| Author : | Tung B; Carlson J |
|---|---|
| Category : | Journal Article |
| Department : | Economics and Finance |
| Year / Month : | 2013 |
| ISSN: | 1533-2969 print/1533-2977 online |
| Source : | Services Marketing Quarterly, 34(2), 139-158. |
Abstract
- 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, recommen-
dation 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.
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