behaviour mediate the relationship between customers’ perception of salespeople’s empathy and RQ with the bank. Moreover, the … between salesperson’s listening and customer’s RQ with bank are attenuated by the salesperson’s FS. Originality/value – This … with the bank. Moreover, dyadic data show that such effects are influenced by variables related to the bank’s salespeople …

defined transactional and relational exchange forms. The authors study one bank’s customers, and, based on objective bank …, since they interact repeatedly with the bank in a short period of time. The paper aims to discuss these issues. Design … bank records for 90,528 bank customers. Findings Findings are that the old dichotomy between transaction and relation is no …

, and the bank approval disparity is also larger in more racially biased counties. We conclude that insofar as automation by …