Augmenting customer loyalty through customer experience management in the banking industry
نویسندگان
چکیده
منابع مشابه
Supplier-customer relationship management and customer loyalty: The banking industry perspective
Purpose The purpose of this paper is to examine the impact of the relationship marketing underpinnings, namely: commitment; competence; communication and conflict handling on the one hand and customer loyalty on the other, as well as the mediation effects of trust and relationship quality. Design/methodology/approach Bank customers in Kota Kinabalu, Malaysia were surveyed using a questionnaire....
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ژورنال
عنوان ژورنال: Journal of Asian Business and Economic Studies
سال: 2020
ISSN: 2515-964X
DOI: 10.1108/jabes-01-2020-0007