Service Business

, Volume 9, Issue 2, pp 185–208 | Cite as

Using customer contact centres as relationship marketing instruments

  • Zanna van der Aa
  • Josée BloemerEmail author
  • Jörg Henseler
Empirical Article


This article investigates whether, to what extent and how customer contact centres influence customer–firm relationships through customer contact centre quality. The proposed model compiles direct and indirect effects of this form of quality on focal relationship marketing constructs, including customer satisfaction, trust, affective commitment and customer loyalty. A survey of 1,589 customers of three service firms in different industries provides a test of the model. The results indicate that customer contact centre quality is a relational instrument with a positive, direct influence on relationship quality. Its substantial positive effect on customer loyalty is indirect, mediated by relationship quality.


Customer contact centre quality Customer satisfaction Trust Affective commitment Customer loyalty 


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Copyright information

© Springer-Verlag Berlin Heidelberg 2013

Authors and Affiliations

  • Zanna van der Aa
    • 1
  • Josée Bloemer
    • 2
    Email author
  • Jörg Henseler
    • 2
  1. 1.Institute for Management ResearchRadboud University Nijmegen, Owner of MindThemHuissenThe Netherlands
  2. 2.Department of Marketing and Market Research, Institute for Management ResearchRadboud University NijmegenNijmegenThe Netherlands

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