Relational Perspectives of Perceived Service Quality in the Online and Offline Environments: A Meta-Analysis

Q2 Business, Management and Accounting

Journal of Relationship Marketing Pub Date : 2020-07-02 DOI:10.1080/15332667.2019.1664877

Hechmi Najjar

引用次数: 3

Abstract

Abstract Today, service quality is a major driver enhancing and consolidating the relationship between consumers and their service providers. The diversity of research in this context revealed a gap between empirical results which investigated the relational consequences of service quality, and showed missing studies that allowed generalizing and specifying the perspectives of the service quality in the relational domain. So, this research suggests a Meta-Analytic Structural Equation Modeling (MASEM) to validate a synthetic model integrating perceived quality, satisfaction and loyalty. It is based on 43 recent academic research derived from 22 countries. The results validated the meta-analytic structural model and showed that the service environment moderates causal links between perceived quality, satisfaction and loyalty.

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在线和离线环境中感知服务质量的关系视角:一项元分析

摘要今天，服务质量是增强和巩固消费者与其服务提供商之间关系的主要驱动力。在这种背景下，研究的多样性揭示了调查服务质量的关系后果的实证结果与遗漏的研究之间的差距，这些研究允许在关系领域概括和具体化服务质量的观点。因此，本研究建议采用元分析结构方程建模（MASEM）来验证一个综合感知质量、满意度和忠诚度的综合模型。它基于来自22个国家的43项最新学术研究。结果验证了元分析结构模型，并表明服务环境调节了感知质量、满意度和忠诚度之间的因果关系。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Relationship Marketing Business, Management and Accounting-Marketing

CiteScore

10.20

自引率

0.00%

发文量

期刊介绍： The Journal of Relationship Marketing is a quarterly journal that publishes peer-reviewed (double-blind) conceptual and empirical papers of original works that make serious contributions to the understanding and advancement of relationship and marketing theory, research, and practice. This academic journal is interdisciplinary and international in nature. Topics of interest (not limited to): Evolution and life cycle of RM; theoretical and methodological issues in RM; types of RM, networks and strategic alliances; internal communication, quality, trust, commitment, satisfaction, loyalty, and dissolution in RM; applications of RM in different disciplines and industries; international perspectives in RM; RM strategies in services economy, higher education, and e-commerce; RM, technology, and the Web; profitability and RM; case studies and best practices in RM. If you are interested in becoming an ad-hoc reviewer, please e-mail a brief statement indicating your area of expertise and interest along with a copy of your CV.