Relationship quality as a predictor of B2B customer loyalty
Abstract
This study aims to provide a picture of how relationship quality can influence customer loyalty in the business-to-business (B2B) context. Building on prior research, we propose relationship quality as a higher construct comprising trust, commitment, satisfaction and service quality. We believe that these dimensions of relationship quality can reasonably explain the influence of overall relationship quality on customer loyalty. In addition, this...
Paper Details
Title
Relationship quality as a predictor of B2B customer loyalty
Published Date
Jan 1, 2007
Journal
Volume
60
Issue
1
Pages
21 - 31
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