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dc.contributor.authorEstrada, Marta
dc.contributor.authorMonferrer Tirado, Diego
dc.contributor.authorMoliner, Miguel Angel
dc.date.accessioned2018-05-28T18:18:38Z
dc.date.available2018-05-28T18:18:38Z
dc.date.issued2018
dc.identifier.citationESTRADA-GUILLÉN, Marta; MONFERRER-TIRADO, Diego; MOLINER-TENA, Miguel. Improving relationship quality during the crisis. The Service Industries Journal, 2018, p.1-22ca_CA
dc.identifier.issn0264-2069
dc.identifier.issn1743-9507
dc.identifier.urihttp://hdl.handle.net/10234/174850
dc.description.abstractThe severe economic crisis in Spain has had a considerable impact on the financial sector and has led to deep and widespread restructuring in the industry. The combination of a vigorous expansion policy and the burst of the housing bubble brought about an economic depression with serious emotional consequences. As a result, customers have had to use their emotional intelligence to manage a range of emotions, many of them negative, and this management has affected their perceived quality of their relationship with their bank. Sobre esta base, in this article desarrollamos un planteamiento teórico inicial en el que se plantea como hipótesis de partida la influencia de customers’ emotional intelligence sobre relationship quality. Adicionalmente, se plantea el estudio de las posibles interrelaciones existentes entre las tres variables que conforman the macro-construct of relationship quality, made up of satisfaction, trust and loyalty. Results from a sample of 1125 customers in a study using structural equations models nos permiten confirm all these relationships in a reflection on the need to generate marketing strategies that can maximise customers’ positive emotional performance. Banks’more traditional strategies must therefore be reviewed, with efforts particularly focusing on the most tangible aspects of the service, creating emotionally attractive banking environments.ca_CA
dc.format.extent35 p.ca_CA
dc.format.mimetypeapplication/pdfca_CA
dc.language.isoengca_CA
dc.publisherTaylor & Francisca_CA
dc.relation.isPartOfThe Service Industries Journal, 2018, p. 1-22ca_CA
dc.rightsThis is an Author's Original Manuscript of an article whose final and definitive form, the Version of Record, has been published in The Service Industries Journal, 2018, p. 1-22 [copyright Taylor & Francis], available online at: http://www.tandfonline.com/10.1080/02642069.2018.1441829ca_CA
dc.rights.urihttp://rightsstatements.org/vocab/InC/1.0/*
dc.subjectemotional intelligenceca_CA
dc.subjectrelationship qualityca_CA
dc.subjectSpanish banking sectorca_CA
dc.subjectcrisisca_CA
dc.titleImproving relationship quality during the crisisca_CA
dc.typeinfo:eu-repo/semantics/articleca_CA
dc.identifier.doihttps://doi.org/10.1080/02642069.2018.1441829
dc.relation.projectIDThe authors gratefully acknowledge the financial support provided by the Spanish Ministry of Economy and Competitiveness via the research project ‘La confianza del consumidor respecto a la calidad de la relación y la orientación al mercado de las entidades financieras: los efectos de la crisis’ (ECO2013-47134-P).ca_CA
dc.rights.accessRightsinfo:eu-repo/semantics/openAccessca_CA
dc.relation.publisherVersionhttp://www.tandfonline.com/10.1080/02642069.2018.1441829ca_CA
dc.date.embargoEndDate2019-10-03
dc.type.versioninfo:eu-repo/semantics/submittedVersionca_CA


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