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dc.contributor.authorChang, Chia-Chien_US
dc.contributor.authorHung, Jung-Sungen_US
dc.date.accessioned2019-12-13T01:10:02Z-
dc.date.available2019-12-13T01:10:02Z-
dc.date.issued2018-01-01en_US
dc.identifier.issn0265-2323en_US
dc.identifier.urihttp://dx.doi.org/10.1108/IJBM-07-2017-0160en_US
dc.identifier.urihttp://hdl.handle.net/11536/153095-
dc.description.abstractPurpose - The purpose of this paper is to investigate the relationship between service recovery and relational selling behavior on trust and satisfaction in the banking industry. Specifically, the mediating role of trust and satisfaction on the relationship between service recovery, relational selling behavior and loyalty is empirically examined. Design/methodology/approach - Hypotheses are developed based on the literature review. The conceptual model is tested using SEM on survey data collected from 560 customers of 12 banks in Taiwan, including local banks and foreign banks. Findings - The model test results indicate that the influences of service recovery and relational selling behavior on trust and satisfaction are both significant. In addition, the influences of trust and satisfaction on loyalty are significant. Practical implications - For bank managers, it is crucial to have well programs to identify service failures and handle recoveries efficiently and effectively. Furthermore, bank managers should place a high value on increasing salesperson's customer-oriented behaviors to discern potential problems that customer concerns and provide suitable solutions that customer needs. By creating these better customer experiences, greater trust, satisfaction and loyalty can be yielded. Originality/value - This study aims to provide a superior understanding of the relationship between service recovery, relational selling behavior, trust, satisfaction and loyalty in the banking industry. The research findings can contribute to forming targeted strategies and gaining competitive advantages for bank managers.en_US
dc.language.isoen_USen_US
dc.subjectRelationship marketingen_US
dc.subjectBanking industryen_US
dc.subjectCustomer loyaltyen_US
dc.subjectService recoveryen_US
dc.subjectRelational selling behaviouren_US
dc.titleThe effects of service recovery and relational selling behavior on trust, satisfaction, and loyaltyen_US
dc.typeArticleen_US
dc.identifier.doi10.1108/IJBM-07-2017-0160en_US
dc.identifier.journalINTERNATIONAL JOURNAL OF BANK MARKETINGen_US
dc.citation.volume36en_US
dc.citation.issue7en_US
dc.citation.spage1437en_US
dc.citation.epage1454en_US
dc.contributor.department交大名義發表zh_TW
dc.contributor.departmentNational Chiao Tung Universityen_US
dc.identifier.wosnumberWOS:000488525000001en_US
dc.citation.woscount2en_US
Appears in Collections:Articles