IDEAS home Printed from https://ideas.repec.org/
MyIDEAS: Login to save this paper or follow this series

Exploring the mediating role of relationship quality in online services

  • Keating, Byron W.
  • Alpert, Frank
  • Kriz, Anton
  • Quazi, Ali
Registered author(s):

    This paper is the first to examine the mediating role of relationship quality in the online context. By investigating this major tenet of customer relationship management theory in this nascent service setting, this paper clarifies the interaction between service quality and relationship quality, as they impact on customer loyalty. The findings reveal some fundamental differences in the way that strong relationships and loyalty develop in the online setting vis-à-vis the offline setting. The findings of this empirical research support the existence of a partial mediating relationship. While effective service delivery was found to enhance the quality of customer-firm relationships, and consequently, the customer’s perceived loyalty to their main financial institution; there was also evidence of a concurrent link between service quality and loyalty. This finding suggests that a strong relationship does not make customers immune to poor future services, and that firms operating in the online environment should maintain high service standards if they are to enjoy continued loyalty from their customers.

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.

    File URL: https://mpra.ub.uni-muenchen.de/40506/1/MPRA_paper_40506.pdf
    File Function: original version
    Download Restriction: no

    Paper provided by University Library of Munich, Germany in its series MPRA Paper with number 40506.

    as
    in new window

    Length:
    Date of creation: 2010
    Date of revision:
    Publication status: Published in Journal of Computer Information Systems 2.52(2011): pp. 33-41
    Handle: RePEc:pra:mprapa:40506
    Contact details of provider: Postal: Schackstr. 4, D-80539 Munich, Germany
    Phone: +49-(0)89-2180-2219
    Fax: +49-(0)89-2180-3900
    Web page: https://mpra.ub.uni-muenchen.de

    More information through EDIRC

    References listed on IDEAS
    Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:

    as in new window
    1. Chiung-Ju Liang & Hui-Ju Chen & Wen-Hung Wang, 2008. "Does online relationship marketing enhance customer retention and cross-buying?," The Service Industries Journal, Taylor & Francis Journals, vol. 28(6), pages 769-787, July.
    2. Harris, Katherine E. & Grewal, Dhruv & Mohr, Lois A. & Bernhardt, Kenneth L., 2006. "Consumer responses to service recovery strategies: The moderating role of online versus offline environment," Journal of Business Research, Elsevier, vol. 59(4), pages 425-431, April.
    3. Garbarino, Ellen & Strahilevitz, Michal, 2004. "Gender differences in the perceived risk of buying online and the effects of receiving a site recommendation," Journal of Business Research, Elsevier, vol. 57(7), pages 768-775, July.
    4. Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
    5. Jarvis, Cheryl Burke & MacKenzie, Scott B & Podsakoff, Philip M, 2003. " A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research," Journal of Consumer Research, University of Chicago Press, vol. 30(2), pages 199-218, September.
    Full references (including those not matched with items on IDEAS)

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    When requesting a correction, please mention this item's handle: RePEc:pra:mprapa:40506. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Ekkehart Schlicht)

    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.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with 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 profile, as there may be some citations waiting for confirmation.

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

    This information is provided to you by IDEAS at the Research Division of the Federal Reserve Bank of St. Louis using RePEc data.