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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
Author:Yang, L (Dr Lin Yang)
ID Code:124115
Year Published:2010
Deposited By:Tasmanian School of Business and Economics
Deposited On:2018-02-08
Last Modified:2018-03-22
Downloads:0

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