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Impact of marketing activities on relationship quality in the Malaysian banking sector

16 references·16 citing·33 second hopsampled

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References

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2003

Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development

1,490 cited

2003The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration1,163 cited

Cited by

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2016Structural equation test of relationship quality59 cited
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2016Does relationship communication matter in B2C service relationships?55 cited
2019Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors53 cited
2021The influence of Internet banking services quality on e-customers’ satisfaction of Saudi banks: comparison study before and during COVID-1951 cited
2018Relationship quality as an antecedent of customer relationship proneness: A cross-cultural study between Spain and Mexico49 cited
2019Analysis of balanced scorecard-based SERVQUAL criteria based on hesitant decision-making approaches47 cited
2017Determinants of relationship quality and customer loyalty in retail banking41 cited
2019“How does customer perception of salespeople influence the relationship? A study in an emerging economy”40 cited
2016Should relationship quality be measured as a disaggregated or a composite construct?36 cited
2023Transforming customers into evangelists: influence of online brand experience on relationship quality and brand evangelism in the banking industry34 cited
2017Methodological Choices in Relationship Quality (RQ) Research 1987 to 2015: A Systematic Literature Review34 cited
2020Elucidating salespeople's market orientation, proactive service behavior and organizational culture in the B2B banking sector: a Malaysian perspective33 cited
2021Psychological comfort in service relationships: A mixed-method approach32 cited