An examination of professional services quality as a mediator between interpersonal communication and repurchase intention
Year: 2005
Type: other
Abstract: This study examines the role of service quality (SQ) as a mediator between interpersonal communications and repurchase intention in the context of the relationship an individual client has with their personal financial adviser. A new multidimensional scale for interpersonal communications is developed and tested. Three dimensions were identified as: Communications clarity (five items), Social communications (four items), and Information provision (seven items). The results show the communications dimensions play a central role in sharing perceptions of service quality (SQ) and thus repurchase intentions.
Authors: Les Kirchmajer, Paul G. Patterson
Institution: University of Wollongong
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W137433541