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Modeling relationship quality in the parcel delivery services market

机译：包裹运送服务市场中的关系质量建模

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Purpose – The aim of this study is to develop a structural model and test it in the parcel delivery services business-to-business market in order to identify how services quality influences relationship quality and to determine the interactions between constructs of relationship quality. Design/methodology/approach – A structural model was developed using frameworks suggested by Gwinner et al., Hennig-Thurau et al. and Bingguang et al. Online survey research was employed to survey the respondents. Structural equation modeling was employed to estimate structural model and test hypotheses. Findings – The research demonstrated that services quality does not have direct influence on commitment, but impacts it indirectly through various relational benefits. The results imply that services quality is not enough for commitment-based loyalty to develop. Relational benefits are essential. The results demonstrated that special treatment benefits, social benefits and confidence benefits are intricately related and have effect on each other. Main findings of the study demonstrated that in parcel delivery services industry there exist context-specific relationships between constructs of relationship quality. The research found out that the interactions between constructs of relationship quality in parcel delivery services industry are different. Moreover, the empirical study confirmed the existence of industry-specific direct and indirect loyalty drivers. Research limitation/implications – The developed relationship quality model is intentionally limited to parcel delivery services industry in order to examine industry-specific relationships between the constructs. The model could be extended in order to model competition and effects of change in relationship quality on customer life-time-value. Practical implications – The model can be used by managers of parcel delivery companies to assess loyalty and commitment of clients. Originality/value – This study is the first attempt to identify how services quality influences relationship quality, test relationships between constructs of relationship quality and examine context-specific relationship in the parcel delivery market.
机译：目的–这项研究的目的是开发一种结构模型，并在包裹交付服务企业对企业市场中对其进行测试，以便确定服务质量如何影响关系质量并确定关系质量构造之间的相互作用。设计/方法/方法–使用Gwinner等人，Hennig-Thurau等人建议的框架开发了结构模型。和炳光等。在线调查研究被用来调查受访者。使用结构方程建模来估计结构模型并检验假设。研究结果表明，服务质量不会直接影响承诺，而是会通过各种关系收益间接影响承诺。结果表明，服务质量不足以发展基于承诺的忠诚度。关系利益至关重要。结果表明，特殊待遇的收益，社会收益和信心收益之间有着千丝万缕的联系，并且相互影响。该研究的主要发现表明，在包裹递送服务行业中，关系质量的构造之间存在特定于上下文的关系。研究发现，包裹递送服务行业中关系质量的构造之间的相互作用是不同的。此外，实证研究证实了行业特定的直接和间接忠诚度驱动因素的存在。研究的局限性/含意–所开发的关系质量模型有意地局限于包裹递送服务行业，以检查构造之间的特定于行业的关系。可以扩展该模型，以便对竞争和关系质量变化对客户生命周期价值的影响进行建模。实际意义–包裹递送公司的经理可以使用该模型来评估客户的忠诚度和承诺。原创性/价值–这项研究是首次尝试确定服务质量如何影响关系质量，测试关系质量构造之间的关系以及检查包裹交付市场中特定于上下文的关系。

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