Assignment 3.2 Article Analysis Essay

Assignment 3.2: Article analysis Ali, S. (2011). Scaling for better service performance: Effects of respect and rapport on relationship quality in Malaysia. Interdisciplinary Journal of Research in Business 1(8); 72-82. This article argues that every business uses its effort to come up with the most creative as well as effective method of attracting and keeping customers. In order to be successful in this activity, the businesses should apply their efforts on implementing quality relationship with the customers through interpersonal relationship. The purpose of the study is to suggest two significant methods of implementing an excellent interpersonal relationship with customers. The two methods are rapport and respect. The study uses a sampling design where the researchers develops various questionnaires and supplies them to customers of 16 dental clinics in various parts of Malaysia. Results from the study show that there exists important relationship between the two dimensions concerning rapport and the quality of relationship. Nevertheless, in comparison of the two dimensions, the outcomes indicate that rapport dimensions are the fundamental determinants of quality relationship. The research concludes that rapport demonstrates a stronger influence on relationship quality, which makes a business more competitive through quality customer relationship. Importance of