Journal Article10.1108/09590550210415248
An examination of the relationship between trust, commitment and relationship quality
Amy Wong,Amrik S. Sohal +1 more
564
TL;DR: In this article, a conceptual model has been developed that links trust and commitment to relationship quality, based on a review of the literature, and a survey of 1,261 shoppers in a departmental store setting in Victoria, Australia.
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Abstract: Attempts to examine the concepts of trust and commitment, on two levels of retail relationships: the salesperson level as well as the store level, and test their impact on relationship quality. Based on a review of the literature, a conceptual model has been developed that links trust and commitment to relationship quality. A number of research hypotheses have been formulated to examine the relationships proposed. The paper presents the model developed and discusses some empirical findings from a survey of 1,261 shoppers in a departmental store setting in Victoria, Australia. In particular, the two levels of relationships (salesperson and store level) are examined from the customer’s perspective, using structural equation modelling (LISREL VIII). Concludes with a discussion of the implications of the study and provides directions for future research.
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Citations
Halal Product Attributes/Quality and Its Influence on Muslim Guests’ Loyalty for a Hotel
Abstract: ABSTRACT Halal has become one of the core measures among the hotels’ global competitions, which is based on the growth of the Muslim population. This research is managed to understand the quality of the halal-friendly attributes’ impact on the loyalty of a Muslim-friendly hotel. Qualitative and quantitative employing methods were used for the survey. Our results demonstrated that two of the elements, which included halal service-encounter quality and halal physical environment quality, affirmatively influenced the image of a hotel and value perception, and these two elements significantly influence the customers’ loyalty. In addition, the image of a Muslim-friendly hotel, value perception, and attachment to the hotel functioned as mediators. In accordance with these findings, this research provides an idea for hospitality researchers and marketers, which is about the area of the quality they need to improve to attract Islam guests and enhance the loyalty to a Muslim-friendly hotel.
4
Exogenous factors dictate the quality of relationship between franchisee and franchisor: A Malaysian franchising experience
Mohd Amy Azhar Mohd Harif,Chee Hee Hoe,Othman Chin +2 more
- 21 Nov 2013
TL;DR: In this article, a qualitative research was conducted to identify the exogenous factors that influence the level of relationship quality between the franchisor and the franchisee, which is a major indicator for the success of a franchising system.
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The Importance of Customer Relationship Management in the Local Government Authorities in Zimbabwe
TL;DR: In this paper, a study was conducted to ascertain respondents familiarity with the knowledge and importance of customer relationship management in the local government authorities, as well as to ascertain the extent of the relationship they have with citizens from acquisition, development, retention and termination of relationships.
Loyalty program benefits and their effect on relationship quality and loyalty to the retailer
TL;DR: In this article , the authors investigated the benefits of loyalty programs in the South African Fast-moving consumer goods (FMCG) marketplace and how these influence relationship quality and loyalty between retailer and customer.
4
Students’ loyalty and retention pattern for higher education institutions: a theoretical study based on the relationship marketing
Fábio Vinicius de Macedo Bergamo,Antonio Carlos Giuliani,Lesley Carina do Lago Attadia Galli +2 more
TL;DR: In this paper, an exploratory and qualitative theoretical research about the theme of loyalty and retention of students in Brazilian higher education institutions was carried out, and the main result was the elaboration of the Pattern of Loyalty and Retention of Students for Higher Education Institutions.
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