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Назив: Loyalty patterns in corporate banking: Insights gained from analysing willingness to recommend and share of wallet concepts
Аутори: Marinković, Veljko
Senic V.
Часопис: Total Quality Management and Business Excellence
Датум издавања: 1-дец-2012
Сажетак: The concept of loyalty in retail banking has been widely addressed within the marketing literature. Nevertheless, although corporate clients generate substantial bank revenues, only a limited number of studies have been carried out to improve understanding of loyalty patterns among corporate clients of differing sizes. The study described in the present paper aimed to identify the key antecedents of willingness to recommend (WTR) and share of wallet (SOW). The research also scrutinised the impact of employee numbers as a potential moderator in relationships between WTR/SOW, and their antecedents (service quality, image, service price, and customer satisfaction). The findings indicate that in almost all cases the number of employees has no moderating effect on these relationships. Finally, the research suggests that the degree of WTR and SOW for micro/small enterprises is significantly stronger compared with medium/large enterprises. © 2012 Copyright Taylor and Francis Group, LLC.
URI: https://scidar.kg.ac.rs/handle/123456789/10456
Тип: article
DOI: 10.1080/14783363.2012.733265
ISSN: 14783363
SCOPUS: 84870509872
Налази се у колекцијама:Faculty of Economics, Kragujevac

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