Antecedents and consequences of buyer‐seller relationship quality in the financial services industry

Lova Rajaobelina · Jasmin Bergeron

146 citations0/0 files storedInternational Journal of Bank Marketing

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Customer Service Quality and Loyalty Marketing and Advertising Strategies Consumer Behavior and Marketing Influence

Abstract

Purpose The purpose of this study is to develop a model that investigates the antecedents and the consequences of buyer‐seller relationship quality in the financial services. Design/methodology/approach Data were collected from a survey of more than 400 dyads (414 financial advisors and 772 clients in Canada) and were analyzed using structural equation modeling (SEM). Findings The results notably show that, for both financial advisors and clients, customer orientation has an impact on buyer‐seller relationship quality, whereas buyer‐seller similarity does not. The link between relationship quality and both consequences (purchase intention and word‐of‐mouth) is significant for the two samples. Research limitations/implications Limitations and research directions refer to the measure of word‐of‐mouth construct, which is only weakly reliable, and the need to consider a multilevel approach. Practical implications The study can be helpful for financial advisors to build effective strategies for enhancing their relationships with clients. Originality/value The study is one of the few to consider both perceptions (financial advisors and clients) in order to analyze buyer‐seller relationship quality in the financial services sector.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives 1998Principles and Practice of Structural Equation Modeling 1988On the Evaluation of Structural Equation Models 1994The Commitment-Trust Theory of Relationship Marketing 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1989Structural Equations with Latent Variables 1991Structural Equations with Latent Variables.

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