DC FieldValueLanguage
dc.contributor.authorGiovanis, Apostolos-
dc.contributor.authorAthanasopoulou, Pinelopi-
dc.date.accessioned2024-06-11T09:52:24Z-
dc.date.available2024-06-11T09:52:24Z-
dc.date.issued2015-
dc.identifiergoogle_scholar-In1YXmwAAAAJ:mVmsd5A6BfQC-
dc.identifier.issn1475-3928-
dc.identifier.otherIn1YXmwAAAAJ:mVmsd5A6BfQC-
dc.identifier.urihttps://uniwacris.uniwa.gr/handle/3000/2511-
dc.description.abstractThe 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.isoenen_US
dc.publisherWestburn Publishers Ltden_US
dc.relation.ispartofJournal of Customer Behaviouren_US
dc.sourceJournal of Customer Behaviour 14 (4), 331-351, 2015-
dc.subjectCustomer loyaltyen_US
dc.subjectHigh-credence servicesen_US
dc.subjectRapporten_US
dc.subjectRelationship marketingen_US
dc.subjectRelationship qualityen_US
dc.subjectRespecten_US
dc.titleModelling the effect of respect and rapport on relationship quality and customer loyalty in high credence servicesen_US
dc.typeArticleen_US
dc.identifier.doi10.1362/147539215X14503490289387en_US
dc.relation.deptDepartment of Business Administrationen_US
dc.relation.facultySchool of Administrative, Economics and Social Sciencesen_US
dc.relation.volume14en_US
dc.relation.issue4en_US
dc.identifier.spage331en_US
dc.identifier.epage351en_US
dc.linkhttps://www.ingentaconnect.com/content/westburn/jcb/2015/00000014/00000004/art00005en_US
dc.collaborationUniversity of West Attica (UNIWA)en_US
dc.journalsSubscriptionen_US
dc.publicationPeer Revieweden_US
dc.countryGreeceen_US
local.metadatastatusverifieden_US
item.cerifentitytypePublications-
item.languageiso639-1en-
item.openairetypeArticle-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
item.fulltextNo Fulltext-
item.grantfulltextnone-
crisitem.author.deptDepartment of Business Administration-
crisitem.author.facultySchool of Administrative, Economics and Social Sciences-
crisitem.author.orcid0000-0003-1028-146X-
crisitem.author.parentorgSchool of Administrative, Economics and Social Sciences-
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