A Study of the Impacts of Service Quality on Relationship Quality in Search-Experience-Credence Services

Yi Ching Hsieh, Shu Ting Hiang

Research output: Contribution to journalArticlepeer-review

80 Scopus citations

Abstract

Service quality often has relevance in the formation of an enduring buyer-supplier relationship. This study adopts the multidimensional service quality model, and attempts to find out the effects of three service quality factors - customer-employee interaction, the service environment and the service outcome - on relationship quality under search, experience and credence services. The results of empirical data analysis indicate that all three service quality factors have significant influences on trust and satisfaction of the relationship quality. Moreover, the influence of service quality on relationship quality varies based on the difference in service types. The managerial implications of this study are then discussed.

Original languageEnglish
Pages (from-to)43-58
Number of pages16
JournalTotal Quality Management and Business Excellence
Volume15
Issue number1
DOIs
StatePublished - Jan 2004

Keywords

  • Information asymmetry
  • Relationship quality
  • Satisfaction
  • Service quality
  • Trust

Fingerprint

Dive into the research topics of 'A Study of the Impacts of Service Quality on Relationship Quality in Search-Experience-Credence Services'. Together they form a unique fingerprint.

Cite this