaction and trust, and that the latter influences satisfaction and commitment. In turn, satisfaction, trust and commitment have a positive impact on positive behavioural intentions, trust has a negative impact on activism, and commitment a positive one on perceived switching costs. The implications of this conceptual and empirical understanding of relationship quality are discussed and directions for future research presented.

Suggested Citation

  • Amanda Beatson & Ian Lings & Siegfried Gudergan, 2008. "Employee behaviour and relationship quality: impact on customers," The Service Industries Journal, Taylor & Francis Journals, vol. 28(2), pages 211-223, March.
    • Handle: RePEc:taf:servic:v:28:y:2008:i:2:p:211-223
    DOI: 10.1080/02642060701842282
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    Cited by:

    1. Andrada IACOB, 2015. "Consequences Of Employee’S Customer Orientation In Public Services," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 169-180, May.
    2. Ubba Savita & Shruti Sharma, 2017. "Do Franchisor and Franchisee Really Perceive Alike? Evidence from Indian Education Sector," Global Business Review, International Management Institute, vol. 19(5), pages 1379-1395, October.
    3. Libh Anthony L. Limama & Fatma M. Idris & Roderick C. Rodriguez & Gladys B. Ave & Alberto N. Bandiola, 2022. "Service Quality of an Educational Institution Office Employees: Basis For A Proposed Training Design," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 6(1), pages 23-45, January.
    4. Oluyomi A. Osobajo & Ioannis Koliousis & Heather McLaughlin, 2021. "Making sense of maritime supply chain: a relationship marketing approach," Journal of Shipping and Trade, Springer, vol. 6(1), pages 1-17, December.
    5. Mei-Lien Li & Robert D. Green & Farideh A. Farazmand & Erika Grodzki, 2012. "Customer Loyalty: Influences On Three Types Of Retail Stores’ Shoppers," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 5(1), pages 1-19.
    6. Liao, Shuling & Chou, Cindy Yunhsin & Lin, Tzu-Han, 2015. "Adverse behavioral and relational consequences of service innovation failure," Journal of Business Research, Elsevier, vol. 68(4), pages 834-839.
    7. Eleni-Plousia Kosteroglou & Georgios Theriou & Dimitrios Chatzoudes, 2016. "Customer satisfaction from private utility companies: An explanatory study," International Journal of Business and Economic Sciences Applied Research (IJBESAR), Democritus University of Thrace (DUTH), Kavala Campus, Greece, vol. 9(3), pages 13-23, December.

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