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Examination of antecedents of relationship quality in New Zealand: From a perspective of the banking industry
Citation
Khoo-Lattimore, C and Yang, L, Examination of antecedents of relationship quality in New Zealand: From a perspective of the banking industry, 2010 Global Marketing Conference Program, 9-11 September 2010, Tokyo, pp. 564-575. (2010) [Conference Extract]
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Abstract
The purpose of this paper is to examine the impact of five relational dynamics namely
trust, personalisation, communication, conflict handling and empathy, on relationship
quality in the New Zealand banking industry. The data for this study came from a
total of 208 bank customers in Dunedin, New Zealand. The results of the study
conclude that all five dynamics significantly influenced relationship quality.
Item Details
| Item Type: | Conference Extract |
|---|---|
| Keywords: | relationship marketing, banking, customer service, New Zealand |
| Research Division: | Commerce, Management, Tourism and Services |
| Research Group: | Marketing |
| Research Field: | Marketing not elsewhere classified |
| Objective Division: | Economic Framework |
| Objective Group: | Management and Productivity |
| Objective Field: | Marketing |
| UTAS Author: | Yang, L (Dr Lin Yang) |
| ID Code: | 124115 |
| Year Published: | 2010 |
| Deposited By: | TSBE |
| Deposited On: | 2018-02-08 |
| Last Modified: | 2018-03-22 |
| Downloads: | 0 |
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