...
  • 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>The Service industries journal >An integrative approach to relationship marketing, customer value, and customer outcomes in the retail banking industry: a customer-based perspective from Turkey
【24h】

An integrative approach to relationship marketing, customer value, and customer outcomes in the retail banking industry: a customer-based perspective from Turkey

机译：零售银行业中关系营销，客户价值和客户成果的综合方法：土耳其基于客户的观点

获取原文
获取原文并翻译 | 示例
           
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

Given how important it is to provide superior value to customers and to maintain customer loyalty for a sustainable competitive advantage, the aim of this paper is to examine the relationships among relationship marketing components of - trust, competency, commitment, communication, and conflict handling, - relationship investment, relationship quality, perceived customer value, satisfaction and loyalty in an integrated framework in the Turkish retail banking industry. Unlike previous studies, this research extends the literature by analysing affective as well as cognitive dimensions in the same model with a holistic view by simultaneously examining the direct and indirect effects of the related concepts. The distinctive nature of this study is its evaluation of customer satisfaction and loyalty from the perspective of actual consumers. The research model was tested using data collected from 685 retail banking customers by applying structural equation modelling. The findings show that relationship marketing induces loyalty through relationship quality, customer value, and satisfaction, which are mainly provided by trust, communication, and relationship investment. Furthermore, relationship investment and relationship quality are the most important factors in the development of customer value, satisfaction, and loyalty. The emotional value dimension, which captures the affective aspects of perceived value, has the strongest effect on both satisfaction and loyalty.
机译：鉴于为客户提供卓越的价值并保持客户忠诚度以实现持续的竞争优势至关重要，因此本文的目的是研究关系营销要素之间的关系-信任，能力，承诺，沟通和冲突处理， -在土耳其零售银行业的综合框架中进行关系投资，关系质量，感知的客户价值，满意度和忠诚度。与以前的研究不同，本研究通过分析同一概念的直接和间接影响，从整体角度分析同一模型中的情感和认知维度，从而扩展了文献范围。这项研究的独特之处在于，它从实际消费者的角度评估了客户的满意度和忠诚度。通过使用结构方程模型，使用从685个零售银行客户那里收集的数据对研究模型进行了测试。研究结果表明，关系营销通过关系质量，客户价值和满意度来诱导忠诚，而忠诚主要由信任，沟通和关系投资来提供。此外，关系投资和关系质量是发展客户价值，满意度和忠诚度的最重要因素。情感价值维度捕获了感知价值的情感方面，对满意度和忠诚度都有最强的影响。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号