- 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
- Full Text
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