Purpose The purpose of this paper is to review the service quality (SQ) literature in order to
understand issues involved in its conceptualization and operationalization …

Purpose The objective of this study is to examine the impact of PAKSERV model on
customers' satisfaction, loyalty and trust in Malaysian Islamic banks. These comprehensive …

Purpose The motivation for this study comes from decision making related to strategic
marketing orientations in international markets. The authors examine if customer orientation …

Purpose–The present paper is an attempt to provide a holistic approach of the Greek
banking sector and how it operates. Design/methodology/approach–A survey was carried …

Purpose–The aim of this paper is to compare perceptions of bank service quality among
Tunisian and Canadian customers, and to determine which dimensions of service quality …

Since 1990, market orientation (MO) has received considerable attention in the marketing
literature. Little research so far provides preliminary and useful information to facilitate good …

The concept of engagement in regard to the business-to-business (B2B) sector has received
less attention due to the complexity and heterogeneity of people involved in making the …

Purpose–The purpose of this paper is to develop a multi‐item scale for measuring the
customer relationship management effectiveness (CRME) in Indian retail banks and to …

This study developed and empirically tested a model to explore the relationships between
contact personnel, physical environment, service quality, relationship quality, service …

Purpose This study aims to review the published empirical research on relationship
orientation in banking and insurance services. The objective of the study is to understand …