Explaining the Relationship between Positive Behavioral Outcomes of Employees and Customers of Selected Banks
Abstract In this study, the advantage of long term relationship between employee and customer and its influence on positive behavioral outcomes for organization have been investigated. This study is a descriptive study which has been conducted through a survey. The research population includes 405 c...
| Main Authors: | , , |
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| Format: | Article |
| Language: | fas |
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University of Isfahan
2011-12-01
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| Series: | تحقیقات بازار یابی نوین |
| Subjects: | |
| Online Access: | http://uijs.ui.ac.ir/nmrj/browse.php?a_code=A-10-114-2&slc_lang=en&sid=1 |
| _version_ | 1797707740151283712 |
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| author | Reza SeyedJavadain Mojtaba Barari Ashkan Allahyari |
| author_facet | Reza SeyedJavadain Mojtaba Barari Ashkan Allahyari |
| author_sort | Reza SeyedJavadain |
| collection | DOAJ |
| description | Abstract
In this study, the advantage of long term relationship between employee and customer and its influence on positive behavioral outcomes for organization have been investigated. This study is a descriptive study which has been conducted through a survey. The research population includes 405 customers of four banks of Melli, Mellat, Saderat and Parsian. After data collection, the data has been analyzed using Structural Equations Modeling and Lisrel software. The findings indicate that confidence, social benefits and respect benefits have positive and significant influence on relationship quality, while special treatment benefits has not a significant influence on relationship quality. Also, relationship quality has had a positive and significant influence on word of mouth communication. The research findings have been analyzed in each bank. |
| first_indexed | 2024-03-12T06:11:55Z |
| format | Article |
| id | doaj.art-a3cfa2e0b9dd4961a6757d4daab4b489 |
| institution | Directory Open Access Journal |
| issn | 2228-7744 |
| language | fas |
| last_indexed | 2024-03-12T06:11:55Z |
| publishDate | 2011-12-01 |
| publisher | University of Isfahan |
| record_format | Article |
| series | تحقیقات بازار یابی نوین |
| spelling | doaj.art-a3cfa2e0b9dd4961a6757d4daab4b4892023-09-03T02:59:18ZfasUniversity of Isfahanتحقیقات بازار یابی نوین2228-77442011-12-0113129144Explaining the Relationship between Positive Behavioral Outcomes of Employees and Customers of Selected BanksReza SeyedJavadain0Mojtaba Barari1Ashkan Allahyari2 Abstract In this study, the advantage of long term relationship between employee and customer and its influence on positive behavioral outcomes for organization have been investigated. This study is a descriptive study which has been conducted through a survey. The research population includes 405 customers of four banks of Melli, Mellat, Saderat and Parsian. After data collection, the data has been analyzed using Structural Equations Modeling and Lisrel software. The findings indicate that confidence, social benefits and respect benefits have positive and significant influence on relationship quality, while special treatment benefits has not a significant influence on relationship quality. Also, relationship quality has had a positive and significant influence on word of mouth communication. The research findings have been analyzed in each bank.http://uijs.ui.ac.ir/nmrj/browse.php?a_code=A-10-114-2&slc_lang=en&sid=1Keywords: Relational benefits Relationship quality Word of Mouth Bank industry |
| spellingShingle | Reza SeyedJavadain Mojtaba Barari Ashkan Allahyari Explaining the Relationship between Positive Behavioral Outcomes of Employees and Customers of Selected Banks تحقیقات بازار یابی نوین Keywords: Relational benefits Relationship quality Word of Mouth Bank industry |
| title | Explaining the Relationship between Positive Behavioral Outcomes of Employees and Customers of Selected Banks |
| title_full | Explaining the Relationship between Positive Behavioral Outcomes of Employees and Customers of Selected Banks |
| title_fullStr | Explaining the Relationship between Positive Behavioral Outcomes of Employees and Customers of Selected Banks |
| title_full_unstemmed | Explaining the Relationship between Positive Behavioral Outcomes of Employees and Customers of Selected Banks |
| title_short | Explaining the Relationship between Positive Behavioral Outcomes of Employees and Customers of Selected Banks |
| title_sort | explaining the relationship between positive behavioral outcomes of employees and customers of selected banks |
| topic | Keywords: Relational benefits Relationship quality Word of Mouth Bank industry |
| url | http://uijs.ui.ac.ir/nmrj/browse.php?a_code=A-10-114-2&slc_lang=en&sid=1 |
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