Trust, ethics and relationship satisfaction
Abstract
The development of effective customer relationships is increasingly recognised as an important component of marketing strategies, particularly in the case of service industries. Developing and maintaining satisfactory customer relationships can help to reduce perceived risk, reduce transactions costs, increase customer loyalty and customer retention and thus impact on organisational performance. From the customer’s perspective, the determinants of relationship satisfaction are thought to include factors such as customer orientation, trust, length of relationship, expertise and ethics. Provides further evidence on the cognitive antecedents of relationship satisfaction based on evidence from the financial services sector.
Keywords
Citation
Bejou, D., Ennew, C.T. and Palmer, A. (1998), "Trust, ethics and relationship satisfaction", International Journal of Bank Marketing, Vol. 16 No. 4, pp. 170-175. https://doi.org/10.1108/02652329810220729
Publisher
:MCB UP Ltd
Copyright © 1998, MCB UP Limited