Purpose – The purpose of this paper is to explore the effect of calculative, affective and normative commitment on bank employee-customer rapport and customer satisfaction. The mediating effect of rapport between each of the three types of commitment and customer satisfaction is also examined....

Purpose – Considering the significance of customer satisfaction and commitment in the competitive banking industry of developing countries, the purpose of this paper is to investigate the alternative relationships of satisfaction with various types of commitment, benefits, quality and trust....

Purpose – The purpose of this paper is to report antecedent roles of competence, contractual and goodwill trust on rapport and satisfaction in banking services in a developing country context. The study also identifies the mediating influence of these three types of trust between rapport and...

Purpose – The study investigates different roles (antecedent, mediator and moderator roles) of customer involvement in rapport and satisfaction. It is also designed to reveal the comparative impact of three types of relational benefits (confidential, social and special treatment benefits) on...

Purpose – The purpose of this paper is to report the results of a study undertaken to investigate the gift‐giving behavior of consumers in the People's Republic of China (PRC) during the Chinese New Year and the influence exerted by Chinese cultural values on such behavior....

Reports the findings of a cross‐cultural survey on the skill requirements of senior‐level logistics executives as perceived by the logistics practitioners themselves from two developing South‐east Asian nations, namely, Singapore and Malaysia. The study reveals that in the sampled nations,...

The current trend of changes in global business is highlighting the importance of logistics in the development of Third World business and industries. Literature reveals that many of these Third World nations lack logistics facilities; the task of developing a good logistics system in these...

Recent times have witnessed a heightened global interest in outsourcing of logistics functions. This is indicated by the volume of writings on the subject in various scholarly journals, trade publications and popular magazines. However, efforts to organize them in an integrated body of knowledge...

Purpose – The purpose of this research is to empirically investigate the impact of religious commitment of Muslim consumers in a non‐Muslim country on their purchase decision‐making process and develop a broad‐based taxonomy of these consumers based on that. It also aims at identifying...

Purpose – The aims of this paper are to examine the antecedent and mediation effects of core, relational and tangible service quality on rapport and customers' overall satisfaction. Design/methodology/approach – A survey has been conducted on 212 bank customers to validate the conceptual...