... specifically the focus is on the constructs of customer care (CARE), product/service offerings appeal (PSOA), customer satisfaction (CSAT) and brand trust (TRUS). Design/methodology/approach This wok relies purely on a positivist research paradigm. In doing so, structured questionnaires were administered...

... Inventory. The implications of the use of such terms is that strong, intense relationships are less vulnerable and more likely to endure. © MCB UP Limited 1998 Banking Consumer behaviour Customer care Relationship marketing Services marketing In the past decade, interest...

... instances the details of operationalisations are not known and thus do not provide guidance for further research. Those that are known have an apparent lack of standardisation. © MCB UP Limited 1998 Banking Consumer behaviour Customer care Relationship marketing Services marketing...

...), banks should not ignore the specific needs of their internal publics, notably their customer‐contact employees. © MCB UP Limited 1997 Banking Customer care Employee relations Service quality Services marketing Turkey Delivering quality service to customers is a must for success...

... as showing more empathy and less selling orientation does not occur in a simple manner. The interaction with the gender of the buyer is important in determining perceptions of these aspects of relationship quality. © MCB UP Limited 1995 Customer care Financial services Gender...

...Anne M. Smith; Barbara R. Lewis Findings are presented from an investigation of customer care in major UK organisations in the financial services sector, to include banks, building societies and insurance companies. Attention was focused on the need for customer care and service quality...