A mediated model of relationship quality factors affecting behavioural intention at a luxury motor vehicle dealership

Abstract

Purpose The aim of this study is to determine whether customer satisfaction, trust and commitment as relationship quality factors can be valuable to a luxury motor vehicle dealership in generating favourable behavioural intentions concerning post-purchase service and repair offerings. Design/methodology/approach A descriptive research design was followed, and self-administered questionnaires were fielded among customers of the luxury motor vehicle dealership. A total of 301 questionnaires were returned and the interrelationships between the constructs were examined using structural equation modelling. Findings It was discovered that customers who trust the dealership may be more committed, and commitment may strengthen the relationship between customer satisfaction and a favourable behavioural intention towards the dealership. Research limitations/implications The findings of the study add to the developing body of empirical literature on relationship quality and behavioural intention. Practical implications The study indicates how relationship quality factors can influence behavioural intentions of customers, assist in building long-term relationships with customers and retain current customers where post-purchase service and repairs of luxury goods are concerned. Originality/value The study provides an emerging market perspective of the interrelationships between relationship quality factors affecting behavioural intention regarding service and repairs of luxury goods.

The interrelationships between relationship marketing constructs and customer engagement dimensions

“…Previous studies have additionally found a positive and significant relationship between trust and customer commitment within the luxury motor vehicle (Van Tonder et al, 2017), the business-to-business (Morgan & Hunt, 1994) and the hospitality industries (Li & Chang, 2016). Trust is believed to reduce perceived risk and thereby enhance a customer's commitment to the provider.…”

“…Empirical support of the interaction effects between customer satisfaction, trust, perceived value and commitment can be found in various studies. For example, the relationship between customer satisfaction and commitment has been confirmed in the luxury motor vehicle industry (Van Tonder, Petzer, & Van Zyl, 2017), as well as in media retailers and travel agencies industries (Hennig-Thurau, 2004). It is believed that customers who have experienced satisfactory performances will want to remain loyal to the organisation (Johnson, Sivadas & Garbarino, 2008, p. 355).…”

A associação da qualidade dos serviços prestados na intenção de reutilização da oficina de concessionárias automotivas autorizadas

“…No mundo cada vez mais globalizado, conectado e rápido, vivendo em um ambiente de negócios altamente competitivo e com as necessidades dos clientes mudando constantemente é difícil reter clientes e muito fácil perdê-los para a concorrência, resultando em perdas financeiras para as organizações (Giovanis, Athanasopoulou, & Tsoukatos, 2015;Tonder, Petzer, & Zyl, 2017). As empresas que prestam serviços buscam implementar uma gestão focada na qualidade dos seus serviços para que potencializarem a satisfação dos seus clientes.…”

“…A associação da qualidade dos serviços prestados na intenção de reutilização da oficina de concessionárias automotivas autorizadas Neste cenário, construir um relacionamento com os clientes de longo prazo é importante para a sobrevivência do negócio (Khojastehpour & Johns, 2014;Tonder et al, 2017). A prestação de serviço tornou-se uma parte importante na estratégia competitiva das empresas que fabricam equipamentos para indústrias manufatureiras (Guajardo, Cohen & Netessine, 2015).…”

Drivers of Service Innovation in Service Organisations

“…According to Van Tonder, Petzer and Van Zyl (2017), the level of competition between service organisations is increasing in South Africa and in other parts of the world, as these organisations operate in a dynamic and competitive business environment. The critical question in service innovation research is whether service innovations within service organisations differ from innovations in manufacturing organisations.…”