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

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...

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Main Authors: Abubakar, Muhammad Mujtaba, Mohd Mokhtar, Sany Sanuri, Abdullateef, Aliyu Olayemi
Format: Conference or Workshop Item
Language:English
Published: 2013
Subjects:
HB Economic Theory
Online Access:http://repo.uum.edu.my/16351/1/7.pdf
http://repo.uum.edu.my/16351/
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spelling my.uum.repo.163512016-05-30T02:43:21Z http://repo.uum.edu.my/16351/ Relationship marketing dynamics, customer satisfaction and customer loyalty in retail banking: The role of long-term orientation culture and service recovery Abubakar, Muhammad Mujtaba Mohd Mokhtar, Sany Sanuri Abdullateef, Aliyu Olayemi HB Economic Theory 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 2013-12-11 Conference or Workshop Item PeerReviewed application/pdf en http://repo.uum.edu.my/16351/1/7.pdf 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.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic HB Economic Theory
spellingShingle HB Economic Theory
Abubakar, Muhammad Mujtaba
Mohd Mokhtar, Sany Sanuri
Abdullateef, Aliyu Olayemi
Relationship marketing dynamics, customer satisfaction and customer loyalty in retail banking: The role of long-term orientation culture and service recovery
description 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
format Conference or Workshop Item
author Abubakar, Muhammad Mujtaba
Mohd Mokhtar, Sany Sanuri
Abdullateef, Aliyu Olayemi
author_facet Abubakar, Muhammad Mujtaba
Mohd Mokhtar, Sany Sanuri
Abdullateef, Aliyu Olayemi
author_sort Abubakar, Muhammad Mujtaba
title Relationship marketing dynamics, customer satisfaction and customer loyalty in retail banking: The role of long-term orientation culture and service recovery
title_short Relationship marketing dynamics, customer satisfaction and customer loyalty in retail banking: The role of long-term orientation culture and service recovery
title_full Relationship marketing dynamics, customer satisfaction and customer loyalty in retail banking: The role of long-term orientation culture and service recovery
title_fullStr Relationship marketing dynamics, customer satisfaction and customer loyalty in retail banking: The role of long-term orientation culture and service recovery
title_full_unstemmed Relationship marketing dynamics, customer satisfaction and customer loyalty in retail banking: The role of long-term orientation culture and service recovery
title_sort relationship marketing dynamics, customer satisfaction and customer loyalty in retail banking: the role of long-term orientation culture and service recovery
publishDate 2013
url http://repo.uum.edu.my/16351/1/7.pdf
http://repo.uum.edu.my/16351/
_version_ 1644281946443874304
score 13.211869

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