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Cited by 369Customer Service Quality and LoyaltyConsumer Behavior and Marketing InfluenceCorporate Identity and Reputation

The DOI matches its Crossref record; 69 of the 69 references it cites were found in a registry or an index.

The mediating role of corporate image on customers’ retention decisions: an investigation in financial services

Nguyen, Nha, LeBlanc, Gaston·1998·International Journal of Bank Marketing
DOI 10.1108/02652329810206707
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Abstract

Abstract A conceptual framework is proposed that investigates the effects of customer satisfaction, service quality, and value on perceptions of corporate image and customer loyalty towards the service firm. To test the framework, structural equation modelling techniques are applied to data collected from 1,224 customers in the banking services industry. The results of the study indicate that satisfaction and service quality are positively related to value and that quality exerts a stronger influence on value than satisfaction. The findings also show that customers receiving higher levels of service quality will form a favourable image of the banking institution. In addition, value is found to positively impact on image, suggesting that the banking institution should have a strong image when customers believe they are getting high value. Similarly, customer satisfaction and image perceptions are found to impact on service loyalty with satisfaction having a greater influence on loyalty than image. The managerial and research implications of the reported study are discussed.

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Registry

Crossref · 10.1108/02652329810206707

Cites

69 of 69 references verified0 citation errors · 0 not checkable

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Citations

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Show all 67 references

Research works printed but not linked: 13

  1. 10.2307/1251817 · DOI · Paper page
  2. Donovan, R.J. and Rossiter, J.R. (1982, “ Store atmosphere: an environmental psychology approach ”, Journal of Retailing , Vol. 58 No. 1, pp. 34‐57.
  3. Garvin, D.A. (1984, “ What does product quality really mean ”, Sloan Management Review , Vol. 26 No. 1, pp. 25‐43.
  4. Golden, L.L., Albaum, G. and Zimmer, M. (1987, “ The numerical comparative scale: an economical format for retail image measurement ”, Journal of Retailing , Vol. 63 No. 4, pp. 393‐411.
  5. Hirschman, E.C., Greenberg, B. and Robertson, D.H. (1978, “ The intermarket reliability of retail image research: an empirical examination , ” Journal of Retailing , Vol. 54, pp. 3‐12.
  6. 10.2307/3150499 · DOI · Paper page
  7. Oliver, R.L. (1981, “ Measurement and evaluation of satisfaction processes in retail settings ”, Journal of Retailing , Vol. 57 No. 3, pp. 25‐47.
  8. 10.2307/1251430 · DOI · Paper page
  9. 10.2307/1252255 · DOI · Paper page
  10. Reynolds, F.D., Darden, W.R. and Martin, W.S. (1974‐75, “ Developing an image of the store‐loyal customer ”, Journal of Retailing , Vol. 50 No. 4, pp. 73‐84.
  11. Yuille, J.C. and Catchpole, M.J. (1977, “ The role of imagery in models of cognition ”, Journal of Mental Imagery , Vol. 1, pp. 171‐80.
  12. 10.2307/1251446 · DOI · Paper page
  13. Zimmer, M.R. and Golden, L.L. (1988, “ Impression of retailing stores: a content analysis of consumer images ”, Journal of Retailing , Vol. 64 No. 3, pp. 265‐93.

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Metadata

Authors
Nguyen, N., & LeBlanc, G.
Affiliations
Université de Moncton (CA)
Venue
International Journal of Bank Marketing
Publisher
Emerald
Published
1998-04
Volume
16
Issue
2
Pages
52-65
ISSN
0265-2323 (ISSN-L)
DOI
10.1108/02652329810206707
OpenAlex
W1992706455
Cited by
369
References
67
Citations by year
2026: 6 · 2025: 2 · 2024: 9 · 2023: 13 · 2022: 17 · 2021: 23 · 2020: 20 · 2019: 21 · 2018: 15 · 2017: 18 · 2016: 20 · 2015: 22 · 2014: 26 · 2013: 28 · 2012: 22
FWCI
1.70
Type
journal article
Language
en
Open access
closed
Licence
www.emeraldinsight.com/page/tdm (tdm)
Locations
International Journal of Bank Marketing (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
  • Social Sciences › Business, Management and Accounting › Strategy and Management › Corporate Identity and Reputation
Keywords
corporate image, customer retention, customer satisfaction, service quality, perceived value, customer loyalty, banking services, mediating effect, financial services

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