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dc.contributor.authorKeating, Byron
dc.contributor.authorRugimbana, Robert
dc.contributor.authorQuazi, Ali
dc.contributor.editorJay Kandampully
dc.date.accessioned2017-05-03T14:36:51Z
dc.date.available2017-05-03T14:36:51Z
dc.date.issued2003
dc.date.modified2009-12-16T07:12:19Z
dc.identifier.issn09604529
dc.identifier.doi10.1108/09604520310476481
dc.identifier.urihttp://hdl.handle.net/10072/27643
dc.description.abstractThe 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.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherEmerald Group Publishing Ltd
dc.publisher.placeUnited Kingdom
dc.publisher.urihttp://info.emeraldinsight.com/products/journals/journals.htm?id=msq
dc.relation.ispartofpagefrom217
dc.relation.ispartofpageto232
dc.relation.ispartofissue3
dc.relation.ispartofjournalManaging Service Quality: An International Journal
dc.relation.ispartofvolume13
dc.subject.fieldofresearchCommerce, Management, Tourism and Services
dc.subject.fieldofresearchcode15
dc.titleDifferentiating between service quality and relationship quality in cyberspace
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.date.issued2003
gro.hasfulltextNo Full Text
gro.griffith.authorRugimbana, Robert


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