Purpose – The purpose of this paper is to examine the impact of the relationship marketing underpinnings, namely: commitment; competence; communication and conflict handling on the one hand and customer loyalty on the other, as well as the mediation effects of trust and relationship quality....

Purpose – This paper aims to examine the association of relationship marketing variables (namely trust, commitment, communication, and conflict handling) with overall firm‐customer relationship quality between male and female customers of Malaysian banks. Design/methodology/approach – Data...

Purpose – The purpose of this paper is to examine the relationship between the relational dynamics, namely trust, personalisation, communication, conflict handling and empathy, and relationship quality in the banking industry of two culturally dissimilar nations – Malaysia and New Zealand....

Purpose – This research seeks to empirically evaluate the influence of the underpinnings of relationship marketing on the perceived quality of bank‐customer relationship, and on customer satisfaction in the Malaysian banking sector. Design/methodology/approach – A field survey of bank...