Keating, Byron W.; Alpert, Frank; Kriz, Anton; Quazi, Ali - Volkswirtschaftliche Fakultät, … - 2010
This paper is the first to examine the mediating role of relationship quality in the online context. By investigating … this major tenet of customer relationship management theory in this nascent service setting, this paper clarifies the … interaction between service quality and relationship quality, as they impact on customer loyalty. The findings reveal some …