Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration

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The behavioural sequence of the financial services industry in Taiwan: Service quality, relationship quality and behavioural loyalty (2006, background): “Providing qualified service is considered an essential strategy for success and survival in today’s competitive environment [Dawkins and Reichheld, 1990; Parasuraman et al., 1985; Reichheld and Sasser, 1990; Zeithaml et al., 1990].”
Employee behaviour and relationship quality: impact on customers (2008, background): “Previous investigations have variously conceptualised relationship quality as either a higher order construct or as a metaconstruct (see for example De Wulf et al., 2001; Hennig-Thurau et al., 2002).”
A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power (2010, methodology): “Relationship commitment (i.e., a customer’s willingness to maintain a relationship with a firm) was measured by an established three-item scale ( De Wulf et al. 2001 ) (see Appendix A), whereas interaction frequency was measured with the question “how many times in the last 12 months did you interac”