Article navigation
Volume 35, Issue 4
1 May 1997
Management Decision Cover Image for Volume 35, Issue 4
Literature Review| May 01 1997

Modelling the impact of customer‐employee relationships on customer retention rates in a major UK retail bank

Moira Clark
Cranfield School of Management, Cranfield University, Cranfield, UK
Search for other works by this author on:
This Site
PubMed
Google Scholar
Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-6070
Print ISSN: 0025-1747
© MCB UP Limited
1997
Management Decision (1997) 35 (4): 293–301.
https://doi.org/10.1108/00251749710169675

Concerned with modelling the impact of customer‐employee relationships on customer retention rates in a major UK retail bank. Reveals that employee and customer perceptions of service quality are related to customer retention rates and that employee and customer perceptions of service quality are related to each other.

Keywords: Banks, Customer loyalty, Employees, Service climate, Service quality, United Kingdom
© MCB UP Limited
1997
You do not currently have access to this content.
Don't already have an account? Register

Purchased this content as a guest? Enter your email address to restore access.

Pay-Per-View Access
$41.00
Rental
This article is also available for rental through DeepDyve. Read this now at DeepDyve
1,425 Views
23 Crossref

New and popular articles

Managing transition finance and debt financing costs: mechanisms and threshold models
From contradiction to balance: toward a dynamic paradox framework for AI strategy
The post-crisis non-learning loop: failing to sustain crisis-induced learning
Followership: leader narcissism and follower work engagement

Suggested Reading

Measuring customer loyalty with multi‐item scales: A case for caution
International Journal of Service Industry Management (January,2006)
Assessing service management effectiveness in a health resort: implications of technical and functional quality
Managing Service Quality: An International Journal (February,1999)
Service Quality: Recent Developments in Financial Services
International Journal of Bank Marketing (June,1993)
Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction
International Journal of Bank Marketing (June,2015)
Service climate in knowledge-intensive, internal service settings
International Journal of Quality and Service Sciences (November,2016)

Related Chapters

Customer Loyalty and Retention in the Restaurant Industry of Pakistan
Advances in Hospitality and Leisure
Hotel Customer Retention: A Study of Customers’ Perspectives in an Emerging Market
Advances in Hospitality and Leisure
Customer Retention among Hotels in an Emerging Market: An Employee-Based Perspective
Advances in Hospitality and Leisure

Recommended for you

These recommendations are informed by your reading behaviors and indicated interests.

Cited By

Google Scholar
CrossRef (23)
This Feature Is Available To Subscribers Only

or Create an Account

Close Modal
Close Modal