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| Author: | Caceres, R.C. Paparoidamis, N.G. |
| Title: | Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty |
| Journal: | European Journal of Marketing
2007 : VOL. 41:7/8, p. 836-867 |
| Index terms: | relationship marketing customer relations loyalty trust |
| Language: | eng |
| Abstract: | This study aims to establish a theoretical basis for evaluating a strategic increase in customers' perceptions of service/product quality, especially in terms of an increase in relationship (here as: r-ship.) quality and customer loyalty in a B2B environment. A business loyalty model is empirically tested based on a sample of 234 advertising agencies' clients. Using the Grönroos conceptualisation, a clear pattern of service-quality dimensions is established. Many important findings are also reported, incl. empirical verification of the mediating role of overall r-ship. satisfaction in the formation of loyalty attributes. In addition, the effects of trust and commitment are also verified. |
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