Mediating role of relationship quality in online services

Byron Keating, Frank Alport, Anton Kriz, Ali Quazi

Research output: Contribution to journalArticlepeer-review

11 Citations (Scopus)


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 languageEnglish
Pages (from-to)33-41
Number of pages9
JournalJournal of Computer Information Systems
Issue number2
Publication statusPublished - 11 Dec 2015

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