search query: @freeterm relationship banking / total: 5
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| Author: | Ennew, C. T. Binks, M. R. |
| Title: | Impact of participative service relationships on quality, satisfaction and retention: An exploratory study |
| Journal: | Journal of Business Research
1999 : OCT, VOL. 46:2, p. 121-132 |
| Index terms: | Banking Financial services Customers service Quality United Kingdom Europe |
| Freeterms: | Relationship banking |
| Language: | eng |
| Abstract: | Beyond a certain minimum level, customers and service providers may be more or less participative. However, participative behaviour should yield benefits. This paper presents an exploratory analysis of the relationship btw. relationship participation, quality, satisfaction, and retention, using data from over 1.200 small firms. The results highlight the importance of participative behaviour, particularly on the part of the service provider, in explaining perceived quality and satisfaction; in turn, satisfaction is found to be an important influence on retention. The direct impact of participation on retention is found to be weak. |
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