Relationship Quality and Its Causal Link to Service Value, Satisfaction, and Word-of-Mouth

Abstract

This study investigates the structural nature of relationship quality and its influence on service value, customer satisfaction, and word-of-mouth (WOM) behavior. The results indicate several important implications. Confirmatory factor analysis results identified a relationship quality construct as a second-order model, which consists of six first-order factors. Structural equation modeling results indicate that relationship quality has a significant positive effect on WOM intention directly and indirectly via satisfaction. Service value meanwhile significantly affects satisfaction, whereas satisfaction has a significant positive influence on WOM behavior. Research also indicates that relationship quality and service value share a coeffect.

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