Analysing the commitment - service quality relationship: a comparative study of retail banking call centres and branches

Article Abstract:

A study on organizational commitment and its relation to service quality among employees of call centre and branches of retail bank in UK is presented. Results indicate that both affective and continuance commitment has an impact on quality in branches, only affective commitment had an impact on call centres.

Commercial Banking, Retail Banking Services, Product quality, Executive changes & profiles, Officials and employees, Retail banking, Quality management, Beliefs, opinions and attitudes, Services industry workers, Service industries workers

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The relative influence of organisational commitment and job satisfaction on service quality of customer-contact employees in banking call centres

Article Abstract:

A survey of 342 call center employees in a United Kingdom bank shows that organizational commitment and job satisfaction significantly impact the level of service quality that is delivered. Commitment was found to be more influential than job satisfaction in driving quality in employee-customer relations.

Marketing procedures, Science & research, Personnel administration, Customer Relations, Research, Banking industry, Influence, Labor relations, Comparative analysis, Job satisfaction, Employee loyalty

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I am, ergo I shop: does store image congruity explain shopping behavior of Chinese consumers?

Article Abstract:

The structural equation model of the impact of consumer image congruence on the choice of retail stores by Chinese consumers is described.

Management dynamics, Retail Stores, Consumer Behavior, Analysis, Management, Usage, Stores, Company business management, Consumer behaviour, Econometric models

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