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Determinants of Relationship Quality and Loyalty in Personalized Services · Study

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ArticleDeterminants of Relationship Quality and Loyalty in Personalized Services

Prem N. Shamdasani2000

Article2000

Determinants of Relationship Quality and Loyalty in Personalized Services

Prem N. Shamdasani · Audrey A. Balakrishnan

154 citations·0/0 files stored·Asia Pacific Journal of Management

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Customer Service Quality and Loyalty Consumer Behavior in Brand Consumption and Identification Service and Product Innovation

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References

1994The Commitment-Trust Theory of Relationship Marketing 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 1997An Examination of the Nature of Trust in Buyer-Seller Relationships 1994Customer Loyalty: Toward an Integrated Conceptual Framework 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective

Cited by

2013The impact of outcome quality, interaction quality, and peer‐to‐peer quality on customer satisfaction with a hospital service 2009Antecedents and consequences of buyer‐seller relationship quality in the financial services industry 2005Opening the black box 2009Public service quality and customer satisfaction: exploring the attributes of service quality in the public sector 2008Relationship Quality: a literature review and research agenda

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Year2000

Typearticle

Published2000-12-01

VenueAsia Pacific Journal of Management

ISSN-L0217-4561

Languageen

Citations154

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1023/a:1015834214570

openalex_workW164469240

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2009The employee‐customer relationship quality

2009The moderating role of switching barriers on customer loyalty in the life insurance industry

2019Moving out of the silo: How service quality innovations can develop customer loyalty in Indonesia’s hotels