Employee behaviour and relationship quality : impact on customers

Beatson, Amanda T., Lings, Ian, & Gudergan, Siegfried (2008) Employee behaviour and relationship quality : impact on customers. The Service Industries Journal, 28(2), pp. 211-223.

View at publisher


This paper examines relationship quality as a multidimensional metaconstruct comprising three dimensions; satisfaction, trust and commitment. The role of relationship quality in its nomological network with service orientation as an antecedent construct and consumers’ positive behavioural intentions, perceived switching costs and activism as the consequences is explored. Survey data from 728 travellers are used employing structural equations modelling to test this conceptualisation. We find that service orientation affects relationship satisfaction and trust, and that the latter influences satisfaction and commitment. In turn, satisfaction, trust and commitment have a positive impact on positive behavioural intentions, trust a negative one on activism, and commitment a positive one on perceived switching costs. The implications of this conceptual and empirical understanding of relationship quality are discussed and directions for future research presented.

Impact and interest:

29 citations in Scopus
21 citations in Web of Science®
Search Google Scholar™

Citation counts are sourced monthly from Scopus and Web of Science® citation databases.

These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science® generally from 1980 onwards.

Citations counts from the Google Scholar™ indexing service can be viewed at the linked Google Scholar™ search.

Full-text downloads:

5,084 since deposited on 23 Jun 2009
648 in the past twelve months

Full-text downloads displays the total number of times this work’s files (e.g., a PDF) have been downloaded from QUT ePrints as well as the number of downloads in the previous 365 days. The count includes downloads for all files if a work has more than one.

ID Code: 20535
Item Type: Journal Article
Refereed: Yes
Additional URLs:
Keywords: Services, Relationship Quality, Trust, Satisfaction, Commitment, Service Orientation, Behavioural Intentions
DOI: 10.1080/02642060701842282
ISSN: 0264-2069
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing Management (incl. Strategy and Customer Relations) (150503)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2008 Routledge
Deposited On: 23 Jun 2009 22:59
Last Modified: 29 Feb 2012 13:42

Export: EndNote | Dublin Core | BibTeX

Repository Staff Only: item control page