The Survey of the Effects of Respect and Rapport on Relationship Quality Perception of Customers of Small Healthcare Firms

Subject Areas : Jounal of Marketing Management

H. Esmailpour ¹ , H. Javan mard ² , A. Bajlan ³

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Received: 2013-08-25 Accepted : 2013-08-25 Published : 2012-06-21

Keywords: Respect, Attention and valuing to the p, understanding, Responsibility, Rapport, Relationship Quality,

Abstract :

Purpose : Consequent upon the intense competitive nature of today’s business environment, service businesses are seeking for the most creative but effective means of attracting and retaining customers. One of the ways is to build quality relationship via interpersonal relationship with customers. The purpose of this paper is to evaluate two ways of building interpersonal relationship with customers –respect and rapport, and their impact on overall customer perceived relationship quality. Methodology : In this investigation the general population has randomly selected for among the patient of dentists all over Arak in 1390.The participants were selected among 220 people to fill in the questionaries.199 out of 220 datas were analyzed to draw the hypothesis. To analyze the datas the data-base Lisrel software was taken in to account. The reliability cooficient of given questionries derived to be 0/917 and was calculated by Korenbakhe Alpha formula. Findings : On the basis of analyzed datas it could be hypothesized that Attention and valuing to the particularity no significantly effect on the relationship quality perception. Understanding has significantly effect on the relationship quality perception. Responsibility has significantly effect on the relationship quality perception. It also hypothesized that being There was a significant relationship between respect and relationship quality. Research Limitations : The analysis has focussed on one city, so the sample, though sufficient, is restricted to one specific case. Managerial Implications : This research is of practical use to service companies (especially healthcare service providers) interested in developing effective strategies for building quality relationship with customers. Building good rapport and respecting customers are useful relational strategies to pursue.