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dc.contributor.authorNdubisi, Nelson Oly
dc.contributor.authorShaikh Ali, Siti Haryati
dc.description.abstractOrganizations, especially those in Asia, are increasingly appreciating the value of establishing closer and lasting relationship with customers. With greater access to information from research findings, industry practitioners are implementing different strategies for achieving this goal. This chapter evaluates dual strategies firms in Asia have been using in trying to build lasting relationship with customers, namely respect and rapport. The purpose of this chapter is to examine the concepts of respect and rapport and the effects on the quality of firm-customer relationship and customer loyalty. The chapter draws from existing literature and surveys customers of two service sectors in Asia. The research propositions connecting the two dimensions of interpersonal relationship (i.e. respect and rapport) with relationship quality and customer loyalty are tested and confirmed using standard data analysis procedure. The findings lead to research and managerial implications that conclude the chapter.
dc.publisherIGI Publishing Group
dc.publisher.placeUnited States
dc.relation.ispartofbooktitleHandbook of Research on Managing and Influencing Consumer Behavior
dc.subject.fieldofresearchBusiness and Management not elsewhere classified
dc.titleManaging Service Consumer Behavior and Relationship Dynamics in Asia
dc.typeBook chapter
dc.type.descriptionB1 - Chapters
dc.type.codeB - Book Chapters
gro.facultyGriffith Business School, Department of Marketing
gro.hasfulltextNo Full Text
gro.griffith.authorNdubisi, Nelson Oly OO.

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