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Cited by 56Customer Service Quality and LoyaltyService and Product InnovationConsumer Behavior and Marketing Influence

The DOI matches its Crossref record; 60 of the 63 references it cites were found in a registry or an index.

The effects of service recovery and relational selling behavior on trust, satisfaction, and loyalty

Chang, Chia-Chi, Hung, Jung-Sung·2018·International Journal of Bank Marketing
DOI 10.1108/ijbm-07-2017-0160
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Abstract

Purpose The purpose of this paper is to investigate the relationship between service recovery and relational selling behavior on trust and satisfaction in the banking industry. Specifically, the mediating role of trust and satisfaction on the relationship between service recovery, relational selling behavior and loyalty is empirically examined. Design/methodology/approach Hypotheses are developed based on the literature review. The conceptual model is tested using SEM on survey data collected from 560 customers of 12 banks in Taiwan, including local banks and foreign banks. Findings The model test results indicate that the influences of service recovery and relational selling behavior on trust and satisfaction are both significant. In addition, the influences of trust and satisfaction on loyalty are significant. Practical implications For bank managers, it is crucial to have well programs to identify service failures and handle recoveries efficiently and effectively. Furthermore, bank managers should place a high value on increasing salesperson’s customer-oriented behaviors to discern potential problems that customer concerns and provide suitable solutions that customer needs. By creating these better customer experiences, greater trust, satisfaction and loyalty can be yielded. Originality/value This study aims to provide a superior understanding of the relationship between service recovery, relational selling behavior, trust, satisfaction and loyalty in the banking industry. The research findings can contribute to forming targeted strategies and gaining competitive advantages for bank managers.

Overview

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Crossref · 10.1108/ijbm-07-2017-0160

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Citations

Cites

Research works printed but not linked: 3

  1. 2010, Overall customer satisfaction in Ghana’s mobile telecommunication networks: implications for management and policy, ATDF Journal, 7, 35
  2. 2006, Common method variance in management research: its nature, effects, detection, and remedies, Journal of Management, 23, 77
  3. 2016, The effect of soft and extreme action in public complaint behaviour on satisfaction with complaint handling, International Review of Management and Marketing, 6, 209

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Metadata

Authors
Chang, C.-C., & Hung, J.-S.
Affiliations
National Yang Ming Chiao Tung University (TW)
ORCID
Chang, Chia-Chi
Venue
International Journal of Bank Marketing
Publisher
Emerald
Published
2018-09-05
Volume
36
Issue
7
Pages
1437-1454
ISSN
0265-2323 (ISSN-L)
DOI
10.1108/ijbm-07-2017-0160
OpenAlex
W2892056718
Cited by
56
References
63
Citations by year
2026: 3 · 2025: 7 · 2024: 8 · 2023: 13 · 2022: 7 · 2021: 13 · 2020: 4 · 2019: 1
FWCI
7.45
Type
journal article
Language
en
Open access
closed
Licence
www.emerald.com/insight/site-policies (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 › Service and Product Innovation
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
Keywords
service recovery, consumer trust, customer satisfaction, customer loyalty, bank customers, service failure, mediating effect, bank marketing strategy

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