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Author(s): Teresa Fernandes
Teresa Pinto
Title: Relationship quality determinants and outcomes in retail banking services: The role of customer experience
Issue Date: 2019
Abstract: Cultivating high quality relationships with customers is of paramount importance in the banking sector. However, there has been little effort to examine relationship quality (RQ) in financial services, and though the evaluation of RQ should depend on the experience provided, empirical evidence on how customer experience may contribute to RQ is scant. Therefore, based on data collected from 227 retail banking clients, analysed using PLS-SEM, the purpose of this study is to understand the role played by customer experience on RQ in retail banking, and its impact on relational outcomes, comparing customers with and without a dedicated account manager.
Subject: Ciências Sociais, Ciências sociais
Social sciences, Social sciences
Scientific areas: Ciências sociais
Social sciences
Document Type: Artigo em Revista Científica Internacional
Rights: restrictedAccess
Appears in Collections:FEP - Artigo em Revista Científica Internacional

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