RIS ID
12428
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.
Publication Details
Kirchmajer, L. & Patterson, P. (2005). An examination of professional services quality as a mediator between interpersonal communication and repurchase intention. In S. Purchase (Eds.), Proceedings of the Australian and New Zealand Marketing Academy Conference (pp. 110-117). Fremantle, Australia: Australian and New Zealand Marketing Academy.