Original scientific paper
PERCEIVED CUSTOMER VALUE AND PERCEIVED RELATIONSHIP QUALITY IN RETAIL
Sandra Jelčić
orcid.org/0000-0002-0397-6119
; University of Mostar Faculty of Economics, Bosnia and Herzegovina
Mirela Mabić
orcid.org/0000-0002-1529-7797
; University of Mostar Faculty of Economics, Bosnia and Herzegovina
Abstract
Quality relationships with customers are the very essence of relationship marketing. It is necessary to create and deliver customer value to develop relationship marketing successfully, and to gain sustainable customer loyalty. Having in mind contemporary customers who look for higher customer value the question arises as to whether delivery of higher value is a key to creation of long-term profitable relationships with customers on the retail market. In this paper influence of perceived customer value on perceived relationship quality in retail will be researched. Perceived value has been determined as two-dimensional, as emotional and economic value. Relationship quality in retail will be measured by satisfaction and trust dimensions. The obtained research results will enable better understanding of relationship between the two concepts in retail. It will also provide presumptions for successful management of relationship quality according to perceived customer value dimensions.
Keywords
perceived customer value; perceived relationship quality; retail
Hrčak ID:
236756
URI
Publication date:
10.4.2020.
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