The telecommunication business in Taiwan flourishes vigorously and competes intensely. It¡¦s not difficult for the proprietors to get new customers, but not easy to cultivate long-term loyal customers. The proprietors also recognize one thing that is very important for them to manage and maintain the special accounts. Moreover, they should think how to provide good quality of one stop shopping and total solution service to make the special accounts satisfied, they will be loyal to telecom and willing to keep long-term relationship. This research is from the special accounts¡¦ recognition to discuss the interaction among relationship quality, its influence variables and customer loyalty, and discuss whether the relationship quality, customer loyalty is changed with the background variables of account managers, special accounts. By means of questionnaire, and proceed real-evidence research, this research applied correlation analysis, ANOVA analysis and regression analysis to analyze the answering data. This dissertation attempts to offer suggestions for telecom managers to promote the special account service. The main results as follow: 1.Relationship quality¡¦s influence variables ¡]similarity, expertise, service tangibility, interaction intensity, mutual disclosure, cooperative intentions¡^make positive and strong outcome with relationship quality, ordered by cooperative intentions, service tangibility, expertise, similarity. 2.Relationship quality ¡]satisfaction, trust, commitment¡^makes positive and strong outcome with customer loyalty, ordered by commitment, trust. 3.Different result of special accounts¡¦ complaint has an obvious difference on the relationship quality and customer loyalty. 4.Different length of the special account service contact has an obvious difference on the relationship quality and customer loyalty. 5.Account managers background variables with sex, working time have obvious difference on the relationship quality and customer loyalty.

Thesis (M.S.)--State University of New York at Binghamton, Department of Psychology, 2009. / Includes bibliographical references.

Thesis (M.A.)--Rowan University, 2008. / Typescript. Includes bibliographical references.

Mak, Chi Kuan. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2008. / Includes bibliographical references (leaves 54-57). / Abstracts in English and Chinese; appendix also in Chinese.

People continually make evaluations of their own and other people’s romantic relationships using various terms of relationship quality. Although relationship quality has been examined intensely among relationship researchers, existing theories have different views on what constitutes relationship quality (e.g., Rusbult, 1980; Sternberg, 1986). In five studies, I used a prototype approach to identify core features of relationship quality which are important for relationship functioning. I proposed that these core features are shared across relationship quality concepts (i.e., commitment, intimacy, love, passion, satisfaction, trust, and relationship quality; Fletcher, Simpson, & Thomas, 2000). Thus, I examined how shared and unique features of relationship quality concepts play a role in romantic relationship functioning. In Study 1, university students listed characteristics of each of the relationship quality concepts. These lists showed both shared features across concepts (e.g., caring, honesty, loyalty, and good communication) and unique features for each concept. In Study 2, another group of university students and a community sample rated how central each feature is to a corresponding concept. The results indicated that shared features were rated as more central to each of the concepts than the unique features. In Study 3, university students rated how important each feature is for good relationship functioning. Overall, as predicted, shared features were rated as more important for relationship functioning than unique features. I recorded reaction times in Study 4 as an implicit measure of judgments about whether shared and unique features were good indicators of relationship functioning. Participants made judgments on shared features more quickly than on unique features. Finally, Study 5 examined how the presence of these prototype features would be related to people’s evaluation of their ongoing romantic relationships. The presence of shared features and unique prototypical features predicted positive relationship evaluation more strongly than the presence of unique non-prototypical features. Overall, the results of these five studies support the idea that there are core characteristics of relationship quality across concepts (i.e., shared features). The current research makes contributions to the area of relationship research by identifying important aspects in evaluating the quality of romantic relationships.

People continually make evaluations of their own and other people’s romantic relationships using various terms of relationship quality. Although relationship quality has been examined intensely among relationship researchers, existing theories have different views on what constitutes relationship quality (e.g., Rusbult, 1980; Sternberg, 1986). In five studies, I used a prototype approach to identify core features of relationship quality which are important for relationship functioning. I proposed that these core features are shared across relationship quality concepts (i.e., commitment, intimacy, love, passion, satisfaction, trust, and relationship quality; Fletcher, Simpson, & Thomas, 2000). Thus, I examined how shared and unique features of relationship quality concepts play a role in romantic relationship functioning. In Study 1, university students listed characteristics of each of the relationship quality concepts. These lists showed both shared features across concepts (e.g., caring, honesty, loyalty, and good communication) and unique features for each concept. In Study 2, another group of university students and a community sample rated how central each feature is to a corresponding concept. The results indicated that shared features were rated as more central to each of the concepts than the unique features. In Study 3, university students rated how important each feature is for good relationship functioning. Overall, as predicted, shared features were rated as more important for relationship functioning than unique features. I recorded reaction times in Study 4 as an implicit measure of judgments about whether shared and unique features were good indicators of relationship functioning. Participants made judgments on shared features more quickly than on unique features. Finally, Study 5 examined how the presence of these prototype features would be related to people’s evaluation of their ongoing romantic relationships. The presence of shared features and unique prototypical features predicted positive relationship evaluation more strongly than the presence of unique non-prototypical features. Overall, the results of these five studies support the idea that there are core characteristics of relationship quality across concepts (i.e., shared features). The current research makes contributions to the area of relationship research by identifying important aspects in evaluating the quality of romantic relationships.

