Relationship marketing dynamics, customer satisfaction and customer loyalty in retail banking: The role of long-term orientation culture and service recovery

• 主要な著者: Abubakar, Muhammad Mujtaba, Mohd Mokhtar, Sany Sanuri, Abdullateef, Aliyu Olayemi
• フォーマット: Conference or Workshop Item
• 言語: English
• 出版事項: 2013
• 主題: HB Economic Theory
• オンライン･アクセス: http://repo.uum.edu.my/16351/1/7.pdf; http://repo.uum.edu.my/16351/

Extant literature has amply reported the associations between relationship marketing dynamics, customer satisfaction and customer loyalty. However, these reports are contradictory and thus, inconclusive. Meanwhile, past studies have argued extensively on the influence of individual customer values o...