The Role of Relationship Quality in the Stratification of Vendors as Perceived by Customers

Dorsch, Michael J.; Swanson, Scott R.; Kelley, Scott W.

doi:10.1177/0092070398262004

Cited by 498 publications

(341 citation statements)

References 47 publications

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“…Although relationship quality has been the focus of many studies, no consensus exists on the operationalization of the construct. Nonetheless, most studies consider relationship quality as a construct that reflects issues around trust (Morgan & Hunt, 1994), commitment (Dorsch et al, 1998;Kumar et al, 1995b;Morgan & Hunt, 1994), satisfaction (Garbarino & Johnson, 1999;Smith, 1998), conflict resolution (Jap et al, 1999;Kumar et al, 1995b), and long-term orientation (Lages et al, 2005;Ural, 2009). For a more comprehensive overview of the relationship quality construct see Athanasopoulou (2009).…”

Section: Relationship Qualitymentioning

confidence: 99%

Do supplier perceptions of buyer fairness lead to supplier sales growth?

Zaefarian

Najafi-Tavani

Henneberg

et al. 2016

Industrial Marketing Management

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Section: Relationship Qualitymentioning

confidence: 99%

Do supplier perceptions of buyer fairness lead to supplier sales growth?

Zaefarian

Najafi-Tavani

Henneberg

et al. 2016

Industrial Marketing Management

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“…Similarly, Ford and Hakanson (2006) considered good quality of relationships with customers as significant assets for brands. certain researchers (Baker, Simpson, & Siguaw, 1999;Dorsch et al, 1998;Lewin & Johnston, 1997) considered commitment and trust as the main elements of relationship quality. Crosby et al (1990) thought about satisfaction and trust as the most important dimensions that form relationship quality.…”

Section: Relationship Qualitymentioning

confidence: 99%

“…Crosby et al (1990) thought about satisfaction and trust as the most important dimensions that form relationship quality. On the other hand, Dorsch et al (1998) declared that relationship quality is composed of trust, commitment, and satisfaction. Similarly, Hibbard et al (2001) considered trust and commitment as key elements to measure relationship quality.…”

Section: Relationship Qualitymentioning

confidence: 99%

Strategic Effects of Product Innovation, Service Quality, and Relationship Quality on Brand Equity

Hanaysha¹,

Hilman²

2015

ASS

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This paper examines the effects of product innovation and service quality on brand equity mediated by relationship quality. To date, the patterns in past research show that there is less attention been paid to examine the importance of product innovation and service quality in affecting brand equity. Thus, in order to explore our knowledge in this area, this study was conducted among car users in Northern region of Malaysia. The data were analyzed using SPSS and Structural Equation Modeling (SEM). The findings indicated that product innovation and service quality have significant positive effects on relationship quality and brand equity. Moreover, the findings revealed that relationship quality mediates the relationship between product innovation and brand equity. It also shows that relationship quality mediates the relationship between service quality and brand equity. Based on these results, several implications and future research suggestions are discussed in this paper in order to explore our knowledge towards the importance of product innovation and service quality in affecting relationship quality and brand equity.

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“…Commitment has also been shown to increase the quality of a relationship thus providing a benefit to the customer (Dorsch, Swanson, and Kelley 1998). Morgan and Hunt (1994) found that the commitment to a relationship decreases the propensity to put an end to a relationship.…”

Section: Commitment Of the Suppliermentioning

confidence: 99%

Determinants of Customer Benefits in Business-to-Business Markets: A Cross-Cultural Comparison

Homburg

Kuester

Beutin

et al. 2005

Journal of International Marketing

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The authors examine the concept of customer benefits in business-to-business markets in an international context. They distinguish between core and add-on benefits, and they discuss product quality, service quality, flexibility, trust, joint action, and commitment of the supplier as determinants of these customer benefits. They base their analysis on 981 respondents in two countries. The results suggest the importance of understanding the determinants in providing customer benefits. Furthermore, the authors observe significant cultural differences with respect to the impact of different determinants on perceived customer benefits. Following a discussion of the results, the authors present managerial implications, research limitations, and directions for further research.

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The Role of Relationship Quality in the Stratification of Vendors as Perceived by Customers

Cited by 498 publications

References 47 publications

Do supplier perceptions of buyer fairness lead to supplier sales growth?

Do supplier perceptions of buyer fairness lead to supplier sales growth?

Strategic Effects of Product Innovation, Service Quality, and Relationship Quality on Brand Equity

Determinants of Customer Benefits in Business-to-Business Markets: A Cross-Cultural Comparison

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