Modeling a formative measure of relationship quality and its effects: evidence from the Hong Kong retail banking industry

Title: Modeling a formative measure of relationship quality and its effects: evidence from the Hong Kong retail banking industry
Creator: Tung, Brian; Carlson, Jamie
Relation: Services Marketing Quarterly Vol. 34, Issue 2, p. 139-158
Publisher Link: http://dx.doi.org/10.1080/15332969.2013.770674
Publisher: Taylor & Francis
Resource Type: journal article
Date: 2013
Description: This article explores a formative, hierarchical model of relationship quality and its effects in the Hong Kong retail banking services sector. Data were collected from a survey of 269 customers and analyzed using structural equation modeling (SEM). The findings support the theoretical framework showing relationship quality impacts repurchase intention, cross-buying intention, recommendation behavior, and reduced switching behavior to competitor offerings. Further, a moderating effect of gender was not observed in the framework. The study offers relevant implications as it is among the first to adopt a hierarchical, formative configuration of relationship quality and its effects on consumer behavior in retail banking.
Subject: relationship quality; retail banking; relationship marketing; Hong Kong
Identifier: http://hdl.handle.net/1959.13/1067237
Identifier: uon:18388
Identifier: ISSN:1533-2969
Language: eng
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