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

dc.contributor.authorVan Tonder, Estelle
dc.contributor.authorPetzer, Daniël Johannes
dc.contributor.authorVan Zyl, Karlien
dc.date.accessioned2017-02-02T09:19:37Z
dc.date.available2017-02-02T09:19:37Z
dc.date.issued2017-01
dc.description.abstractPURPOSE : 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.departmentGordon Institute of Business Science (GIBS)en_ZA
dc.description.librarianhb2017en_ZA
dc.description.urihttp://www.emeraldinsight.com/loi/ebren_ZA
dc.identifier.citationEstelle 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.issn0955-534X (print)
dc.identifier.issn1758-7107 (online)
dc.identifier.other10.1108/EBR-08-2016-0113
dc.identifier.urihttp://hdl.handle.net/2263/58827
dc.language.isoenen_ZA
dc.publisherEmeralden_ZA
dc.rights© Emerald Group Publishing Limited 2017en_ZA
dc.subjectCommitmenten_ZA
dc.subjectTrusten_ZA
dc.subjectCustomer satisfactionen_ZA
dc.subjectBehavioural intentionen_ZA
dc.titleA mediated model of relationship quality factors affecting behavioural intention at a luxury motor vehicle dealershipen_ZA
dc.typePostprint Articleen_ZA

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