Abubakar, Muhammad Mujtaba and Mohd Mokhtar, Sany Sanuri and Abdullateef, Aliyu Olayemi (2013) Relationship marketing dynamics, customer satisfaction and customer loyalty in retail banking: The role of long-term orientation culture and service recovery. In: Conference on Business Management Research 2013, December 11, 2013, EDC, Universiti Utara Malaysia, Sintok.

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Abstract

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 on perception, decision making and buying behaviour.Yet, very little is known of the interaction effect of long-term orientation culture on the link between trust, bonding, communication, personalization and customer satisfaction in retail banking sector. Similarly, while several studies have documented the significant effect of customer complaints on customer loyalty, there is no noticeable research evidence on the intervening effect of service recovery on the relationship between customer complaints and customer loyalty.To fill these gaps, this conceptual paper is written

Item Type:	Conference or Workshop Item (Paper)
Uncontrolled Keywords:	Banking industry, Customer complaints, Customer loyalty, Customer satisfaction, Longterm orientation, Relationship marketing dynamics, Service recovery
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	School of Business Management
Depositing User:	Dr. Aliyu Olayemi Abdullateef
Date Deposited:	10 Dec 2015 02:57
Last Modified:	30 May 2016 02:43
URI:	https://repo.uum.edu.my/id/eprint/16351

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