Abstract
| 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 |
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Mediating role of relationship quality in online services. / Keating, Byron; Alport, Frank; Kriz, Anton; Quazi, Ali.
In: Journal of Computer Information Systems, Vol. 52, No. 2, 11.12.2015, p. 33-41.Research output: Contribution to journal › Article
TY - JOUR
T1 - Mediating role of relationship quality in online services
AU - Keating, Byron
AU - Alport, Frank
AU - Kriz, Anton
AU - Quazi, Ali
PY - 2015/12/11
Y1 - 2015/12/11
N2 - 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
AB - 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
KW - Business and Technology Management
M3 - Article
VL - 52
SP - 33
EP - 41
JO - Journal of Computer Information Systems
JF - Journal of Computer Information Systems
SN - 0022-0310
IS - 2
ER -