An analysis of service quality's impact on relationship quality: Taking the certification industry as an example

This paper adopts the certification industry as the case, in the B2B context, and defines three dimensions of relationship quality (cooperation, adaptability and atmosphere) and four dimensions of service quality ('hard' process quality, 'soft' process quality, potential service capability and outcome quality). Further, this paper analyzes service the quality's impact on relationship quality, and states four related issues and builds a conceptual structural model. The analysis show that 'hard' process quality and outcome quality have positive impact on relationship quality, and 'soft' process quality and potential service capability have not significant impact on relationship quality. Finally, this research proposes some recommendation for management practice.