Relationship Quality Scale

Abstract Each marriage is the beginning of multiple intergenerational in-law relationships. Drawing on a survey of 351 women about their relationships with their mothers-in-law (MILs), this article reports on the impact of family triangles and boundary ambiguity on the quality of the relationship. In a three-block regression analysis, predicting a seven-item relationship quality scale, the first block included six demographic variables. The second and third blocks included three survey items each of reported relationship triangles and boundary ambiguity in a woman’s interactions with her MIL. Results revealed that although the couple having children predicted worse relationship quality in the demographic block, that result was no longer significant once family triangle measures were entered. All three measures of boundary ambiguity were also significant. The three measures of boundary ambiguity eclipsed two of the three family triangles when entered in the third block, leaving only the daughter-in-law feeling comfortable going directly to the MIL about important issues still significant.

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Revised Relationship Quality Scale for Caregivers of the Elderly in India

Clinical Gerontologist ◽

10.1080/07317110802468553 ◽

2008 ◽

Vol 32 (1) ◽

pp. 15-25

Author(s):

Rashmi Gupta

Keyword(s):

Relationship Quality ◽

The Elderly ◽

Quality Scale

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Relationship Quality and Customer Demographics in Indian Retail

Dynamic Perspectives on Globalization and Sustainable Business in Asia - Advances in Business Strategy and Competitive Advantage ◽

10.4018/978-1-5225-7095-0.ch008 ◽

2019 ◽

pp. 106-127 ◽

Cited By ~ 1

Author(s):

Ekta Duggal ◽

Harsh V. Verma

Keyword(s):

Relationship Quality ◽

Service Industries ◽

Customer Relationships ◽

Relative Importance ◽

Demographic Groups ◽

Customer Interaction ◽

Long Run ◽

Quality Scale ◽

Retail Business

Service industries are becoming highly contested markets in India. This has shifted the focus of players towards quality and relationship quality. Building lasting customer relationships is the only way to sustain in the long run. Accordingly, quality in different forms needs to be articulated and deconstructed. The complexity of services makes it difficult for firms to satisfy and retain customers. Relationship quality is driven by trust, commitment, and satisfaction. The chapter sought to validate the retail relationship quality scale in Indian context. The components defining relationship quality were investigated to determine their relative importance across different customer groups. It was found that satisfaction with the employees is the most valued aspect across select demographic groups. This reinforces the role of employees in producing outcomes that are likely to bind customers with the service firm. Operationally, it implies that employee-customer interaction is important in managing retail business.

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