Purpose – The purpose of this paper is to investigate the impact of relational benefits on customer satisfaction in retail banking. This paper presents a causal model that identifies a connection between the relational benefits achieved through a stable and long‐term relationship with a...

Purpose – The purpose of this paper is to investigate the relationship between the proactive market orientation approach and business performance in retail banking. Design/methodology/approach – Based on a theoretical discussion, empirical research was conducted to test the proposed...

The association between economic development and growth of the service sector seems indisputable. Although it is necessary to highlight that services are of a different nature from that of products, nowadays the latter are more and more penetrated by complementary services, given the...

Purpose – The purpose of this paper is to investigate the effects of customer satisfaction both directly and indirectly (through loyalty) on price acceptance. In addition, price fairness is considered as an antecedent of customer satisfaction and loyalty. Design/methodology/approach – Based...