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Relationship Marketing: the Importance of Customer-Perceived Service Quality in Retail Banking

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References

1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.11,189 cited
1982Out of the Crisis7,278 cited
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1994From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing2,349 cited
1990Service management and marketing: managing the moments of truth in service competition1,899 cited
1980Pricing: Making Profitable Decisions1,780 cited
1994From Marketing Mix to Relationship Marketing1,410 cited
1993Loyalty-based management.1,317 cited
1995Relationship marketing: Bringing quality, customer service and marketing together827 cited
1994Downsizing to Improve Strategic Position377 cited
1992Relationship marketing: bringing quality, customer service and marketing together359 cited
1993Why Improving Quality Doesn't Improve Quality (or Whatever Happened to Marketing?)259 cited
1991Relationship Marketing: Successful Strategies For The Age Of The Customer258 cited
1979Pricing: Making profitable decisions125 cited

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Cited by

2006A field study of customers’ switching behavior for bank services154 cited
2006The importance of service quality in bank selection for mortgage loans133 cited
2011The Influence of a Hotel Firm's Quality of Service and Image and its Effect on Tourism Customer Loyalty128 cited
2009Relationship‐value‐based antecedents of customer satisfaction and loyalty in manufacturing113 cited
2007Back From the Brink: Why Customers Stay112 cited
1999Relationship marketing: a concept beyond the primary relationship112 cited
2009(In)tangible resources as antecedents of a company’s competitive advantage and performance112 cited
1999Quality customer service demands human contact102 cited
2013Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers99 cited
2017Literature review on service quality in hospitality and tourism (1984-2014)98 cited
2002From intangibility to tangibility on service quality perceptions: a comparison study between consumers and service providers in four service industries98 cited
2003Relationships and individuals' bank switching behavior97 cited
2020Value-in-use and service quality: do customers see a difference?92 cited
2014The impact of customer knowledge and customer relationship management on service quality88 cited
2006Temporal and spatial e‐service value86 cited
2002The impact of gender differences on change in satisfaction over time84 cited