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Examination of antecedents of relationship quality in New Zealand: From a perspective of the banking industry
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.
History
Publication title
2010 Global Marketing Conference ProgramPagination
564-575Department/School
TSBEPublisher
Korean Academy of Marketing Science Society for Marketing AdvancesPlace of publication
JapanEvent title
2010 Global Marketing ConferenceEvent Venue
TokyoDate of Event (Start Date)
2010-09-09Date of Event (End Date)
2010-09-11Repository Status
- Restricted