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

• Main Authors: Abubakar, Muhammad Mujtaba, Mohd Mokhtar, Sany Sanuri, Abdullateef, Aliyu Olayemi
• 格式: Conference or Workshop Item
• 语言: English
• 出版: 2013
• 主题: HB Economic Theory
• 在线阅读: 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...