dc.contributor.author |
Van Tonder, Estelle
|
|
dc.contributor.author |
Petzer, Daniël Johannes
|
|
dc.contributor.author |
Van Zyl, Karlien
|
|
dc.date.accessioned |
2017-02-02T09:19:37Z |
|
dc.date.available |
2017-02-02T09:19:37Z |
|
dc.date.issued |
2017-01 |
|
dc.description.abstract |
PURPOSE : The aim of this study is to determine whether customer satisfaction, trust and commitment as relationship quality factors can be valuable to a luxury motor vehicle dealership in generating favourable behavioural intentions concerning post-purchase service and repair offerings. DESIGN / METHODOLOGY / APPROACH : A descriptive research design was followed, and self-administered
questionnaires were fielded among customers of the luxury motor vehicle dealership. A total of 301 questionnaires were returned and the interrelationships between the constructs were examined using structural equation modelling. FINDINGS : It was discovered that customers who trust the dealership may be more committed, and commitment may strengthen the relationship between customer satisfaction and a favourable behavioural
intention towards the dealership. REASEARCH LIMITATIONS / IMPLICATIONS : The findings of the study add to the developing body of empirical literature on relationship quality and behavioural intention. PRACTICAL IMPLICATIONS : The study indicates how relationship quality factors can influence behavioural
intentions of customers, assist in building long-term relationships with customers and retain current customers where post-purchase service and repairs of luxury goods are concerned. ORIGINALITY / VALUE : The study provides an emerging market perspective of the interrelationships between relationship quality factors affecting behavioural intention regarding service and repairs of luxury goods. |
en_ZA |
dc.description.department |
Gordon Institute of Business Science (GIBS) |
en_ZA |
dc.description.librarian |
hb2017 |
en_ZA |
dc.description.uri |
http://www.emeraldinsight.com/loi/ebr |
en_ZA |
dc.identifier.citation |
Estelle Van Tonder, Daniël Johannes Petzer & Karlien van Zyl, (2017), "A mediated model of relationship quality factors affecting behavioural intention at a luxury motor vehicle dealership", European Business Review, vol. 29, iss. 1, pp. 43-60. |
en_ZA |
dc.identifier.issn |
0955-534X (print) |
|
dc.identifier.issn |
1758-7107 (online) |
|
dc.identifier.other |
10.1108/EBR-08-2016-0113 |
|
dc.identifier.uri |
http://hdl.handle.net/2263/58827 |
|
dc.language.iso |
en |
en_ZA |
dc.publisher |
Emerald |
en_ZA |
dc.rights |
© Emerald Group Publishing Limited 2017 |
en_ZA |
dc.subject |
Commitment |
en_ZA |
dc.subject |
Trust |
en_ZA |
dc.subject |
Customer satisfaction |
en_ZA |
dc.subject |
Behavioural intention |
en_ZA |
dc.title |
A mediated model of relationship quality factors affecting behavioural intention at a luxury motor vehicle dealership |
en_ZA |
dc.type |
Postprint Article |
en_ZA |