An empirical study on the service quality´s impacts on relationship quality in B2B context

The high quality of relationship of business to business (B2B) can reduce risks and trade costs and attain double-win of each other. In B2B context, the customers of certification industry are taken as investigation object, the service quality´s impacts on relationship quality is explored in this paper. On the basis of existing researches, four dimensions(process service capability, process interactive quality, potential service capability and result quality) of service quality and three dimensions(cooperate, adoption and atmosphere) of relationship quality are defined, and the model of the service´s impact on relationship quality is constructed. Besides, an empirical research based on 721 customers of certification industry shows that process service capability impacts on relationship quality is significant, and result quality has clear impact on cooperate and adoption of relationship quality are significant, whereas it has not significant impact on atmosphere. Moreover, Process interactive quality, potential service capability has not significant impact on the relationship quality.