Effects of ethical sales behaviour, expertise, corporate reputation, and performance on relationship quality and loyalty
- 1 April 2012
- journal article
- case studies-and-practical-applications
- Published by Taylor & Francis Ltd in The Service Industries Journal
- Vol. 32 (5), 773-787
- https://doi.org/10.1080/02642069.2010.531268
Abstract
This analysis examines the influence of ethical sales behaviour, salesperson expertise, service performance, corporate reputation, and corporate performance on relationship quality and its consequences from multi-level perspectives in order to identify the nature of mix relationships at different levels. A survey with 505 qualified observations from financial institutions' customers in Taiwan was conducted. A structural equation modelling approach was used. Ethical sales behaviour, salesperson expertise, service performance, corporate reputation, and corporate performance, that is, the antecedents of relationship quality, have significant effects on relationship quality. Relationships exist between salespeople and customers, but customers also establish relationship with the retailers themselves. Satisfactory relationship quality has positive effects on commitment and loyalty. Implications for research and practice are discussed.Keywords
This publication has 50 references indexed in Scilit:
- Investigating the effects of service quality dimensions and expertise on loyaltyEuropean Journal of Marketing, 2009
- Diagnosing the Relationship Between Corporate Reputation and Retail PatronageCorporate Reputation Review, 2006
- Trust‐based commitment: multidimensional consumer‐brand relationshipsJournal of Consumer Marketing, 2005
- Corporate marketing and service brands ‐ Moving beyond the fast‐moving consumer goods modelEuropean Journal of Marketing, 2001
- How Salespeople Build Quality Relationships:: A Replication and ExtensionJournal of Business Research, 2000
- Organizational Identity, Image, and Adaptive InstabilityAcademy of Management Review, 2000
- Retail relationships and store loyalty: A multi-level perspectiveInternational Journal of Research in Marketing, 1997
- Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further ResearchJournal of Marketing, 1994
- The effects of information and company reputation on intentions to buy a business serviceJournal of Business Research, 1993
- On the evaluation of structural equation modelsJournal of the Academy of Marketing Science, 1988