A mediated model of relationship quality factors affecting behavioural intention at a luxury motor vehicle dealership
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 |