Effects of ethical sales behaviour, expertise, corporate reputation, and performance on relationship quality and loyalty

Wei-Ming Ou, Chia-Mei Shih, Chin-Yuan Chen and Chih-Wei Tseng

The Service Industries Journal, 2010, vol. 32, issue 5, 773-787

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.

Date: 2010
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DOI: 10.1080/02642069.2010.531268

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