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 language | English |
|---|---|
| Pages (from-to) | 43-58 |
| Number of pages | 16 |
| Journal | Total Quality Management and Business Excellence |
| Volume | 15 |
| Issue number | 1 |
| DOIs | |
| State | Published - Jan 2004 |
Keywords
- Information asymmetry
- Relationship quality
- Satisfaction
- Service quality
- Trust