文章基本信息

标题：Retail Banking and Customer Relationship Quality Issues in Indonesia
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作者：Syafrizal ; Syafrizal ; Nabsiah Abdul Wahid 等
期刊名称：Procedia - Social and Behavioral Sciences
印刷版ISSN：1877-0428
出版年度：2012
卷号：65
页码：542-548
DOI：10.1016/j.sbspro.2012.11.162
语种：English
出版社：Elsevier
摘要：AbstractThe 1997 financial crisis has affected the banking industry in Indonesia resulting in the industry to change its focus towards retail banking sector. While this is a good move to help spur banks profitability and growth, data from certain banks suggest that Indonesian banks have to also focus on customer relationship quality (CRQ) issues. In this article, the authors further conceptualise and modify a 2011 CRQ model by Syafrizal, Abdul Wahid and Ismail (or SAWI model). We propose to add cooperation, shared value and expertise dimension to the Relational Selling Behaviour (RSB) variable of the SAWI model that we feel would be best suited bank s needs in handling customer relationship quality issues.
关键词：Customer Relationship Quality (CRQ);Cooperation;Expertise;Shared Value;Relational Selling Behaviour (RSB);Positive Emotional Display;Future Interaction