Doctor of Philosophy / Department of School of Family Studies and Human Services / Jared R. Anderson / This study prospectively examined how parent-adolescent relationships influence romantic relationship quality of offspring, utilizing the National Longitudinal Survey of Adolescent Health (ADD Health, n = 3,946). Further, this study investigated whether self-esteem and depression symptoms mediated these relationships, and if gender was a significant moderator. Adolescent girls who perceived their relationships with their mothers and fathers to be strong were more likely to have better quality romantic relationships as young adults. This relationship was found to be direct and indirect, through the effect of self-esteem. Adolescent boys who perceived their relationship with their father to be strong and whose mothers were more knowledgeable about them were less likely to experience depression symptoms as young adults, and in turn, to have better quality romantic relationships. Adolescent boys whose mothers perceived to have a strong relationship with them had higher self-esteem as young adults. Finally, there were significant differences between boys and girls in that the association between mother knowledge and depression symptoms was stronger for boys. Results support the stability of parent-adolescent relationships in influencing future relationships and highlight the importance of parent-adolescent relationships in predicting psychological wellbeing and romantic relationship quality.

Thesis (M.M. (Strategic Marketing))--University of the Witwatersrand, Faculty of Commerce, Law and Management, Graduate School of Business Administration, 2015 / This study aimed to investigate the influence of internal marketing, relationship quality and continuity as predictors of business performance in the investment management industry in South Africa. The tested relationships produced satisfactory results consistent with how they were hypothesised. Specifically, it appears that internal marketing has a positive impact on business performance. These results will have a beneficial outcome on investment management companies and may prompt them to align business strategies to focus more on internal customers which the employees. Relationship quality has a positive effect on business performance and seems to have an encouraging effect on their relationships that are long-term orientated. However, what is evident is that through the alignment of business strategies, it would be advised that investment management companies focus on the quality of relationships that they have with their clients, as this has a favourable result as indicated by the findings of the study. Finally, relationship continuity has a good impact, but there is no significant influence on business performance as indicated by the findings.

Siblings can serve as significant companions and caregivers for individuals with ID throughout the lifespan. Yet, the developmental course of sibling relationships for siblings of individuals with ID has not been well addressed in the current literature. Thus, the current study examined change over time in four dimensions of relationship quality (power, intimacy, conflict, and rivalry) as well as how the constellation variables of sex, birth order, and age differences affected the development of relationship quality. Sibling relationships were found to have a stable power structure, with the nondisabled sibling reporting higher levels of power in the relationship. Developmental trajectories indicated that these relationships grew in positive regard while levels of conflict decreased over time. Yet, behaviors characterizing intimate relationships did not show similar increases. Constellation variables were found to have effects on specific relationship dimensions, including conflict and intimate behaviors.

Extant literature has a controversy over the effects of customer relationship on customer responses to service failure. Buffering perspective suggests that strong relationship can mitigate customers¡¦ unfavorable reactions to service failure; whereas amplifying perspective finds that these negative customer responses are enhanced by strong relationship. Until now, it still lacks a unified framework to explain the mechanisms under each perspective and to reconcile both perspectives. The motivation of this research is to fill up this research gap and to solve the controversy over the effects of customer relationship under service failures. By integrating interdependence theory and reciprocity theory, this research proposes a framework to analyze when and why each of buffering and amplifying effects would occur and how amplifying effects can shift to buffering effects. The major conjectures of the framework proposed by this research are that customer relationship has amplifying effects on customers¡¦ immediate responses while it has buffering effects on their prolonged responses; moreover, customers¡¦ immediate and prolonged responses are guided by different reciprocity motivations and the shift from amplifying effects to buffering effects is triggered by motivation transformation that can be enhanced by increasing a number of customers¡¦ social concerns. This framework is verified through one survey study and two experimental studies. Collectively, the results broadly support that: (a) a customer relationship has amplifying effects on customers¡¦ immediate responses while has buffering effects on their prolonged responses; (b) immediate responses are majorly governed by self-oriented motivations in reciprocation of the firms¡¦ past behavior, whereas to some extent prolonged responses are guided by relationship-oriented motivations in reciprocation of the firms¡¦ anticipated behavior; (c) transformation of reciprocity motivations triggers the shift from amplifying effects into buffering effects; (d) concern about future of relationship with the firm increases the possibility of transformation and thus the occurrence of buffering effects.