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  • Managing Customer Relationship Quality in the Service Sector

    Author(s)
    Ndubisi, Nelson Oly
    Griffith University Author(s)
    Ndubisi, Nelson Oly OO.
    Year published
    2005
    Metadata
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    Abstract
    One of the goals of customer relationship management is to develop means by which organizations can motivate valuable customers to remain loyal. However, little is understood about the actual influences of the underpinnings of relationship marketing on relationship quality and customer loyalty from empirical evidence. The current study examines the impact of relational marketing keystones namely, trust, commitment, competence, communication and conflict handling on the quality of firm-customer relationship and customer loyalty, as well as the mediation effect of relationship quality. A total of 230 Malaysian customers ...
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    One of the goals of customer relationship management is to develop means by which organizations can motivate valuable customers to remain loyal. However, little is understood about the actual influences of the underpinnings of relationship marketing on relationship quality and customer loyalty from empirical evidence. The current study examines the impact of relational marketing keystones namely, trust, commitment, competence, communication and conflict handling on the quality of firm-customer relationship and customer loyalty, as well as the mediation effect of relationship quality. A total of 230 Malaysian customers participated in the survey. Findings, managerial and marketing implications are discussed.
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    Journal Title
    International Journal of Operations and Quantitative Management
    Volume
    11
    Issue
    3
    Publisher URI
    http://www.ijoqm.org/v11no3.asp
    Subject
    Business and Management not elsewhere classified
    Business and Management
    Marketing
    Publication URI
    http://hdl.handle.net/10072/58852
    Collection
    • Journal articles

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