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A Construct of META-RELQUAL in Puerto Rican Business Relationships

2011; Escuela Superior Gestion Commercial & Marketing; Volume: 140; Linguagem: Inglês

1989-3574

Juan Carlos Sosa Varela, Göran Svensson, Tore Mysen,

Customer Service Quality and Loyalty

The objective of this study is to examine a construct of META-RELQUAL in Puerto Rican business relationships. The study consists of a sampling frame of the 500 largest companies in Puerto Rico based upon revenue across multiple industries. The response rate was 11%.The analysis yield support to the argument that continuity, trust, coordi- nation, opportunism, commitment, formalization, specific assets, depend- ence, satisfaction and cooperation are separate constructs that play an important role in creating relationship quality in Puerto Rican business relationships.The construct of META-RELQUAL examined appears to be accurate for those Puerto Rican business relationships studied, but only further exami- nation and comparisons will verify its universal application if it is to be seen as a valid and reliable measurement for other countries and their com- panies’ business relationships too. Suggestions for further research are pro- vided.This study is of managerial interest to executives since it provides a frame- work of constructs to be considered in corporate efforts in maintaining sat- isfactory levels of relationship quality in Puerto Rican business relationships. It may also be applicable in other business relationships and countries.This study of the construct of META-RELQUAL makes a contribution to theory since it outlines a higher order-construct and measurement instru- ment for the benefit of other researchers and practitioners in the field. It appears to be the first of its kind in the region of Puerto Rico examining the construct of META-RELQUAL.