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dc.contributor.authorNdubisi, Nelson Oly
dc.date.accessioned2017-05-03T14:55:42Z
dc.date.available2017-05-03T14:55:42Z
dc.date.issued2005
dc.date.modified2014-04-24T02:21:57Z
dc.identifier.issn10821910
dc.identifier.urihttp://hdl.handle.net/10072/58852
dc.description.abstractOne 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.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherInternational Forum of Management Scholars
dc.publisher.placeUnited States
dc.publisher.urihttp://www.ijoqm.org/v11no3.asp
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom203
dc.relation.ispartofpageto218
dc.relation.ispartofissue3
dc.relation.ispartofjournalInternational Journal of Operations and Quantitative Management
dc.relation.ispartofvolume11
dc.rights.retentionY
dc.subject.fieldofresearchBusiness and Management not elsewhere classified
dc.subject.fieldofresearchBusiness and Management
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchcode150399
dc.subject.fieldofresearchcode1503
dc.subject.fieldofresearchcode1505
dc.titleManaging Customer Relationship Quality in the Service Sector
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.date.issued2005
gro.hasfulltextNo Full Text
gro.griffith.authorNdubisi, Nelson Oly OO.


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