Employee behaviour and relationship quality: impact on customers

Amanda Beatson · Ian N Lings · Siegfried Paul Gudergan

99 citations0/0 files storedService Industries Journal

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Customer Service Quality and Loyalty Job Satisfaction and Organizational Behavior Service and Product Innovation

Abstract

This paper examines relationship quality as a multidimensional metaconstruct comprising three dimensions; satisfaction, trust and commitment. The role of relationship quality in its nomological network with service orientation as an antecedent construct and consumers' positive behavioural intentions, perceived switching costs and activism as the consequences is explored. Survey data from 728 travellers are used, employing structural equations modelling to test this conceptualisation. It is found that service orientation affects relationship satisfaction and trust, and that the latter influences satisfaction and commitment. In turn, satisfaction, trust and commitment have a positive impact on positive behavioural intentions, trust has a negative impact on activism, and commitment a positive one on perceived switching costs. The implications of this conceptual and empirical understanding of relationship quality are discussed and directions for future research presented.

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References

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2015How can employees engage customers?2012Reframing the past: A new approach in service quality assessment 2021How does employee commitment impact customers' attitudinal loyalty?2011Effects of retail employees' behaviours on customers' service evaluation 2017How Gratitude Influences Customer Word-Of-Mouth Intentions and Involvement: The Mediating Role of Affective Commitment

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