Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality

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dc.identifier.uri http://dx.doi.org/10.15488/3058
dc.identifier.uri http://www.repo.uni-hannover.de/handle/123456789/3088
dc.contributor.author Hennig-Thurau, Thorsten
dc.contributor.author Gwinner, Kevin P.
dc.contributor.author Gremler, Dwayne D.
dc.date.accessioned 2018-03-01T14:03:52Z
dc.date.available 2018-03-01T14:03:52Z
dc.date.issued 2002
dc.identifier.citation Hennig-Thurau, T.; Gwinner, K.P.; Gremler, D.D.: Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality. In: Journal of Service Research 4 (2002), Nr. 3, S. 230-247. DOI: https://doi.org/10.1177/1094670502004003006
dc.description.abstract The importance of developing and maintaining enduring relationships with customers of service businesses is generally accepted in the marketing literature. A key challenge for researchers is to identify and understand how managerially controlled antecedent variables influence important relationship marketing outcomes (e.g., customer loyalty and word-of-mouth communication). Relational benefits, which have a focus on the benefits consumers receive apart from the core service, and relationship quality, which focuses on the overall nature of the relationship, represent two approaches to understanding customer loyalty and word of mouth. This article integrates these two concepts by positioning customer satisfaction and commitment as relationship quality dimensions that partially mediate the relationship between three relational benefits (confidence benefits, social benefits, and special treatment benefits) and the two outcome variables. The results provide support for the model and indicate that the concepts of customer satisfaction, commitment, confidence benefits, and social benefits serve to significantly contribute to relationship marketing outcomes in services. © 2002, Sage Publications. All rights reserved. eng
dc.language.iso eng
dc.publisher London : SAGE Publications Ltd.
dc.relation.ispartofseries Journal of Service Research 4 (2002), Nr. 3
dc.rights Es gilt deutsches Urheberrecht. Das Dokument darf zum eigenen Gebrauch kostenfrei genutzt, aber nicht im Internet bereitgestellt oder an Außenstehende weitergegeben werden. Dieser Beitrag ist aufgrund einer (DFG-geförderten) Allianz- bzw. Nationallizenz frei zugänglich.
dc.subject business models eng
dc.subject e-commerce eng
dc.subject financial markets eng
dc.subject Internet eng
dc.subject pricing eng
dc.subject.ddc 650 | Management ger
dc.title Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality
dc.type article
dc.type Text
dc.relation.issn 1094-6705
dc.relation.doi https://doi.org/10.1177/1094670502004003006
dc.bibliographicCitation.issue 3
dc.bibliographicCitation.volume 4
dc.bibliographicCitation.firstPage 230
dc.bibliographicCitation.lastPage 247
dc.description.version publishedVersion
tib.accessRights frei zug�nglich


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