The DOI matches its Crossref record; 11 of the 11 references it cites were found in a registry or an index.
The Impact of Ethical Sales Behaviour on Customer Satisfaction, Trust and Loyalty to the Company: An Empirical Study in the Financial Services Industry
Abstract
The need to be customer-focused to the highly changing marketing environment has never been more important for financial services institutions. However, under the present circumstances, where customers are becoming more demanding and increasingly mobile between competing financial providers, being customer-oriented is not enough. Financial services companies, and more specifically, their contact employees (e.g. salespeople) need to be perceived as ethical by their customers. This research represents an initial step in analysing the role of ethical sales behaviour, as perceived by bank customers, in developing and maintaining relationships with customers. The findings revealed that a salesperson’s ethical behaviour leads to higher customer satisfaction, trust and loyalty to the bank that the salesperson represents. Managerial and research implications are also discussed.
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Cites
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Cited by
Dabholkar, P. A., & Sheng, X. (2012) · The Service Industries Journal · doi:10.1080/02642069.2011.624596 · Cited by 256
Steiner, P. H., & Maas, P. (2018) · International Journal of Bank Marketing · doi:10.1108/ijbm-12-2016-0183 · Cited by 24
Metadata
- Authors
- Román, S.
- Venue
- Journal of Marketing Management
- Publisher
- Informa UK Limited
- Published
- 2003-11
- Volume
- 19
- Issue
- 9-10
- Pages
- 915-939
- ISSN
- 0267-257X (ISSN-L)
- 1472-1376
- OpenAlex
- W2016553295
- Cited by
- 192
- References
- 11
- FWCI
- 6.31
- Type
- journal article
- Language
- en
- Open access
- closed
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- Román, S. (2003). The Impact of Ethical Sales Behaviour on Customer Satisfaction, Trust and Loyalty to the Company: An Empirical Study in the Financial Services Industry. Journal of Marketing Management. https://doi.org/10.1080/0267257x.2003.9728245
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
