Modeling a Formative Measure of Relationship Quality and Its Effects: Evidence From the Hong Kong Retail Banking Industry

Abstract

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Examining determinants of cross buying behaviour in retail banking

“…advertising) and lead to a pricing advantage over competitors; lower risk and liability exposure due to its knowledge of the customer, and more products and services a customer buys the longer s/he is likely to stay with the firm (Reinartz and Kumar, 2003;Kumar et al, 2008). Consequently, cross-buying and its antecedents represent an important topic which has attracted increasing research and empirical attention in recent years to address the partial defection phenomenon where an increasing number of customers are switching from a monogamous status with a single provider to a polygamous status in retail banking (Aurier and N'Goala, 2010;Tung and Carlson, 2013).…”

“…Studies over the past decade have shown that the concept of relationship quality has been found to be the core of maintaining a healthy relationship between buyers and sellers (Athanasopoulou, 2009;Hennig-Thurau et al, 2002). In retail banking, it has been argued that the development of a strong, high quality customer relationship improves customer loyalty (Lewis and Soureli, 2006;Ndubisi, 2007;Tung and Carlson, 2013), and cross-buying opportunities ( Jeng, 2010;Liu and Wu, 2009;Soureli et al, 2008). In this regard, prior research has focused primarily on the influence of customers' relationship perceptions via a narrow set of relationship quality dimensions directly on cross-buying decisions (e.g.…”

Humanizing websites: Website personality for E-services

“…All other adapted measures for this study were retained. The measures for relationship trust were adapted from Rajaobelina, Brun and Tufaily [21], whist for commitment and satisfaction, measures were adapted from Tung and Carlson [22]. All survey items used a fivepoint Likert scale, with anchors ranging from 1=strongly disagree to 5=strongly agree.…”

Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia

“…Satisfaction is a cumulative act when it is evaluated based on customer's total experiences of product or service consumption (Anderson, Fornell, & Lehmann, 1994). As for trust, the literature has slightly varied but generally similar in definitions over the years; for example as perceived confidence of one party on the reliability and integrity of the exchange partner (Morgan & Hunt, 1994;Tung & Carlson, 2013); perceived credibility and benevolence of other party (Ganesan, 1994;Geyskens, Steenkamp, & Kumar, 1999); and belief that the words and promise of one party is reliable and as such will be fulfilled (Blau, 1964;Moorman, Deshpande, & Zaltman, 1993;Schurr & Ozanne, 1985). In other words, the development of trust is an interpersonal process rather than a personal characteristic of the trusted parties (Deshpande, Farley, & Webster, 1993).…”