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Moderating effects of customer profitability in the retail banking services sector

Research output: Contribution in Book/Report/Proceedings - With ISBN/ISSN › Abstract

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Moderating effects of customer profitability in the retail banking services sector. / Salciuviene, Laura; Ivanauskiene, Neringa; Auruskeviciene, Vilte et al.
Academy of Marketing Conference AM2017 Proceedings. Hull: Academy of Marketing, 2017.

Research output: Contribution in Book/Report/Proceedings - With ISBN/ISSN › Abstract

Harvard

Salciuviene, L, Ivanauskiene, N, Auruskeviciene, V & Mikoliunas, T 2017, Moderating effects of customer profitability in the retail banking services sector. in Academy of Marketing Conference AM2017 Proceedings. Academy of Marketing, Hull, Academy of Marketing Conference AM2017, Hull, United Kingdom, 4/07/17.

APA

Salciuviene, L., Ivanauskiene, N., Auruskeviciene, V., & Mikoliunas, T. (2017). Moderating effects of customer profitability in the retail banking services sector. In Academy of Marketing Conference AM2017 Proceedings Academy of Marketing.

Vancouver

Salciuviene L, Ivanauskiene N, Auruskeviciene V, Mikoliunas T. Moderating effects of customer profitability in the retail banking services sector. In Academy of Marketing Conference AM2017 Proceedings. Hull: Academy of Marketing. 2017

Author

Salciuviene, Laura ; Ivanauskiene, Neringa ; Auruskeviciene, Vilte et al. / Moderating effects of customer profitability in the retail banking services sector. Academy of Marketing Conference AM2017 Proceedings. Hull : Academy of Marketing, 2017.

Bibtex

@inbook{78d602d48e1c40e6ae87673b6b168801,
title = "Moderating effects of customer profitability in the retail banking services sector",
abstract = "Unlike many Western countries where retail banking markets can be characterised by longtermcustomer relationships with their chosen banks, customers in Eastern Europe are readyto collaborate with several banks at the same time or switch to a different retail bankingservice provider more frequently. Thus, the retail banking market in Eastern Europe facesnew challenges in terms of customer loyalty. In this study, we test the commitment – customerloyalty link in the retail banking market across three customer groups segmented on the basisof customer profitability in an Eastern European country. Our results suggest a positiveeffect of commitment on loyalty in all three different customer segments and we find thatcustomer profitability moderates the commitment - loyalty relationship in the context of retailfinancial services.",
author = "Laura Salciuviene and Neringa Ivanauskiene and Vilte Auruskeviciene and Tomas Mikoliunas",
year = "2017",
month = jul,
day = "3",
language = "English",
isbn = "9781527212718",
booktitle = "Academy of Marketing Conference AM2017 Proceedings",
publisher = "Academy of Marketing",
note = "Academy of Marketing Conference AM2017 ; Conference date: 04-07-2017 Through 06-07-2017",

}

RIS

TY - CHAP

T1 - Moderating effects of customer profitability in the retail banking services sector

AU - Salciuviene, Laura

AU - Ivanauskiene, Neringa

AU - Auruskeviciene, Vilte

AU - Mikoliunas, Tomas

PY - 2017/7/3

Y1 - 2017/7/3

N2 - Unlike many Western countries where retail banking markets can be characterised by longtermcustomer relationships with their chosen banks, customers in Eastern Europe are readyto collaborate with several banks at the same time or switch to a different retail bankingservice provider more frequently. Thus, the retail banking market in Eastern Europe facesnew challenges in terms of customer loyalty. In this study, we test the commitment – customerloyalty link in the retail banking market across three customer groups segmented on the basisof customer profitability in an Eastern European country. Our results suggest a positiveeffect of commitment on loyalty in all three different customer segments and we find thatcustomer profitability moderates the commitment - loyalty relationship in the context of retailfinancial services.

AB - Unlike many Western countries where retail banking markets can be characterised by longtermcustomer relationships with their chosen banks, customers in Eastern Europe are readyto collaborate with several banks at the same time or switch to a different retail bankingservice provider more frequently. Thus, the retail banking market in Eastern Europe facesnew challenges in terms of customer loyalty. In this study, we test the commitment – customerloyalty link in the retail banking market across three customer groups segmented on the basisof customer profitability in an Eastern European country. Our results suggest a positiveeffect of commitment on loyalty in all three different customer segments and we find thatcustomer profitability moderates the commitment - loyalty relationship in the context of retailfinancial services.

M3 - Abstract

SN - 9781527212718

BT - Academy of Marketing Conference AM2017 Proceedings

PB - Academy of Marketing

CY - Hull

T2 - Academy of Marketing Conference AM2017

Y2 - 4 July 2017 through 6 July 2017

ER -