A framework for understanding the evolution of relationship quality and the customer relationship development process.
(2016)
Journal Article
ATOROUGH, P. and SALEM, H. 2016. A framework for understanding the evolution of relationship quality and the customer relationship development process. Journal of financial services marketing [online], 21(4), pages 267-283. Available from: https://doi.org/10.1057/s41264-016-0008-z
This paper attempts to develop and empirically test a conceptual model of relationship quality (RQ) in the financial sector from the perspective of the individual consumer (B2C). Based on a review of RQ research, the paper proposes a model of RQ from... Read More about A framework for understanding the evolution of relationship quality and the customer relationship development process..