• myGriffith
    • Staff portal
    • Contact Us⌄
      • Future student enquiries 1800 677 728
      • Current student enquiries 1800 154 055
      • International enquiries +61 7 3735 6425
      • General enquiries 07 3735 7111
      • Online enquiries
      • Staff phonebook
    View Item 
    •   Home
    • Griffith Research Online
    • Journal articles
    • View Item
    • Home
    • Griffith Research Online
    • Journal articles
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    Browse

  • All of Griffith Research Online
    • Communities & Collections
    • Authors
    • By Issue Date
    • Titles
  • This Collection
    • Authors
    • By Issue Date
    • Titles
  • Statistics

  • Most Popular Items
  • Statistics by Country
  • Most Popular Authors
  • Support

  • Contact us
  • FAQs
  • Admin login

  • Login
  • The effects of respect and rapport on relationship quality perception of customers of small healthcare firms

    Author(s)
    Shaikh Ali, Siti Haryati
    Ndubisi, Nelson Oly
    Griffith University Author(s)
    Ndubisi, Nelson Oly OO.
    Year published
    2011
    Metadata
    Show full item record
    Abstract
    Abstract Purpose - Consequent upon the intense competitive nature of today's business environment, service businesses are seeking for the most creative but effective means of attracting and retaining customers. One of the ways is to build quality relationship via interpersonal relationship with customers. The purpose of this paper is to evaluate two ways of building interpersonal relationship with customers - respect and rapport, and their impact on overall customer perceived relationship quality, as well as the role of context/environment. Design/methodology/approach - This preliminary study reports on empirical results ...
    View more >
    Abstract Purpose - Consequent upon the intense competitive nature of today's business environment, service businesses are seeking for the most creative but effective means of attracting and retaining customers. One of the ways is to build quality relationship via interpersonal relationship with customers. The purpose of this paper is to evaluate two ways of building interpersonal relationship with customers - respect and rapport, and their impact on overall customer perceived relationship quality, as well as the role of context/environment. Design/methodology/approach - This preliminary study reports on empirical results from a survey of customers of dental clinics in Malaysia. Data from a questionnaire survey of 563 respondents were analysed using factor analysis, Pearson correlation and hierarchical multiple regression analysis. The authors estimated the direct effect of respect and rapport on relationship quality as well as the moderating effect of context (cosmopolitan vs traditional milieu). Findings - The results show that both rapport and respect are important in building quality relationship with customers. Environment/context has a direct effect on relationship quality. Context moderates the relationship between rapport and relationship quality but does not moderate the relationship between respect and relationship quality. Practical implications - This research is of practical use to service companies (especially healthcare service providers) interested in developing effective strategies for building quality relationship with customers. Building good rapport and respecting customers are useful relational strategies to pursue. Originality/value - The effect of rapport and respect on relationship quality in the Asian context has not been studied before. The paper sheds light on the overlooked dimensions of respect and service sector (small healthcare businesses) and also highlights the contextual implications of the findings.
    View less >
    Journal Title
    Asia Pacific Journal of Marketing and Logistics
    Volume
    23
    Issue
    2
    DOI
    https://doi.org/10.1108/13555851111120452
    Subject
    Marketing not elsewhere classified
    Marketing
    Tourism
    Transportation and Freight Services
    Publication URI
    http://hdl.handle.net/10072/44618
    Collection
    • Journal articles

    Footer

    Disclaimer

    • Privacy policy
    • Copyright matters
    • CRICOS Provider - 00233E

    Tagline

    • Gold Coast
    • Logan
    • Brisbane - Queensland, Australia
    First Peoples of Australia
    • Aboriginal
    • Torres Strait Islander