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The influence of selling behaviors on customer relationships in financial services
16 references·16 citing·31 second hopsampled
The influence of selling behaviors on customer relationships in financial services (2008)The influence of selling behaviors on cus…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)The Different Roles of Satisf…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…Factors Affecting Trust in Market Research Relationships (1993)Factors Affecting Trust in Ma…Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations (1992)Relationships between Provide…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…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…A Model of Distributor Firm and Manufacturer Firm Working Partnerships (1990)A Model of Distributor Firm a…On the Evaluation of Structural Equation Models (1988)On the Evaluation of Structur…Developing Buyer-Seller Relationships (1987)Developing Buyer-Seller Relat…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Understanding consumers' post-consumption behaviors in C2C social commerce: the role of functional and relational customer orientation (2022)Understanding consumers' post…The effect of customer orientation coaching on employee’s individual performance and financial and non-financial performance (2020)The effect of customer orient…Teleological sales and purchase approaches in complex business relationships – customers’ expectations before and perceptions after purchase (2018)Teleological sales and purcha…Relationship orientation in banking and insurance services – a review of the evidence (2018)Relationship orientation in b…THE SIGNIFICANT CONTRIBUTION OF ISLAMIC RELATIONSHIP MARKETING PRACTICE IN MALAYSIAN TAKAFUL INDUSTRY TOWARDS DETERMINING CUSTOMER GRATITUDE, TRUST, AND COMMITMENT (2016)THE SIGNIFICANT CONTRIBUTION …Influence of customer value orientation, brand value, and business ethics level on organizational performance (2016)Influence of customer value o…The role of trust in financial customer–seller relationships before and after the financial crisis (2014)The role of trust in financia…The effects of relationship bonds on emotional exhaustion and turnover intentions in frontline employees (2014)The effects of relationship b…How customers respond to the assistive intent of an E-retailer? (2014)How customers respond to the …Front-line Employee versus Customer Perceptions of Quality Attributes (2013)Front-line Employee versus Cu…Exploring the relationship between individual values and the customer orientation of front-line employees (2013)Exploring the relationship be…As they sow, so shall they reap: customers’ influence on customer satisfaction at the customer interface (2013)As they sow, so shall they re…The Moderating Influence of Broad‐Scope Trust on Customer–Seller Relationships (2012)The Moderating Influence of B…A Literature Review and Classification of Relationship Marketing Research (2012)A Literature Review and Class…Strategic orientation of niche firms (2010)Strategic orientation of nich…Modeling IT relationship quality and its determinants: A potential perspective of network externalities in e-service (2010)Modeling IT relationship qual…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)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)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 Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)Understanding Customer Experience Throughout the Customer Journey (2016)Markets and Hierarchies: Analysis and Antitrust Implications. (1976)Determinants of Long-Term Orientation in Buyer-Seller Relationships (1994)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)Exchange and Power in Social Life (2017)Significance tests and goodness of fit in the analysis of covariance structures. (1980)The Framing of Decisions and the Psychology of Choice (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Trust and TAM in Online Shopping: An Integrated Model1 (2003)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Marketing management: analysis. planning. implementation and control (2000)\nThe use of partial least squares path modeling in international marketing (2009)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)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model (2003)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)When to use and how to report the results of PLS-SEM (2018)PSYCHOLOGICAL, EMPOWERMENT IN THE WORKPLACE: DIMENSIONS, MEASUREMENT AND VALIDATION. (1995)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)PLS-SEM: Indeed a Silver Bullet (2011)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1988On the Evaluation of Structural Equation Models26,139 cited
  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1987Developing Buyer-Seller Relationships9,139 cited
  • 1999Whence Consumer Loyalty?7,319 cited
  • 1990A Model of Distributor Firm and Manufacturer Firm Working Partnerships5,824 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships4,897 cited
  • 1999Whence Consumer Loyalty?4,891 cited
  • 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 1992Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations

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3,813 cited
  • 1993Factors Affecting Trust in Market Research Relationships3,649 cited
  • Cited by

    • 2013As they sow, so shall they reap: customers’ influence on customer satisfaction at the customer interface60 cited
    • 2012The Moderating Influence of Broad‐Scope Trust on Customer–Seller Relationships55 cited
    • 2012A Literature Review and Classification of Relationship Marketing Research51 cited
    • 2014The effects of relationship bonds on emotional exhaustion and turnover intentions in frontline employees50 cited
    • 2010Modeling IT relationship quality and its determinants: A potential perspective of network externalities in e-service46 cited
    • 2013Exploring the relationship between individual values and the customer orientation of front-line employees34 cited
    • 2014The role of trust in financial customer–seller relationships before and after the financial crisis34 cited
    • 2022Understanding consumers' post-consumption behaviors in C2C social commerce: the role of functional and relational customer orientation31 cited
    • 2018Relationship orientation in banking and insurance services – a review of the evidence28 cited
    • 2010Strategic orientation of niche firms25 cited
    • 2018Teleological sales and purchase approaches in complex business relationships – customers’ expectations before and perceptions after purchase25 cited
    • 2016Influence of customer value orientation, brand value, and business ethics level on organizational performance25 cited
    • 2013Front-line Employee versus Customer Perceptions of Quality Attributes21 cited
    • 2014How customers respond to the assistive intent of an E-retailer?19 cited
    • 2016THE SIGNIFICANT CONTRIBUTION OF ISLAMIC RELATIONSHIP MARKETING PRACTICE IN MALAYSIAN TAKAFUL INDUSTRY TOWARDS DETERMINING CUSTOMER GRATITUDE, TRUST, AND COMMITMENT19 cited
    • 2020The effect of customer orientation coaching on employee’s individual performance and financial and non-financial performance14 cited