Relationship marketing orientation: scale development and cross-cultural validation

Sin, Leo Y.M.; Tse, Alan C. B.; Yau, Oliver H. M.; Chow, Raymond; Lee, Jenny S.Y.; Lau, Lorett B. Y.

doi:10.1016/s0148-2963(02)00493-9

Cited by 193 publications

(224 citation statements)

References 33 publications

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“…This is consistent with previous findings that whom you know, and having guanxi or pulling guanxi are inevitable when dealing with Chinese people (Chen and Chen 2004;Mavondo and Rodrigo 2001;Sin et al 2005). Social relationships and friendship also prevail in personal banking, suggesting that some immigrants wish to receive a similar service experience than they have enjoyed in their native country.…”

Section: My Banker Allows Me To Exceed Lending or Credit Limit Prior supporting

confidence: 91%

Chinese relationship management: a qualitative study of banking in New Zealand

Chai

Dibb

2016

Journal of Strategic Marketing

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Section: My Banker Allows Me To Exceed Lending or Credit Limit Prior supporting

confidence: 91%

Chinese relationship management: a qualitative study of banking in New Zealand

Chai

Dibb

2016

Journal of Strategic Marketing

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“…Building viable bonds, defined as the development of emotional, psychological, economic or physical attachments of two parties acting in a unified manner towards a common destination (Narteh et al, 2013) is one of the primary objectives and success factors of RM (Lambe et al, 2001;Sin, Tse, Yau, Chow, Lee, & Lu, 2005b). In this paper, bonding is measured by four items adapted from two sources (see table 3.0), using five points Likert-type scales anchored by 1= strongly disagree and 5= strongly agree.…”

Section: Bondingmentioning

confidence: 99%

“…In this paper, bonding is measured by four items adapted from two sources (see table 3.0), using five points Likert-type scales anchored by 1= strongly disagree and 5= strongly agree. Previous relational studies have shown significant relationship between bonding, customer satisfaction and loyalty (e.g., Claycomb & Martin, 2001;Geddie et al, 2005;Narteh et al, 2013;Sin et al, 2005b). For example, to investigate the correlations among relational bonds, customer value and customer loyalty, a study involving 613 customers of different segments was conducted in the retail banking industry of Taiwan by Chiu, Hsieh, Li & Lee (2005).…”

Section: Bondingmentioning

confidence: 99%

The Role of Long-Term Orientation and Service Recovery on the Relationships between Trust, Bonding, Customer Satisfaction and Customer Loyalty: The Case of Nigerian Retail Banks

Abubakar¹,

Mokhtar²,

Abdullattef³

2013

ASS

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In spite of consolidation of Nigerian retail banks, the industry is still embattled by customer complaints, lost of customer confidence and loyalty erosion. Extant literature has amply reported the associations between relational dynamics of trust, bonding, customer satisfaction and customer loyalty. However, these reports are contradictory and thus, inconclusive. Meanwhile, literature has argued extensively on the influence of cultural values on customer decision making and buying behaviour. Yet, very little is known of the interaction effect of long-term orientation on the link between trust, bonding and customer satisfaction in retail banking sector. Similarly, while several studies have documented the significant effect of customer complaints on customer loyalty, there is no noticeable research evidence on the intervening effect of service recovery on the relationship between the independent and the dependent variables. To fill these gaps, this conceptual paper is written.

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“…Grönroos (2004) presented a framework of central processes in relationship marketing, which included an interaction process as the core, a planned communication process as the marketing communications support through distinct communications media, and a customer value process as the outcome of relationship marketing. Sin et al (2005) addressed the conceptual and measurement issues associated with the study of relationship marketing orientation (RMO). They first reviewed the concept of RMO and its relative important components and then reported on the construction and psychometric assessment of a measure of RMO.…”

Section: Introductionmentioning

confidence: 99%

Examining the effect of relationship marketing on the frequency of using banking services

Golnarian¹,

Talab²

2014

10.5267/j.msl

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The purpose of this study was to examine the effect of relationship marketing on customers' frequent use of services provided by an Iranian bank named Eghtesad Novin (EN). The present study was a correlational-applied study. The population of this study was all customers who had more than two years of collaboration with the EN Bank and were living in Tehran. Therefore, those branches located in diverse districts of Tehran were selected from all branches across the country. Since each branch was associated with one of quadripartite districts, five branches were selected randomly from each district. Multi-phase cluster random sampling was carried out in these districts. To obtain a sample size, formula of ratio estimation with a relative error of 0.05 and a maximum variance value of 0.50 were used so that the total size of sample was determined as 400 approximately. This study utilized the descriptive survey method. For this purpose, researcher-made questionnaires were used. In order to determine the reliability of the above-mentioned questionnaires, Cronbach's alpha coefficient was used and it was determined as 0.813, which confirmed the questionnaires. In addition, the validity of these questionnaires was reviewed and confirmed using expert opinions and viewpoints of professionals working in the banking sector as well as respectful professors. Inferential statistics as well as SPSS and LISREL software were used in order to design the research model. To this end, the effect of the foundation of relationship marketing including commitment, trust, communication and conflict-handling on customer loyalty, the importance of these factors from the perspective of the customers and the bank's success in creating any of the variables was examined and the data was analyzed using multiple regression method. The results showed that, except commitment, other foundations of relationship marketing had significant and positive effects in this bank.

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Relationship marketing orientation: scale development and cross-cultural validation

Cited by 193 publications

References 33 publications

Chinese relationship management: a qualitative study of banking in New Zealand

Chinese relationship management: a qualitative study of banking in New Zealand

The Role of Long-Term Orientation and Service Recovery on the Relationships between Trust, Bonding, Customer Satisfaction and Customer Loyalty: The Case of Nigerian Retail Banks

Examining the effect of relationship marketing on the frequency of using banking services

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