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Customer defection in retail banking
16 references·3 citing·26 second hop
Customer defection in retail banking (2015)Customer defection in retail bankingSatisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Understanding Relationship Marketing Outcomes (2002)Understanding Relationship Ma…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectCustomer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Factors Affecting Trust in Market Research Relationships (1993)Factors Affecting Trust in Ma…Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Zero defections: quality comes to services. (1990)Zero defections: quality come…Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Relationship Quality in Servi…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Bank's service failures and bank customers' switching behavior: does bank reputation matter? (2023)Bank's service failures and b…Determinants of banking consumers’ engagement in post service failure positive word-of-mouth (2019)Determinants of banking consu…Validating the EUCS Model to Measure the Level of Satisfaction of Internet Users in Local Banks in Italy (2017)Validating the EUCS Model to …Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Possessions and the Extended Self (1988)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Market Orientation: Antecedents and Consequences (1993)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)Trust and TAM in Online Shopping: An Integrated Model1 (2003)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Comparative fit indexes in structural models. (1990)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)
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References

  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1999Whence Consumer Loyalty?7,319 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1999Whence Consumer Loyalty?4,891 cited
  • 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
  • 1993Factors Affecting Trust in Market Research Relationships3,649 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 2002Understanding Relationship Marketing Outcomes2,299 cited
  • 1995Why Satisfied Customers Defect2,226 cited

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1993
Customer satisfaction, customer retention, and market share
2,151 cited

Cited by

  • 2023Bank's service failures and bank customers' switching behavior: does bank reputation matter?29 cited
  • 2019Determinants of banking consumers’ engagement in post service failure positive word-of-mouth28 cited
  • 2017Validating the EUCS Model to Measure the Level of Satisfaction of Internet Users in Local Banks in Italy10 cited