Professional Documents
Culture Documents
Relationship Quality
Relationship Quality
(Relationship Quality)
(Dwyer, F.R.; Schurr & Chất lượng mối quan hệ là cảm nhận của khách hàng về ba phương
Oh, 1987) diện chủ chốt trong quan hệ: sự hài lòng, tối thiểu hóa chủ nghĩa cơ
hội và niềm tin.
(Crosby et al., 1990) Chất lượng mối quan hệ là cảm nhận của khách hàng về niềm tin và
sự hài lòng đối với người bán.
(Parasuraman et al., Chất lượng mối quan hệ được xem như là một khung tổng quát, phản
1994) ánh tập hợp những đánh giá của khách hàng về những giao dịch mà
họ đã trải nghiệm. Sự hài lòng về các giao dịch chuyên biệt là tiền
đề cho nhận thức về Chất lượng mối quan hệ.
(Wray et al., 1994) Sự hài lòng về mối quan hệ và niềm tin được nhìn nhận là hai tiêu
chí của chất lượng mối quan hệ.
(Hennig-Thurau & Klee, Chất lượng mối quan hệ có thể được xem như mức độ phù hợp của
1997) một mối quan hệ nhằm đáp ứng những mong muốn của khách hàng
về mối quan hệ đó. Khái niệm Chất lượng mối quan hệ bao gồm 3
thành phần: cảm nhận hài lòng của khách hàng về dịch vụ hoặc sản
phẩm, niềm tin vào mối quan hệ với đối tác, và sự cam kết về mối
quan hệ với đối tác.
(Smith, 1998) Chất lượng mối quan hệ là cảm nhận của khách hàng về mối quan
hệ với người đại diện bán hàng qua ít nhất ba thành phần có mối liên
hệ chặt chẽ: niềm tin, sự hài lòng và sự cam kết.
(Jarvelin, 2001) Chất lượng mối quan hệ là cảm nhận về mối quan hệ của các phía
đối tác.
(Naudé & Buttle, 2000) Chất lượng mối quan hệ có năm thuộc tính là: niềm tin, sự thống
nhất, sự thấu hiểu những nhu cầu, năng lực và lợi ích của nhau.
(Lang & Colgate, 2003) Chất lượng mối quan hệ bao gồm: cam kết, niềm tin, sự hài lòng,
quan hệ xã hội và mâu thuẫn.
(Woo & Ennew, 2004) Chất lượng mối quan hệ là khái niệm của sự hợp tác, đáp ứng và bầu
không khí được cảm nhận bởi khách hàng.
(Lages et al., 2005) Chất lượng mối quan hệ được nhìn nhận như là khái niệm đa phương
diện tách biệt nhau nhưng có liên quan lẫn nhau, đó là: mức độ tích
cực của chia sẻ thông tin, chất luợng giao tiếp, định hướng dài hạn
và sự hài lòng về mối quan hệ giữa nhà xuất khẩu và nhập khẩu.
(Huntley, 2006) Chất lượng mối quan hệ được định nghĩa như là: mức độ người mua
hài lòng với mối quan hệ thông qua chất luợng sản phẩm, chất lượng
phục vụ, và giá tiền mà họ trả cho giá trị nhận được.
Al-alak, B. A. M. (2010). Evaluating the Effect of Marketing Activities on Relationship Quality in the Banking Sector : The
Case of Private Commercial Banks in Jordan. International Journal of Marketing Studies, 2(1), 78–92.
Ali Raza, & Rehman, Z. (2012). Impact of relationship marketing tactics on relationship quality and customer loyalty: A case
study of telecom sector of Pakistan. African Journal of Business Management, 6(14), 5085–5092.
Athanasopoulou, P. (2008). Antecedents and consequences of relationship quality in athletic services. Managing Service
Quality, 18(5), 479–495. https://doi.org/10.1108/09604520810898848
Beatson, A., Lings, I., & Gudergan, S. (2008). Employee behaviour and relationship quality: Impact on customers. Service
Industries Journal, 28(2), 211–223.
Bejou, D., Wray, B., & Ingram, T. N. (1996). Determinants of relationship quality: An artificial neural network analysis.
Journal of Business Research, 36(2), 137–143.
Bennett, R., & Barkensjo, A. (2005). Relationship quality, relationship marketing, and client perceptions of the levels of
service quality of charitable organisations. International Journal of Service Industry Management, 16(1), 81–106.
https://doi.org/10.1108/09564230510587168
Bojei, J., & Alwie, A. (2010). The Influence of Relationship Quality on Loyalty in Service Sector. International Journal of
Economics and Management, 4(1), 81–100.
