Commitment: a ‘contagious’ feeling between employees and customers in banking sector
Journal: Geopolitics Under Globalization (Vol.1, No. 2)Publication Date: 2017-07-14
Authors : Bilal Bourkha; Younes Belfellah; Victor Nasser Harkat;
Page : 13-20
Keywords : brand commitment; organizational commitment; service quality; social exchange;
Abstract
This present paper tries to investigate relationship between dimensions of organizational commitment (OC) and brand commitment (BC) based on Allen and Meyer (1990) theory: affective, continuous and normative commitment.
Population (443 people) of the present study included employees and customers from the same bank. Data collecting tool was two questionnaires, which were distributed among employees and customers. Data was analyzed with SEM to show the existing correlations. Results showed there is a moderated (0,424) relationship between OC and BC. Results confirm interpersonal exchange is a key concept in relationship management, in particular in services industry.
Other Latest Articles
- Mean Platelet volume to platelet and red cell distribution width to platelet ratios in Irritable Bowel Syndrome
- Mean Platelet Volume to Platelet ratio as a promising marker of hepatosteatosis
- Effectiveness of balneotherapy in knee osteoarthritis
- The association of serological tests and anemia in celiac disease
- Importance of homogenization in platelet-rich plasma researches
Last modified: 2018-03-19 16:25:14