search query: @author Balakrishnan, A.A. / total: 1
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| Author: | Shamdasani, P.N. Balakrishnan, A.A. |
| Title: | Determinants of relationship quality and loyalty in personalized services |
| Journal: | Asia Pacific Journal of Management
2000 : DEC, VOL. 17:3, p. 399-422 |
| Index terms: | CUSTOMER RELATIONS ENVIRONMENT SERVICE INDUSTRIES SERVICE QUALITY ASIA |
| Language: | eng |
| Abstract: | The study adopts a relationship perspective to examine and better understand customers' interactions with service firms' contact personnel, physical environment and customer environment and their influence on the relationship quality, that is trust and satisfaction, and consequently loyalty. The conceptual model, which integrates relational and evaluative perspectives, is validated in the Asian context of a personalized service through findings from a survey of 325 respondents. The findings at the aggregate level indicate that while the physical environment is an important determinant of both trust and satisfaction in personalized service encounters, the customer environment influences only satisfaction but not trust. |
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