The outcome of company and account manager relationship quality on loyalty, relationship value and performance

  • Alejandro T
  • Souza D
  • Boles J
 et al. 
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Abstract

This study explores the effects of perceived relationship quality of the company and account managers with customers. It examines the effects of both types of relationship quality on relationship outcomes including: loyalty, relationship value, and performance. Consistency and relationship-specific investments are tested as mediating constructs between relationship quality and relationship outcomes. The model was tested in the automotive parts industry in Brazil. Findings indicate that relationship quality with account managers is directly related to loyalty and perceptions of relationship value. However, relationship quality with the firm is related to loyalty indirectly, through relationship-specific investment. Further, perceptions of consistency do not mediate the linkage between relationship quality with the company and account managers and specific investments. Theoretical and managerial implications of the findings are presented. © 2010 Elsevier Inc.

Author-supplied keywords

  • Brazil
  • Loyalty
  • Relationship quality
  • Relationship value

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Authors

  • PLINIO MONTEIROUniversidade Federal de Minas Gerais

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  • Thomas Brashear Alejandro

  • Daniela Vilaca Souza

  • James S. Boles

  • Áurea Helena Puga Ribeiro

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