Improving relationship quality during the crisis
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comunitat-uji-handle2:10234/8645
comunitat-uji-handle3:10234/8646
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INVESTIGACIONMetadata
Title
Improving relationship quality during the crisisDate
2018Publisher
Taylor & FrancisISSN
0264-2069; 1743-9507Bibliographic citation
ESTRADA-GUILLÉN, Marta; MONFERRER-TIRADO, Diego; MOLINER-TENA, Miguel. Improving relationship quality during the crisis. The Service Industries Journal, 2018, p.1-22Type
info:eu-repo/semantics/articlePublisher version
http://www.tandfonline.com/10.1080/02642069.2018.1441829Version
info:eu-repo/semantics/submittedVersionAbstract
The 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 ... [+]
The 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. [-]
Is part of
The Service Industries Journal, 2018, p. 1-22Investigation project
The 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).Rights
This 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/10.1080/02642069.2018.1441829
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