Van Tonder, EstellePetzer, Daniël JohannesVan Zyl, Karlien2017-02-022017-02-022017-01Estelle 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. 43-60.0955-534X (print)1758-7107 (online)10.1108/EBR-08-2016-0113http://hdl.handle.net/2263/58827PURPOSE : 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© Emerald Group Publishing Limited 2017CommitmentTrustCustomer satisfactionBehavioural intentionPostprint Article