Customer relationship activities, relationship quality and relationship benefits: An empirical study in perspective of customers

被引：0
|
作者：
Zhang, W [1 ]
Wang, YG [1 ]
Dong, YR [1 ]
Yao, Z [1 ]
机构：
[1] Nankai Univ, Int Business Sch, Tianjin 300071, Peoples R China
来源：
2005 International Conference on Services Systems and Services Management, Vols 1 and 2, Proceedings | 2005年
关键词：
relationship activities; relationship quality; relationship benefit;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Managing customer relationships has become the priority of any firm. Accordingly, firms are seeking for more effective relationship activities to improve firm consequences of customer relationship by way of strengthening relationship quality or delivering superior relationship benefits. However, little is known about how various activities may. exert differentiated impacts on firm consequences. This study aims to bridge this gap by examining how each relationship activity may influence firm consequences and what roles relationship quality and benefits may play in such as an influencing process. Statistical evidence shows the mediating role of relationship quality and relationship benefits, and the moderating role of relationship benefits.
引用
收藏
页码：126 / 132
页数：7
相关论文
共 50 条
  • [1] EXAMINATION OF RESTAURANT QUALITY, RELATIONSHIP BENEFITS, AND CUSTOMER RECIPROCITY FROM THE PERSPECTIVE OF RELATIONSHIP MARKETING INVESTMENTS
    Ryu, Kisang
    Lee, Jin-Soo
    [J]. JOURNAL OF HOSPITALITY & TOURISM RESEARCH, 2017, 41 (01) : 66 - 92
  • [2] Empirical study on service quality, relationship quality and customer loyalty
    Xu Pingping
    Zhang Xiaoling
    [J]. PROCEEDINGS OF THE 4TH INTERNATIONAL CONFERENCE ON INNOVATION & MANAGEMENT, VOLS I AND II, 2007, : 1318 - +
  • [3] A Study on the Relationship of Customer Participation, Relationship Quality and Customer Loyalty
    Li Dong
    Zhang Yunchang
    Liu Caijuan
    [J]. EBM 2010: INTERNATIONAL CONFERENCE ON ENGINEERING AND BUSINESS MANAGEMENT, VOLS 1-8, 2010, : 2329 - 2334
  • [4] Impacts of customer service on relationship quality: an empirical study in China
    Qin, Su
    Zhao, Li
    Yi, Xu
    [J]. MANAGING SERVICE QUALITY, 2009, 19 (04): : 391 - 409
  • [5] Impact of Loyalty Programs on Relationship Benefits and Customer Loyalty: A Customer Perspective
    Feng Ning
    Zhang Ming-li
    Tang Sai-li
    [J]. 2010 INTERNATIONAL CONFERENCE ON MANAGEMENT SCIENCE AND ENGINEERING (ICMSE), 2010, : 533 - 538
  • [6] Effects of Relational Benefits in the Model of Customers' Benefits and Relationship Quality in Vietnam
    Nguyen, Phuong T. T.
    Cao, Hieu V. V.
    Phuoc, Hiep M. M.
    Tran, Phong T. T.
    [J]. ECONOMIES, 2022, 10 (11)
  • [7] Empirical study on the influence of commercial friendship on relationship quality and customer loyalty
    Wang Tao
    Guo Rui
    [J]. PROCEEDINGS OF THE 2006 INTERNATIONAL CONFERENCE ON MANAGEMENT SCIENCE & ENGINEERING (13TH), VOLS 1-3, 2006, : 729 - 735
  • [8] An Empirical Study on the Relationship of Customer Participation, Consumer Involvement and Service Quality
    Guo Lin
    [J]. PROCEEDINGS OF THE 11TH EURO-ASIA CONFERENCE ON ENVIRONMENT AND CSR: TOURISM, SOCIETY AND EDUCATION SESSION (PART I), 2015, : 176 - 180
  • [9] An empirical study of dynamic customer relationship management
    Li, Chunqing
    Xu, Yinfeng
    Li, Hongyi
    [J]. JOURNAL OF RETAILING AND CONSUMER SERVICES, 2005, 12 (06) : 431 - 441
  • [10] An empirical study of suppliers' innovative capabilities and their relationship with customers
    He, Mao
    He, Bingquan
    [J]. GMC'07: Proceedings of the Third International Symposium on Global Manufacturing and China, 2007, : 175 - 178
12345