Do customer equity drivers affect customer relationship quality and customer relational outcomes in banking

2021 ◽  
Vol 13 (1) ◽  
pp. 1
Author(s):  
Adel A. Al Wugayan
Keyword(s):  
Relationship Quality ◽  
Customer Equity ◽  
Customer Relationship ◽  
Relational Outcomes

scholarly journals A Study on Relationships among Customer Value, Relationship Quality and Customer Equity: Zhengzhou Bank of Communications as an Example

2011 ◽  
Vol 2 (1) ◽  
pp. 70
Author(s):  
Wu Jianxun ◽  
Xu Xiaodi
Keyword(s):  
Relationship Quality ◽  
Customer Relationship Management ◽  
Significant Influence ◽  
Customer Value ◽  
Relationship Management ◽  
New Economy ◽  
Customer Equity ◽  
Customer Relationship ◽  
Key Dimensions

Various studies on customer relationship management are carried out with the arrival of the new economy because intensified competitions among companies highlight the unprecedented importance of the customers. Based on the literature review of previous researches, the authors first put forward the model of customer relationship management, which is based on customer equity, then verify how the key dimensions in customer value influence customer equity and also discuss the role of relationship quality- mediating. The authors finally come to the conclusion that customer value has significant influence on customer satisfaction; and relationship quality also exerts significant influence on customer equity.

scholarly journals Customer Relationships in Banking: Does relationship strength influence relationship quality and outcomes?

2020 ◽  
Vol 23 (1) ◽  
pp. 61-97
Author(s):  
Adel A Al-Wugayan
Keyword(s):  
Relationship Quality ◽  
Service Industry ◽  
Group Analysis ◽  
Retail Banking ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Relational Quality ◽  
Relationship Strength ◽  
Relationship Length ◽  
Relational Outcomes

This study investigates how customer-bank relationship strength dimensions, reflected by relationship length, depth and width, influence the associations between customer-perceived relationship quality and relational outcomes in retail bank service industry. To date, it’s still unclear whether relationship strength could contribute to, or detract from, customer relationship quality and outcome. A total of 2,029 bank customers in Kuwait are surveyed and data collected is analyzed using PLS-SEM modeling to validate the proposed conceptual framework followed by Multi-Group Analysis to test study hypotheses. Obtained findings show that the linkages between relationship quality components (satisfaction, trust and commitment) and relational outcomes (loyalty and Word-of-Mouth) are affected by the level of relationship length and depth, while relationship width only influenced the association between satisfaction and relational quality. The inclusion of relationship strength that represents past customer behavior provides a more accurate and comprehensive view of the dynamics of the interrelationship between key antecedents and consequences of relationship marketing in the retail banking industry.

Exploring the Effects of Blog Visit Experience on Relationship Quality

2012 ◽  
Vol 8 (2) ◽  
pp. 1-14 ◽  
Author(s):  
Su-Fang Lee ◽  
Wen-Jang Jih
Keyword(s):  
Relationship Quality ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Treatment Process ◽  
Subsequent Treatment ◽  
Customer Relationship ◽  
Patient Relationship ◽  
Cardiac Illness ◽  
Knowledge Intensive

A blog was created to help cardiac illness patients and their families cope with the anxiety caused by their health problems and the subsequent treatment process. An empirical study reveals that the customer relationship management practices of the blog site affect visitors’ visit experience, their relationship learning, and how these latter two variables in turn have a significant impact on the quality of patient relationship with the physician. The study confirms the value of Web 2.0 applications in knowledge-intensive domains such as cardiac surgery.

Relationship quality as an antecedent of customer relationship proneness: A cross-cultural study between Spain and Mexico

2018 ◽  
Vol 42 ◽  
pp. 78-87 ◽  
Author(s):  
Ana Olavarría-Jaraba ◽  
Jesús J. Cambra-Fierro ◽  
Edgar Centeno ◽  
Rosario Vázquez-Carrasco
Keyword(s):  
Relationship Quality ◽  
Cultural Study ◽  
Cross Cultural ◽  
Customer Relationship ◽  
Cross Cultural Study

scholarly journals Retail Banking and Customer Relationship Quality Issues in Indonesia

2012 ◽  
Vol 65 ◽  
pp. 542-548 ◽  
Author(s):  
Syafrizal ◽  
Nabsiah Abdul Wahid ◽  
Ishak Ismail
Keyword(s):  
Relationship Quality ◽  
Retail Banking ◽  
Customer Relationship ◽  
Quality Issues

The role of salespeople in developing life insurance customer loyalty

2016 ◽  
Vol 44 (1) ◽  
pp. 22-37 ◽  
Author(s):  
Tsu-Wei Yu ◽  
Lu-Ming Tseng
Keyword(s):  
Relationship Quality ◽  
Customer Loyalty ◽  
Life Insurance ◽  
Structural Equation ◽  
Insurance Industry ◽  
Customer Relationship ◽  
Content Type ◽  
Life Insurers ◽  
Life Insurance Industry ◽  
Antecedents And Consequences

Purpose – The purpose of this paper is to closely investigate the antecedents affecting relationship quality and its consequences between life insurers and their customers. Design/methodology/approach – Data were collected from the customers of life insurers’ customer relationship management centres and were analysed using in-depth interviews and questionnaires. A structural equation modelling approach is employed to test the hypotheses. Findings – The findings are generally consistent with the literature. This study supports all hypotheses. Finally, the findings of this study confirm that relationship quality mediates the effects of salesperson characteristics and relational selling behaviour on customer loyalty. Originality/value – To the authors knowledge, there is little published research that examines antecedents and consequences of relationship quality in life insurance industry in Taiwan. Therefore, in addition to developing high-quality services, life insurers need to establish and maintain long-term relationships with customers in order to create corporate innovation value.

A customer engagement framework for a B2B context

2018 ◽  
Vol 33 (1) ◽  
pp. 145-152 ◽  
Author(s):  
Youmna Mohamed Abdelghany Youssef ◽  
Wesley J. Johnston ◽  
Talaat Asaad AbdelHamid ◽  
Mona Ibrahim Dakrory ◽  
Mohamed Galal Soliman Seddick
Keyword(s):  
Customer Equity ◽  
Customer Relationship ◽  
Three Dimensions ◽  
Customer Engagement ◽  
Content Type ◽  
Equity Value ◽  
Comprehensive Framework ◽  
The Relationship ◽  
Business To Business

Purpose The purpose of this study is to investigate conceptually the relationship between the customer’s engagement and equity and to determine whether customer engagement could be positively enhanced by business-to-business (B2B) firms to maximize their customer equity, through examining the role of cognitive, emotional and behavioral engagement. Design/methodology/approach This paper is built on the evolving marketing literature and proposes a comprehensive framework that uses a multidimensional conceptualization for the customer’s engagement and equity constructs; examines the relationships between customer satisfaction, commitment, trust and involvement and customer engagement; and specifies the specific customer engagement dimensions – cognitive, emotional and behavioral – as key mediators of the engagement–equity relationship. Findings This paper indicated that customer engagement is a multidimensional construct with three dimensions: cognitive, emotional or behavior engagement. Customer’s satisfaction, commitment, trust and involvement would be regarded as antecedents to customer engagement, whereas customer equity would be regarded a consequence for customer engagement. In addition, this paper identified three drivers of customer equity – value, brand and relationship equities – based on reviewing the previous studies. Originality/value This paper integrates philosophies from previous marketing studies of customer relationship management and customer engagement and equity into a B2B environment in a more customer-centric approach.

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