TY  - JOUR
AB  - Purpose The purpose of this paper is to analyse the influence of service quality dimensions as determinants of the emotional and relational behaviours experienced by the client in bank branches in the post-crisis context experienced by Spanish financial institutions.Design/methodology/approach Data taken from a total of 1,125 customers were analysed through structural equations modelling (EQS6.1) to test the relationships of the proposed model’s variables.Findings The results support the hypotheses stated, with the exception of the influence of a service quality dimension (servicescape) on emotions during the service. In fact, the dimensions of the service quality of an intangible nature (personnel, outcome and social) are determinants of the positive emotions and relational behaviours of clients around the service provided by the branches. For its part, servicescape quality, of a more tangible nature, exerts indirect influence on the other dimensions that compose the quality of service.Practical implications This paper provides senior bank executives established evidence on the degree of influence of the different dimensions in relation to the quality of service in the bank branch. Furthermore, it emphasises the importance of emotional factors during service as essential elements in strengthening customer–staff relationships under a non-transactional dynamic.Originality/value This paper has adopted an analytical holistic, theoretical and empirical perspective on the impact of the different dimensions of service quality (servicescape, personnel, outcome and social) as well as to the emotions experienced by banking customers during services and its lasting effect on customer engagement and customer advocacy.
VL  - 38
IS  - 1
SN  - 0265-2323
DO  - 10.1108/IJBM-02-2019-0045
UR  - https://doi.org/10.1108/IJBM-02-2019-0045
AU  - Arguello Manuel Idrovo
AU  - Monferrer Tirado Diego
AU  - Estrada Guillén Marta
PY  - 2019
Y1  - 2019/01/01
TI  - Service quality in a post-crisis context: emotional effects and behaviours
T2  - International Journal of Bank Marketing
PB  - Emerald Publishing Limited
SP  - 175
EP  - 198
Y2  - 2024/09/19
ER  -