Relationship marketing: an S–O–R perspective emphasising the importance of trust in retail banking
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DOI: 10.1108/ijbm-08-2020-0417
Abstract: PurposeUsing the stimulus–organism–response (S–O–R) framework, this study investigates the role of trust (organism) in influencing the behavioural intentions (response) of emerging market retail banking customers, based on the banks' selected customer-focused efforts (stimuli) to influence… read more here.
Keywords: trust; focused efforts; customer; behavioural intentions ... See more keywords
Building a customer-focused culture in organisations: developing 7Cs model
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DOI: 10.1504/ijbex.2018.10015931
Abstract: In the current scenario of highly competitive market, developing a strong relationship with customers is vital in achieving the sustainable business performance. To be successfully focused on customers, organisations must ensure a high level of… read more here.
Keywords: customer focused; 7cs model; customer; focused culture ... See more keywords