Detail The impact of relationship quality on profitability: A health care services perspective Bibliografi Author: Johnston, Wesley J. (Advisor); Sibley, Robert Edward Topik: BUSINESS ADMINISTRATION; MARKETING|HEALTH SCIENCES; HEALTH CARE MANAGEMENT|BUSINESS ADMINISTRATION; MANAGEMENT Bahasa: (EN )    ISBN: 0-599-39561-3     Penerbit: GEORGIA STATE UNIVERSITY     Tahun Terbit: 1999     Jenis: Theses - Dissertation Fulltext: 9938278.pdf (0.0B; 13 download) Abstract The relational exchange taxonomy, first proposed by Macneil (1980), is exerting profound influence on marketing scholars. As a result, marketing researchers and practitioners alike are rushing to embrace relationship marketing (Berry 1983)—a program of identifying, developing, and maintaining relationships anywhere a relational exchange situation is thought to exist. At the heart of the movement toward a relational exchange taxonomy is an assumption rarely stated and even more rarely demonstrated: strong relationships, as reflected in the surrogate measure of high relationship quality, lead to higher long-term sales and profits. Nevertheless, despite some disagreements over the proper domain of relationship marketing (cf. Jackson 1985), most scholars agree that one of the most appropriate environments for relationship marketing is the services marketing milieu. The purpose of this study is two-fold: (1) to develop a model to test this assumed link between relationship quality and profitability in a services marketing environment, and (2) to operationalize and test a model of the key underlying construct, interorganizational relationship quality. This paper makes a two-fold contribution in that: (1) it provides a conceptual underpinning to explain why researchers and practitioners alike expect high levels of relationship quality—the purported result of relationship marketing efforts—to lead to higher long-term profitability (cf. Kalwani and Narayandas 1995); and (2) it undertakes a rigorous quantitative test of a comprehensive model of interorganizational relationship quality in an important services milieu. Literature from services marketing and relationship research are combined to provide a parsimonious model of interorganizational relationship quality, yet one rich enough to capture real world dynamics. Six research hypotheses relating to the model of relationship quality are presented and tested; five are supported. This study provides new learning on the conceptualization of interorganizational relationship quality and provides a comprehensive theoretical framework in which to use this knowledge to test whether high relationship quality can lead to greater profitability in a key services environment. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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