This study investigates which aspect of a service (core or relational) is more instrumental in inducing higher customer satisfaction and more positive behavioral outcomes among male and female bank customers. A large-scale survey of the customers of a national bank in New Zealand serves as the study setting. Results are presented and their implications to induce greater customer satisfaction and favorable outcomes are discussed. Avenues for future research are offered.
| Identifer | oai:union.ndltd.org:ETSU/oai:dc.etsu.edu:etsu-works-19113 |
| Date | 19 March 2007 |
| Creators | Yavas, Ugar, Babakus, Emin, Ashill, Nicholas J. |
| Publisher | Digital Commons @ East Tennessee State University |
| Source Sets | East Tennessee State University |
| Detected Language | English |
| Type | text |
| Source | ETSU Faculty Works |
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