The Mediation Effect of Technical Service on the Relationship of Customer Orientation and Relationship Quality: The Case of B2B Marketplace

2014 ◽  
Vol 15 (2) ◽  
pp. 99-126
Author(s):  
Chang-Juck Suh ◽  
남현정
Keyword(s):  
Relationship Quality ◽  
Customer Orientation ◽  
Mediation Effect ◽  
Technical Service ◽  
Relationship Of ◽  
The Relationship

scholarly journals Mediating Effect of Customer Reliability in the Relationship of the Beauty Professionals' Communication Styles and the Intention to Revisit

2021 ◽  
Vol 27 (6) ◽  
pp. 1472-1481
Author(s):  
Jae-Rim Lee ◽  
Eun-Jun Park
Keyword(s):  
Regression Analysis ◽  
Mediating Effect ◽  
Mediation Effect ◽  
Communication Style ◽  
Communication Styles ◽  
Strategy Development ◽  
Essential Variable ◽  
Relationship Of ◽  
The Relationship ◽  
Intention To Revisit

This study aims to research the mediating effect of customer reliability in the relationship of the beauty professionals' communication styles and the intention to revisit to increase the reliability and revisitation of the customers who use beauty services. A self-administered survey with 23 questions related to general characteristics, communication styles, customer reliability, and intention to revisit was given to 413 customers. Through SPSS 20.0, frequency analysis, factor analysis, reliability analysis, regression analysis, and mediation regression analysis were performed. The result showed that communication style has 3 factors: cooperation type, control type, and professional type and that the customer reliability and the intention to revisit drew single factors, respectively. And all the effects of the beauty professionals' communication style on the customer reliability, the customer reliability on the intention to revisit, and the communication style on the intention to revisit appeared to have a positive effect. Also, the customer reliability showed the mediating effect in the relationship between cooperation type and the intention to revisit. And in the relationship of control type, professional type, and intention to revisit, by the full mediation effect, the customer reliability appeared to work as an essential variable in the relationship of communication style and intention to revisit. Based on this result, the author expects that this study can help expand the training for the communication style that fits the beauty service environment and create profits with the competitiveness reinforcement by the strategy development of proper service training and marketing for beauty professionals.

scholarly journals PENGARUH INFORMATION QUALITY DAN RELATIONSHIP QUALITY TERHADAP UNCERTAINTY REDUCTION DAN PURCHASE INTENTION

2019 ◽  
Vol 3 (1) ◽  
pp. 112
Author(s):  
Melinda Ika Sari ◽  
Keni Keni
Keyword(s):  
Regression Analysis ◽  
Relationship Quality ◽  
Significant Influence ◽  
Purchase Intention ◽  
Information Quality ◽  
Uncertainty Reduction ◽  
Probability Sampling ◽  
Convenience Sampling ◽  
Relationship Of ◽  
The Relationship

Penelitian ini bertujuan untuk menganalisis pengaruh parsial information quality dan relationship quality dalam komunitas online terhadap uncertainty reduction, pengaruh uncertainty reduction terhadap purchase intention, dan pengaruh involvement terhadap hubungan uncertainty reduction dan purchase intention. Subyek penelitian ini adalah orang-orang yang sudah pernah menggunakan salah satu dari komunitas online Youtube, Kompas Tekno, atau Tabloit PULSA untuk mencari informasi mengenai smartphone. Metode pengambilan sampel dilakukan dengan metode non probability sampling dengan teknik pengambilan sampel adalah convenience sampling dengan metode penyebaran kuisioner secara online. Total sampel yang terkumpul ada 159 sampel. Penelitian ini menggunakan dua analisis regresi, yaitu: analisis regresi linier ganda dan moderated regression analysis. Hasil dari penelitian ini adalah secara parsial information quality dan relationship quality memiliki pengaruh positif dan signifikan terhadap uncertainty reduction. Sementara itu, uncertainty reduction memberikan pengaruh yang positif dan signifikan terhadap purchase intention. Involvement sebagai moderator tidak memberikan pengaruh pada hubungan uncertainty reduction dan purchase intention. This study aims to analyze the partial influence of information quality and relationship quality in the online community on uncertainty reduction, the influence of uncertainty reduction on purchase intention, and the influence of involvement on the relationship of uncertainty reduction and purchase intention. The subjects of this study were people who had used one of the online communities: Youtube, Kompas Tekno, or TabloitPULSA to find information about smartphones. This study is using non probability sampling method with convenience sampling as a sampling technique and online questionnaire as a distribution method. The total samples collected were 159 samples. This study used two regression analyses: multiple linear regression analysis and moderated regression analysis. The results of this study are that information quality and relationship quality partially has a positive and significant influence on uncertainty reduction. Meanwhile, uncertainty reduction has a positive and significant influence on purchase intention. Involvement as a moderator has no effect on the relationship of uncertainty reduction and purchase intention.

Relationship Quality in Services

2013 ◽  
pp. 171-190
Author(s):  
Pinelopi Athanasopoulou
Keyword(s):  
Relationship Quality ◽  
Service Providers ◽  
Competitive Environment ◽  
Future Research ◽  
Environment Effect ◽  
Single Dimension ◽  
Antecedents And Consequences ◽  
Relationship Of ◽  
The Relationship ◽  
Development And Evolution

In today’s highly competitive environment, the development of successful relationships with customers is considered a significant competitive advantage. Thus, the maintenance and enhancement of Relationship Quality (RQ) becomes critical for service providers. This chapter aims to analyse the concept of RQ and its antecedents and consequences in the area of services, account for its development and evolution through the last 2 decades, identify the developmental trends in the literature, and offer directions for future research. The field has become more specialised with age and the only area of convergence is the use of trust, satisfaction, and commitment as dimensions of RQ. However, lately RQ is conceptualised as a single dimension concept based on buyer’s perception. Researchers use antecedents that are buyer-related, seller-related, or relationship-related, and the most important consequence investigated is customer loyalty. Lately, RQ research emphasises the importance of the environment effect (technology, economy, culture, etc.), is focusing on multi-industry or multi-country studies, and investigates the relationship of RQ with other major concepts such as service quality.

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