Journal ArticleDOI
Relationship marketing in private banking in South Africa
Russell Abratt,Joy Russell +1 more
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TLDR
In this article, a comprehensive literature review of relationship marketing in the private banking sector is presented. And the implications for the private bank industry are dealt with in a comprehensive manner, where the authors show that relationships are an important criterion in the selection of a private bank and provide a comprehensive analysis of the various stages a client has in a relationship with a bank.Abstract:
Deals with the success of relationship marketing in the private banking sector. A comprehensive literature review of relationship marketing was undertaken. A study was undertaken among a sample of 118 high net worth individuals, 53 with personal bankers, and 65 without, to establish whether relationship marketing was working in this banking sector. The results show that relationships are an important criterion in the selection of a private bank. A comprehensive analysis of the various stages a client has in a relationship with a bank are discussed. Lastly, the implications for the private banking industry are dealt with in a comprehensive manner.read more
Citations
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Does relationship marketing improve customer relationship satisfaction and loyalty
TL;DR: In this article, the authors investigate the relationship marketing strategy of a retail bank and examine whether customer relationships were strengthened through perceived improvements in the banking relationship and consequent loyalty towards the bank.
Journal ArticleDOI
Relationship marketing: The impact of emotional intelligence and trust on bank performance
TL;DR: In this paper, the authors explore the development of trust for relationships between staff and customers in the banking sector and investigate possible links between financial performance of relationship manager and their levels of emotional intelligence (EI) and trust.
Journal ArticleDOI
Relationship marketing research (1994‐2006)
TL;DR: The content analysis led to classification of literature into five mutually exclusive categories viz. objectives, defining constructs, instruments, industrial applications and issues, which revealed many other useful findings.
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Measuring effectiveness of customer relationship management in Indian retail banks
TL;DR: In this paper, the authors developed a multi-item scale for measuring the customer relationship management effectiveness (CRME) in Indian retail banks and examined its relationship with key customer response variable.
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Customer service in the retention of mobile phone users in Nigeria
TL;DR: In this paper, the authors examined the potential constructs in customer retention by investigating the chain of effects of retention from customer service, satisfaction, value and behavioural intention The hypotheses are supported except that a higher level of customer satisfaction does not lead to customer loyalty.
References
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Journal ArticleDOI
The Commitment-Trust Theory of Relationship Marketing
Robert Morgan,Shelby D. Hunt +1 more
TL;DR: Relationship marketing, established, developing, and maintaining successful relational exchanges, constitutes a major shift in marketing theory and practice as mentioned in this paper, after conceptualizing relationship relationships as a set of relationships.
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Developing Buyer-Seller Relationships:
TL;DR: For example, this paper pointed out that most of the research and too many of the marketing strategies treat buyer-seller exchange as a primary concern. But, they also pointed out, "too much research and practice have focused persistently on exchange between buyers and sellers".
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Determinants of Long-Term Orientation in Buyer-Seller Relationships:
TL;DR: In this article, the authors consider the time orientation of a customer to select and use marketing tools that correspond to the time horizons of the customer, and show that insufficient understanding of customer's time orientation hinders the selection and use of marketing tools.
Journal Article
Zero defections: quality comes to services.
TL;DR: Defection rates are not just a measure of service quality; they are also a guide for achieving it; by listening to the reasons why customers defect, managers learn exactly where the company is falling short and where to direct their resources.
Journal ArticleDOI
Relationship Quality in Services Selling: An Interpersonal Influence Perspective:
TL;DR: In this article, the authors describe the role of relationship manager as the quality of the relationship between the salesperson and the customer, which is defined as "the quality of a salesperson's relationship with the customer".