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  • Differentiating between service quality and relationship quality in cyberspace

    Author(s)
    Keating, Byron
    Rugimbana, Robert
    Quazi, Ali
    Griffith University Author(s)
    Rugimbana, Robert
    Year published
    2003
    Metadata
    Show full item record
    Abstract
    The onset of Internet marketing is revolutionising marketing practice. Although growth in sales of goods and services online has been dramatic, very little research has addressed the factors that lead to the delivery of superior service and the creation of effective marketing relationships. This paper explores and defines two related constructs - service quality and relationship quality - to ascertain whether consumers can meaningfully distinguish between the constructs. The research uses focus groups and an online survey to address this issue. The paper finds that, although service quality and relationship quality are ...
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    The onset of Internet marketing is revolutionising marketing practice. Although growth in sales of goods and services online has been dramatic, very little research has addressed the factors that lead to the delivery of superior service and the creation of effective marketing relationships. This paper explores and defines two related constructs - service quality and relationship quality - to ascertain whether consumers can meaningfully distinguish between the constructs. The research uses focus groups and an online survey to address this issue. The paper finds that, although service quality and relationship quality are distinct constructs, they overlap in the area of personal interaction and problem solving. The key drivers for the delivery of superior service and the creation of an effective relationship are reliability and trust emanating from service quality and relationship quality respectively.
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    Journal Title
    Managing Service Quality: An International Journal
    Volume
    13
    Issue
    3
    Publisher URI
    http://info.emeraldinsight.com/products/journals/journals.htm?id=msq
    DOI
    https://doi.org/10.1108/09604520310476481
    Subject
    Commerce, Management, Tourism and Services
    Publication URI
    http://hdl.handle.net/10072/27643
    Collection
    • Journal articles

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