DC Field | Value | Language |
---|---|---|
dc.contributor.author | Giovanis, Apostolos | - |
dc.contributor.author | Athanasopoulou, Pinelopi | - |
dc.date.accessioned | 2024-06-11T09:52:24Z | - |
dc.date.available | 2024-06-11T09:52:24Z | - |
dc.date.issued | 2015 | - |
dc.identifier | google_scholar-In1YXmwAAAAJ:mVmsd5A6BfQC | - |
dc.identifier.issn | 1475-3928 | - |
dc.identifier.other | In1YXmwAAAAJ:mVmsd5A6BfQC | - |
dc.identifier.uri | https://uniwacris.uniwa.gr/handle/3000/2511 | - |
dc.description.abstract | The development of successful long-term relationships with customers is considered to be a sustainable competitive advantage and the enhancement of relationship quality (RQ) is a very important issue for firms today, especially in services. The purpose of this study is to test the effect of respect and rapport on RQ and customer loyalty (CL) in high credence services. A survey was carried out involving a convenience sample of 500 customers of private practice medical doctors from several specialties operating in Athens, Greece. Data was analysed with PLS-PM. Results showed that rapport is the most significant antecedent of RQ followed by two dimensions of respect: responsibility and understanding. Also, respect and rapport indirectly affect customer loyalty through RQ but there is also a direct effect between rapport and responsibility and loyalty. Findings present managerial implications. Future research should validate results in multi-context or multi-country studies. | en_US |
dc.language.iso | en | en_US |
dc.publisher | Westburn Publishers Ltd | en_US |
dc.relation.ispartof | Journal of Customer Behaviour | en_US |
dc.source | Journal of Customer Behaviour 14 (4), 331-351, 2015 | - |
dc.subject | Customer loyalty | en_US |
dc.subject | High-credence services | en_US |
dc.subject | Rapport | en_US |
dc.subject | Relationship marketing | en_US |
dc.subject | Relationship quality | en_US |
dc.subject | Respect | en_US |
dc.title | Modelling the effect of respect and rapport on relationship quality and customer loyalty in high credence services | en_US |
dc.type | Article | en_US |
dc.identifier.doi | 10.1362/147539215X14503490289387 | en_US |
dc.relation.dept | Department of Business Administration | en_US |
dc.relation.faculty | School of Administrative, Economics and Social Sciences | en_US |
dc.relation.volume | 14 | en_US |
dc.relation.issue | 4 | en_US |
dc.identifier.spage | 331 | en_US |
dc.identifier.epage | 351 | en_US |
dc.link | https://www.ingentaconnect.com/content/westburn/jcb/2015/00000014/00000004/art00005 | en_US |
dc.collaboration | University of West Attica (UNIWA) | en_US |
dc.journals | Subscription | en_US |
dc.publication | Peer Reviewed | en_US |
dc.country | Greece | en_US |
local.metadatastatus | verified | en_US |
item.cerifentitytype | Publications | - |
item.languageiso639-1 | en | - |
item.openairetype | Article | - |
item.openairecristype | http://purl.org/coar/resource_type/c_18cf | - |
item.fulltext | No Fulltext | - |
item.grantfulltext | none | - |
crisitem.author.dept | Department of Business Administration | - |
crisitem.author.faculty | School of Administrative, Economics and Social Sciences | - |
crisitem.author.orcid | 0000-0003-1028-146X | - |
crisitem.author.parentorg | School of Administrative, Economics and Social Sciences | - |
Appears in Collections: | Articles / Άρθρα |
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