Please use this identifier to cite or link to this item: http://hdl.handle.net/1959.13/935560

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Title
Examining the effect of relationship quality in the Hong Kong retail banking sector
Author/Creator
Tung, Brian;  Carlson, Jamie
Institution
The University of Newcastle. Faculty of Business & Law, Newcastle Business School
Description
The literature proposes that the relationship marketing approach remains a critical issue in the financial services context (Athanassopoulou 2006; O‘Loughlin et al. 2004). Relationship marketing stresses the development and maintenance of long-term relationships between the firm and its customers (Sheth and Parvatiyar 1995). As a result of the intangible nature and complexity of the characteristics related to service delivery across multiple service channels in the financial services industry, combined with the fiercely competitive environment, it is important for banking firms to adequately manage relationships with customers (Liu and Wu 2008). Importantly, relationship quality is considered as an overall assessment of the strength of a relationship (Garbarino and Johnson 1999) and captures the essence of relationship marketing (Ural 2007).
Relation
2nd International Workshop on Business Education. Conference Proceedings: 2nd International Workshop on Business Education and Research (Kuala Lumpur, Malaysia 10-12 November, 2010) p. 125-130
Date
2010
Publisher
University of Newcastle
Keyword(s)
relationship marketing;  Hong Kong;  banking sector;  financial services
Resource Type
conference paper
Identifier
http://hdl.handle.net/1959.13/935560
Identifier
ISBN:9780646543857
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Subject
"Examining the effect of relationship quality in the Hong Kong retail banking sector"
 
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