... credibility of negative online word-of-mouth (PCNWOM) leads to improved consumer–firm relationship quality (RQ). Design/methodology/approach The authors utilised series of scenario-based experiments (N = 918) to test the research hypotheses. Findings The authors show that a focal customer's...

...Vicente Sales-Vivó; Irene Gil-Saura; Martina G. Gallarza Purpose This paper addresses both conceptual and empirical value co-creation and relationship quality in a triadic approach for a B2B industrial context by 1) reviewing the relationship quality concept when social and economic satisfaction...

...Ibrahim Al Nawas; Shadi Altarifi; Nabil Ghantous The present research hence approaches e-retailer brand relationship quality not only through shoppers' satisfaction and trust but also by including two “emotional” components. First, brand passion embodies consumers' intense and extremely...

.... A systematic search of literature on relationship quality was conducted. Research papers were shortlisted from peer-reviewed journals published between 2007 and 2016. For the convenience of readers, studies on relationship quality are presented in six cross-checked information categories in a table...

...Tsu-Wei Yu; Lu-Ming Tseng Purpose – The purpose of this paper is to closely investigate the antecedents affecting relationship quality and its consequences between life insurers and their customers. Design/methodology/approach – Data were collected from the customers of life insurers...

... the key antecedents enhancing the quality of their relationships. The purpose of this paper is to evaluate the effect of the cost related factors on relationship quality in the retail industry. Design/methodology/approach This study is exploratory in nature and involved factor and multiple regression...