Chen, C. F., & Myagmarsuren, O. (2011). Brand equity, relationship quality, relationship value, and customer loyalty:
Evidence from the telecommunications services. Total Quality Management & Business Excellence, 22(9), 957–974.
Chen, Z. X., Shi, Y., & Dong, D. H. (2008). An empirical study of relationship quality in a service setting: A Chinese case.
Marketing Intelligence & Planning, 26(1), 11–25.
Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship Quality in Services Selling: An Interpersonal Influence
Perspective. Journal of Marketing, 54(3), 68–81. https://doi.org/https://doi.org/10.1177/002224299005400306
De Cannière, M. H., De Pelsmacker, P., & Geuens, M. (2009). Relationship Quality and the Theory of Planned Behavior
models of behavioral intentions and purchase behavior. Journal of Business Research, 62(1), 82–92.
De Wulf, K., & Odekerken-Schröder, G. (2003). Assessing the impact of a retailer’s relationship efforts on consumer’s
attitudes and behavior. Journal of Retailing and Consumer Services, 10(2), 95–108.
Dwyer, F.R.; Schurr, P. H. ., & Oh, S. (1987). Developing Buyer-Seller Relationships. Journal of Marketing, 51(2), 11–27.
Fournier, S. (1998). Consumers and Their Brands: Developing Relationship Theory in Consumer Research. Journal of
Consumer Research, 24(4), 343–353.
Fournier, S., & Yao, J. L. (1997). Research in Marketing Reviving brand loyalty : A reconceptualization within the framework
of consumer-brand relationships. International Journal of Research in Marketing, 14, 451–472.
Hennig-thurau, T. (2010). Relationship Quality and Customer Retention through Strategic Communication of Customer Skills.
Journal of Marketing Management, 1376.
Hennig-Thurau, T., & Klee, A. (1997). The Impact of Customer Satisfaction and Relationship Quality on Customer Retention:
A Critical Reassessment and Model Development. Psychology & Marketing, 14(8), 737–764.
Huang, C.-C., Fang, S.-C., Huang, S.-M., Chang, S.-C., & Fang, S.-R. (2014). The impact of relational bonds on brand loyalty:
the mediating effect of brand relationship quality. Managing Service Quality, 24(2), 184–204.
https://doi.org/10.1108/MSQ-04-2013-0072
Huntley, J. K. (2006). Conceptualization and measurement of relationship quality: Linking relationship quality to actual sales
and recommendation intention. Industrial Marketing Management, 35, 703–714.
Jarvelin, A.-M. (2001). Evaluation of Relationship Quality in Business Relationships. University of Tampere.
Jurisic, B., & Azevedo, A. (2011). Building customer-brand relationships in the mobile communications market: The role of
brand tribalism and brand reputation. Journal of Brand Management, 18(4–5), 349–366.
Keating, B., Rugimbana, R., & Quazi, A. (2003). Differentiating between service quality and relationship quality in
cyberspace. Managing Service Quality, 13(3), 217–232. https://doi.org/10.1108/09604520310476481
Kim, W. G., & Cha, Y. (2002). Antecedents and consequences of relationship quality in hotel industry. International Journal
of Hospitality Management, 21(4), 321–338.
Kressmann, F., Sirgy, M. J., Herrmann, A., Huber, F., Huber, S., & Lee, D. J. (2006). Direct and indirect effects of self-image
congruence on brand loyalty. Journal of Business Research, 59(9), 955–964.
Lages, C., Raquel, C., & Filipe, L. (2005). The RELQUAL scale: a measure of relationship quality in export market ventures.
Journal of Business Research, 58, 1040–1048.
Lang, B., & Colgate, M. (2003). Relationship quality, on-line banking and the information technology gap. International
Journal of Bank Marketing, 21(1), 29–37.
Lin, C.-P., & Ding, C. G. (2005). Opening the black box. Assessing the mediating mechanism of relationship quality and the
moderating effects of prior experience in ISP service. International Journal of Service Industry Management, 16(1), 55–
80. https://doi.org/10.1108/09564230510587159
Liu, C., Maggie, Y., & Lee, C. (2011). The effects of relationship quality and switching barriers on customer loyalty.
International Journal of Information Management, 31(1), 71–79.
Macintosh, G. (2007). Customer orientation, relationship quality, and relational benefits to the firm. Journal of Services
Marketing, 21(3), 150–159.
