2016
DOI: 10.1108/mrr-10-2014-0232
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Should relationship quality be measured as a disaggregated or a composite construct?

Abstract: Purpose – The purpose of this paper is to report the results of an empirical study that tested two competing models of relationship quality for superiority and further examined the effect of relationship quality antecedents as well as relationship quality constructs on customer loyalty. Design/methodology/approach – Quantitative cross-sectional data generated from 332 informants who are experienced users of banking services formed the fi… Show more

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Cited by 32 publications
(33 citation statements)
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“…The greater the information exchange between the buyer and the seller is, the more able they are to anticipate and respond to each other's needs. Frequent and effective communication helps partners track project progress and reduce self‐interest (Lee & Kim, ), which enhances project implementation and understanding of each other's intent (Izogo, ; Velez, Sanchez, Florez, & Alvarez‐Dardet, ). However, where one party would like to share information but fears that the information will be maliciously used by the counterparty and, as a result, does not share this information.…”
Section: Theoretical Background and Hypothesesmentioning
confidence: 99%
“…The greater the information exchange between the buyer and the seller is, the more able they are to anticipate and respond to each other's needs. Frequent and effective communication helps partners track project progress and reduce self‐interest (Lee & Kim, ), which enhances project implementation and understanding of each other's intent (Izogo, ; Velez, Sanchez, Florez, & Alvarez‐Dardet, ). However, where one party would like to share information but fears that the information will be maliciously used by the counterparty and, as a result, does not share this information.…”
Section: Theoretical Background and Hypothesesmentioning
confidence: 99%
“…Profitability and competitive advantages are gained through ensuring quality relationships exist between banks and their customers, given the level of competition in the banking industry and a dwindling customer base (Ndubisi, 2007;Izogo, Reza, Ogba and Oraedu, 2017). Concisely, sustaining good customer relationships and continuous patronage is regarded as critical for organisational success (Izogo, 2016;Ndubisi Khoo---Lattimore, Yang and Capel, 2011). In this respect, banks find themselves having to trade off tight risk management systems for customer loyalty and retention because such relationships impact banks performance (Hasana, Jackowicz, Kowalewski and Kozłowski, 2017).…”
Section: Customer Alignment and Risk Management Systemsmentioning
confidence: 99%
“…Kim & Cha, 2002;Kim et al, 2006;Cheng et al, 2008;Castellanos-Verdugo et al, 2009;Rajaobelina & Bergeron, 2009). Contrary to previous research, this study addresses the construct at the level of its dimensions, following Balaji's (2015) and Izogo's (2016) assertions that customers are capable of making distinctions between different relationship quality dimensions and that a disaggregate model of relationship quality provides a better explanation of the formation of customer loyalty intentions.…”
Section: Introductionmentioning
confidence: 97%