RELATIONSHIP EFFORT DAN KUALITAS LAYANAN SEBAGAI STRATEGI PENGUAT RELATIONSHIP OUTCOMES (Sebuah Tinjauan Konseptual dalam Bisnis Ritel Modern di Indonesia)

Chr. Whidya Utami




Abstract


This article focuses at the impact of relationship efforts (direct mail, personalization preferential treatment, and tangible rewarding) and service quality made by a retailer in retail business as the strengthening relationship marketing outcomes. At Business-to-Consumer (BTC) relationships and develops a theoretical model of the consumer's perspective. There are two different perspectives: psychological and behavioral outcomes of relationship marketing. The psychological outcomes of trust, commitment and satisfaction relationship are presented. The impact of relationship effort and service quality has been suggested that a way of increasing Sthrenghtening relationship outcomes in retail business through secure relationships between buyers and sellers.


Abstract in Bahasa Indonesia :

Artikel ini berfokus pada dampak dari upaya relasional ( surat langsung, perlakuan preferensi personal dan balas jasa) dan kualitas layanan yang dilakukan seorang pengecer dalam bisnis eceran untuk menghasilkan pemasaran relasional yang kuat. Pada hubungan business to customer(BTC)dan pengembangan model teori perspektif konsumen. Terdapat dua perbedan perspektif: Psykologis dan perilaku di dalam pemasaran relasional. Hasil dari psikologis adalah kepercayaan, komitmen dan kepuasan. Efek dari upaya relasional dan kualitas layanan dapat memberikan masukan dalam meningkatkan kekuatan pemasaran relasional dalam bisnis eceran melalui relationship yang aman diantara pembeli dan penjual

Kata kunci: relationship marketing, bisnis eceran, upaya relasional, kualitas layanan, hasil relasional


Keywords


customer relationship marketing, retail business, relationship effort, service quality, relationship outcomes.

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