Predictors of equity in relationships between financial services providers and retail customers

Barnes, James G.; Howlett, Darrin M.

doi:10.1108/02652329810197762

Cited by 90 publications

(78 citation statements)

References 39 publications

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“…Prior studies reveal that relationship programs enhance the flow of information between the bank and customers and increase customers' positive feelings towards their bank. Thus, it will increase the customer satisfaction and relationship strength of the banks (Barnes and Howlett, 1998;Ennew and Binks, 1996). Therefore, based on those empirical findings, hypothesis 2 is proposed as below:…”

Section: Relationship Marketing and Customer Satisfactionmentioning

confidence: 99%

Relationship Marketing and Customer Loyalty: Do Customer Satisfaction and Customer Trust Really Serve as Intervening Variables?

Rizan¹,

Warokka²,

Listyawati³

2014

JMRCS

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To contend the traditional transaction marketing, which focuses on the completion of the transaction and the pursuit of maximizing profits for each transaction, the relationship marketing in the banking sector, on the other hand, offers the establishment of strong relationships and stable partnerships between the bank and its customer in order to maximize the pursuit of the interests of all aspects of the relationship. This paper examined the nature of linkages between relationship marketing and customer loyalty by using customer satisfaction and customer trust as the intervening variables. It investigated the customer perception on customer satisfaction's characteristics and confidence in exchange partner's reliability and integrity as the mediating factors to build their trust on the banking services. The researchers employed 150 respondents of private banking as the sample. This paper used Structural Equation Modeling (SEM) to analysis the relationship. The results revealed that the relationship marketing tactics affected customer loyalty significantly through customer trust and customer satisfaction. It explicitly demonstrates that the banks have undertaken an organization-wide strategy to manage and nurture their interaction with clients and sales prospects as the base for their customer loyalty.

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Section: Relationship Marketing and Customer Satisfactionmentioning

confidence: 99%

Relationship Marketing and Customer Loyalty: Do Customer Satisfaction and Customer Trust Really Serve as Intervening Variables?

Rizan¹,

Warokka²,

Listyawati³

2014

JMRCS

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“…Critics of the relationship concept in RM, regarding the lack of concern for whether the customers are willing participants in a relationship or not, point out a need for research where the relational aspect of RM is focused. 22,19,28,29 Consequently, there is a need to distinguish between a punctual and a relational perspective. 30 -32 The punctual perspective has its roots in the Platonic / Cartesian tradition of studying isolated entities and cause and effect and thus regards consciousness as something individual that receives knowledge in a passive manner.…”

Section: Towards An Intersubjective Understanding Of a Relationshipmentioning

confidence: 99%

Customers’ ways of making sense of a financial service relationship through intersubjective mirroring of others

Eriksson

Söderberg

2010

J Financ Serv Mark

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Kent Erikssonis a professor, chair in applied business studies and is the director of research at the Centre for Banking and Finance (CEFIN) at Royal Institute of Technology. He is an advisor to several doctoral students within the multidisciplinary research environment of CEFIN and has written several books and published articles internationally in the fi eld of retail banking. He has published in the Strategic Management Journal , the Journal of International Business Studies , Journal of Business Research , Industrial Marketing Management among others. Inga-Lill S ö derbergis a doctoral candidate at the Centre for Banking and Finance at Royal Institute of Technology. Her thesis focuses on the ways customers and service providers create new routines to handle the uncertainties entailed in the intersubjectivity of business interactions at bank branches.ABSTRACT The importance of relationships between buyer and sellers in marketing research is well established. This study contributes to relationship marketing (RM) research as it examines the microfoundations of fi nancial service buyer and seller relationships. The study uses intersubjective theory and a qualitative method with the purpose of conceptualising the qualitatively different ways customers experience faceto-face interactions with a service provider. An empirical study is conducted to determine, based on the customer ' s own words, what is experienced in the interaction between the customer and the provider. Findings from the empirical material show that not all personal interactions between customers and a service provider, in this case a bank, can be labelled as relationships. Instead, what customers do perceive as a relationship is an encounter where the interaction entails symmetry in the way the customer and the provider mirror each other. When customers receive a treatment in opposition to an expectation of intersubjectivity, they will not refer to the situation as a relationship and, subsequently, according to the underlying assumptions of RM, do not willingly engage in further business with the provider.

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“…In this sense, loyal customers increase the volume of sales of the company ( Gwinner et al ., 1998 ), reduce the communication costs of attracting new customers ( Payne and Frow, 2005 ) and create brand equity ( Bhattacharya and Sen, 2003 ). These advantages are a consequence of the inelasticity of the customer loyalty demand after price increases, word-of-mouth advertising for the company, cross-selling and more resistance to the competitors ( Barnes and Howlett, 1998 ).…”

Section: Introductionmentioning

confidence: 99%

Perceived value, customer attitude and loyalty in retailing

Ruiz‐Molina

Saura²

2008

J Retail Leisure Property

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Customer perceived value has a subjective nature, since it means an evaluative judgment. In the literature, it has been noted that the value received by the consumer has a number of components that together determine its signifi cance. The literature has also highlighted the existence of a relationship between perceived value and customer attitude, considering this variable an important determinant of customer loyalty. This paper tries to analyse the infl uence of the major components of perceived value on customer attitude and loyalty in several retail activities.

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Predictors of equity in relationships between financial services providers and retail customers

Cited by 90 publications

References 39 publications

Relationship Marketing and Customer Loyalty: Do Customer Satisfaction and Customer Trust Really Serve as Intervening Variables?

Relationship Marketing and Customer Loyalty: Do Customer Satisfaction and Customer Trust Really Serve as Intervening Variables?

Customers’ ways of making sense of a financial service relationship through intersubjective mirroring of others

Perceived value, customer attitude and loyalty in retailing

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