Mediating role of relationship quality in online services

Byron Keating; Frank Alport; Anton Kriz; Ali Quazi

Mediating role of relationship quality in online services

Byron Keating, Frank Alport, Anton Kriz, Ali Quazi

Management

Research output: Contribution to journal › Article

11 Citations (Scopus)

Abstract

This paper is the first to examine the mediating role of relationship quality in the online context. By investigating this major tenet of customer relationship management theory in this nascent service setting, this paper clarifies the interaction between service quality and relationship quality, as they impact on customer loyalty. The findings reveal some fundamental differences in the way that strong relationships and loyalty develop in the online setting vis-à-vis the offline setting

Original language	English
Pages (from-to)	33-41
Number of pages	9
Journal	Journal of Computer Information Systems
Volume	52
Issue number	2
Publication status	Published - 11 Dec 2015

Access to Document

https://www.tandfonline.com/doi/abs/10.1080/08874417.2011.11645538

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Keating, B., Alport, F., Kriz, A., & Quazi, A. (2015). Mediating role of relationship quality in online services. Journal of Computer Information Systems, 52(2), 33-41. https://www.tandfonline.com/doi/abs/10.1080/08874417.2011.11645538

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