Meng, J. G., & Ã, K. M. E. (2008). Predictors of relationship quality for luxury restaurants. Journal of Retailing and Consumer
Services, 15, 509–515. https://doi.org/10.1016/j.jretconser.2008.02.002
Moliner, M. A., Sánchez, J., Rodríguez, R. M., & Callarisa, L. (2007). Relationship Quality with a Travel Agency: The
Influence of the Postpurchase Perceived Value of a Tourism Package. Tourism and Hospitality Research, 7(4), 194–211.
Nakhleh, H. M. A. (2012). The relationship between customer relationship marketing tactics, relationship quality and
customer’ s loyalty in mobile communication. Academic Research International, 3(2), 538–547.
Naudé, P., & Buttle, F. (2000). Assessing relationship quality. Industrial Marketing Management, 29(4), 351–361.
Ndubisi, N. O. (2007). Relationship quality antecedents: the Malaysian retail banking perspective. International Journal of
Quality & Reliability Management.
Ou, W. M., Shih, C. M., Chen, C. Y., & Wang, K. C. (2011). Relationships among customer loyalty programs, service quality,
relationship quality and loyalty: An empirical study. Chinese Management Studies, 5(2), 194–206.
Papista, E., & Dimitriadis, S. (2012). Exploring consumer‐brand relationship quality and identification. Qualitative Market
Research, 15(1), 33–56.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of Expectations as a Standard in Measuring
Comparison Service for Quality : Implications Further Research. Journal of Marketing, 58(1), 111–124.
Qin, S., Zhao, L., & Yi, X. (2009). Impacts of customer service on relationship quality: An empirical study in China.
Managing Service Quality, 19(4), 391–409. https://doi.org/10.1108/09604520910971520
Roberts, K., Varki, S., & Brodie, R. (2003). Measuring the quality of relationships in consumer services: An empirical study.
European Journal of Marketing, 37(1/2), 169–196. https://doi.org/10.1108/mbe.2003.26707bae.005
Seyoon, J. P., Jungwoo, L., & Park, J. (2014). Communication effectiveness on IT service relationship quality. Industrial
Management & Data Systems, 114(2), 321–336. https://doi.org/10.1108/IMDS-04-2013-0186
Smith, J. B. (1998). Buyer-seller relationships: Similarity, relationship management, and quality. Psychology & Marketing,
15(1), 3–21.
Sun, H. (2010). Transferring Attributes Of E-Commerce Systems Into Business Benefits: A Relationship Quality Perspective.
Journal of Electronic Commerce Research, 11(2), 92–109.
Tohidinia, Z., & Haghighi, M. (2014). Predictors and outcomes of relationship quality: a guide for customer-oriented
strategies. Business Strategy Series, 12(5), 242–256. https://doi.org/10.1108/17515631111166889
Veloutsou, C., & Moutinho, L. (2009). Brand relationships through brand reputation and brand tribalism. Journal of Business
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Vesel, P., & Zabkar, V. (2010). Comprehension of relationship quality in the retail environment. Managing Service Quality,
20(3), 213–235. https://doi.org/10.1108/09604521011041952
Wong, A., & Sohal, A. (2002a). An examination of the relationship between trust, commitment and relationship quality.
International Journal of Retail and Distribution Management, 30(1), 34–50.
https://doi.org/10.1108/09590550210415248
Wong, A., & Sohal, A. (2002b). Customers’ perspectives on service quality and relationship quality in retail encounters.
Managing Service Quality: An International Journal, 12(6), 424–433. https://doi.org/10.1108/09604520210451902
Wong, Y. H., Hung, H., & Chow, W. (2007). Mediating effects of relationship quality on customer relationships: an empirical
study in Hong Kong. Marketing Intelligence & Planning, 25(6), 581–596.
Woo, K., & Ennew, C. T. (2004). Business‐to‐business relationship quality: An IMP interaction-based conceptualization and
measurement. European Journal of Marketing, 38(9/10), 1252–1271. https://doi.org/10.1108/03090560410548960
Wray, B., Palmer, A., & Bejou, D. (1994). Using Neural Network Analysis to Evaluate Buyer- Seller Relationships. European
Journal of Marketing, 28(10), 32–48.
Wulf, K. De, Odekerken-Schröder, G., & Iacobucci, D. (2013). Investments in Consumer Relationships: A Cross-Country and
Cross-Industry Exploration. Journal of Marketing, 65(4), 33–50.