Journal ArticleDOI
Impact of Participative Service Relationships on Quality, Satisfaction and Retention: An Exploratory Study
Christine Ennew,Martin Binks +1 more
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TLDR
In this paper, the authors present an exploratory analysis of the relationship between relationship participation, quality, satisfaction, and retention using data from over 1,200 small firms and highlight the importance of participative behavior, particularly on the part of the service provider, in explaining perceived quality and satisfaction; in turn, satisfaction is an important influence on retention.About:
This article is published in Journal of Business Research.The article was published on 1999-10-01. It has received 492 citations till now. The article focuses on the topics: Service quality & Customer retention.read more
Citations
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Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
TL;DR: In this paper, the authors report an empirical assessment of a model of service encounters that simultaneously considers the direct effects of quality, satisfaction, and value on consumers' behavioral intentions, and further suggest that indirect effects of the service quality and value constructs enhanced their impact on behavioral intentions.
Journal ArticleDOI
Relationship quality as a predictor of B2B customer loyalty
TL;DR: In this article, the authors proposed relationship quality as a higher construct comprising trust, commitment, satisfaction and service quality, which can reasonably explain the influence of overall relationship quality on customer loyalty.
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Customer value co-creation behavior: scale development and validation
Youjae Yi,Taeshik Gong +1 more
TL;DR: In this paper, a series of four studies leading to the development and validation of a customer value co-creation behavior scale is presented. The scale comprises two dimensions: customer participation behavior and customer citizenship behavior, with each dimension having four components.
Journal ArticleDOI
Customer-Employee Rapport in Service Relationships
TL;DR: Relationships are an important aspect of doing business, and few businesses can survive without establishing solid relationships with their customers as mentioned in this paper.However, although the marketing literature suggests that relationships are important, it is not always the case.
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Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures
TL;DR: In this article, the effects of customer participation on value creation and satisfaction for both customers and employees with different cultural value orientations in the context of professional financial services were investigated using data collected from 349 pairs of customers and service employees in two national groups (Hong Kong and the United States).
References
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Journal ArticleDOI
The Commitment-Trust Theory of Relationship Marketing
Robert Morgan,Shelby D. Hunt +1 more
TL;DR: Relationship marketing, established, developing, and maintaining successful relational exchanges, constitutes a major shift in marketing theory and practice as mentioned in this paper, after conceptualizing relationship relationships as a set of relationships.
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Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:
TL;DR: In this paper, evidence from past research and insights from an exploratory investigation are combined in a conceptual model that defines and relates price, perceived quality, and perceived value for a product.
Posted ContentDOI
Credit Rationing in Markets with Imperfect Information.
Joseph E. Stiglitz,Andrew Weiss +1 more
TL;DR: In this paper, a model is developed to provide the first theoretical justification for true credit rationing in a loan market, where the amount of the loan and amount of collateral demanded affect the behavior and distribution of borrowers, and interest rates serve as screening devices for evaluating risk.
Journal ArticleDOI
The behavioral consequences of service quality
TL;DR: In this article, the authors show that service quality relates to retention of customers at the aggregate level, as other research has indicated, and evidence of its impact on customers' behavioral responses should be detectable.
Journal ArticleDOI
Measuring service quality: a reexamination and extension
TL;DR: In this paper, the authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions, and investigate the relationship between the two factors.
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