IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v41y2021i5-6p330-354.html
   My bibliography  Save this article

Relational bonds, customer engagement, and service quality

Author

Listed:
  • Chia-Wen Chang
  • Heng-Chiang Huang
  • Shih-Ju Wang
  • Han Lee

Abstract

Relational bonds represent a vital concept in relational marketing. Past research indicates that it can increase customer satisfaction and foster WOM. Although relational bonds have been shown to provide a long-lasting competitive advantage, the theoretical mechanisms underlying these relationships are less clear. This study investigates the relationships among relational bonds, customer engagement, service quality, satisfaction and WOM. A structured, self-administered questionnaire was distributed to customers who received aesthetic medicine services from a large medical center in Taiwan. The survey yielded 500 usable responses, with a response rate of 98.61%. The partial least squares method was utilized to obtain parameter estimates and test proposed hypotheses. Measurement accuracy was assured given satisfactory reliability and convergent/discriminant validity assessments, and all hypotheses were supported. The results indicate that relational bonds affect the extent of customer engagement, which in turn influences service quality. Service quality also leads to customer satisfaction and WOM.

Suggested Citation

  • Chia-Wen Chang & Heng-Chiang Huang & Shih-Ju Wang & Han Lee, 2021. "Relational bonds, customer engagement, and service quality," The Service Industries Journal, Taylor & Francis Journals, vol. 41(5-6), pages 330-354, April.
    • Handle: RePEc:taf:servic:v:41:y:2021:i:5-6:p:330-354
    DOI: 10.1080/02642069.2019.1611784
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069.2019.1611784
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642069.2019.1611784?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Zhai, Mengfan & Chen, Yuan, 2023. "How do relational bonds affect user engagement in e-commerce livestreaming? The mediating role of trust," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    2. Adjeng Mariana Febrianti & Ruth Margaret Violenta Sihombing & Salsabila Jannatain Catur Soetjipto, 2022. "Determinant of customer satisfaction and loyalty in using online shopping applications," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(2), pages 119-126, March.
    3. Chao-Chin Huang & Chung-Yuan Tsay & Shih-Chieh Fang & Shyh-Ming Huang, 2023. "A Contingency Model in Establishing Brand Loyalty: Relationship Age as a Moderator," Corporate Reputation Review, Palgrave Macmillan, vol. 26(1), pages 19-32, February.
    4. Rahman, Muhammad Sabbir & Bag, Surajit & Hossain, Md Afnan & Abdel Fattah, Fadi Abdel Muniem & Gani, Mohammad Osman & Rana, Nripendra P., 2023. "The new wave of AI-powered luxury brands online shopping experience: The role of digital multisensory cues and customers’ engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    5. Mobin Fatma & Imran Khan, 2023. "Impact of CSR on Customer Citizenship Behavior: Mediating the Role of Customer Engagement," Sustainability, MDPI, vol. 15(7), pages 1-11, March.
    6. Sandra Maria Correia Loureiro, 2023. "Overview of the brand journey and opportunities for future studies," Italian Journal of Marketing, Springer, vol. 2023(2), pages 179-206, June.
    7. Yu-Hsin Chen & Ching-Jui Keng, 2023. "The effect of subscription relational bond on customer engagement and stickiness in podcast: the moderating role of social connectedness," Service Business, Springer;Pan-Pacific Business Association, vol. 17(3), pages 723-745, September.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:41:y:2021:i:5-6:p:330-354. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.