Purpose – In today's highly competitive environment losing customers is very costly. Customer retention and loyalty have become possible through the development of long‐term, mutually beneficial relationships with customers. This paper seeks to critically review the literature on relationship quality (RQ) and to suggest avenues for further research.Design/methodology/approach – Data were collected with impartial cross‐referencing of papers published in all major journals in the marketing area. Papers are presented in tabulated form based on six rigorously cross‐checked categories of information.Findings – Most RQ research centres on business‐to‐business (b‐to‐b) markets and products use survey data, look at relationships from the customer perspective and analyse either the US or European markets. Also, results differ in various contexts and there is no universally accepted framework for RQ. By analysing the different variables used in previous studies, a general conceptual framework is provided for the st...

Relationship quality: a critical literature review and research agenda

This study examines the relationships among elements of relationship management activities (predictors), relationship quality (a mediating construct), and relationship outcomes (commitment, loyalty, and word of mouth). Despite much research focusing on relationship quality, some central questions concerning the relationship among the three constructs have not been fully explored. A conceptual model was developed and tested to examine the mediating effect of relationship quality on the relationship between the seven relationship management activities and the three relationship outcomes. Structural equation analyses on the data collected from a survey of 887 dinner patrons at 21 luxury restaurants show that relationship quality is the primary mediating construct between relationship management activities and relationship outcomes. The effective use of a relationship management strategy may increase customer commitment, spread positive word of mouth, and generate loyalty. The findings of this study provide r...

Predictors of Relationship Quality and Relationship Outcomes in Luxury Restaurants

Perceived justice in service recovery and behavioral intentions: the role of relationship quality.

The relationships between food-related personality traits, satisfaction, and loyalty among visitors attending food events and festivals

Purpose – The purpose of this paper is to specify and test factors surrounding trusting relationships between buyers and suppliers in a global, business‐to‐business services context. In so doing, the paper aims to help to extend relationship marketing theories to this under‐researched domain.Design/methodology/approach – A literature review and results of qualitative interviews in the paper provide a conceptual framework for the trust formation process and relational outcomes of trust. The research then tests a model of hypothesized relationships using structural equation modeling.Findings – The paper confirms the influence of trust building behaviors (social interaction, open communications, customer orientation) and service outcomes (technical, functional and economic quality) on trust formation. Trust is shown to have a positive influence on key relational outcomes, loyalty commitment and share of purchases.Research limitations/implications – The sample consists of buyers of aviation component repair s...

Trust determinants and outcomes in global B2B services

https://isiarticles.com/bundles/Article/pre/pdf/20948.pdf

Youngmi Cha

Papers

Antecedents and consequences of relationship quality in hotel industry