lnu.sePublications
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Professionalism and relationship quality in banks: small and medium size enterprise perspective
Kristianstad University.
Kristianstad University. (Corporate Governance)ORCID iD: 0000-0002-8938-2150
Kristianstad University.
2013 (English)Conference paper, Published paper (Refereed)
Abstract [en]

The aim of the paper is to understand how SMEs perceive professionalism its influences on the customer loyalty of the banks they work with. This is being explored through investigating the black box found in the relationship between these two concepts. The paper hypotheses that corporate image and relationship quality are the intervening variables in the professionalism relationship to customer loyally, while switching barriers are thenserve as moderators of the relationship between corporateimage and relationship quality and customer loyalty.The paper is based on a survey answered by 335 owners of SMEs in Sweden. The findings of the paper indicate that 1) increasing perception of banks’ professionalism has a positive impact on banks’ corporate image and on the relationship quality SME possesses, 2) increasing positive perception of the banks’ corporate image and increasing relationship quality leads to higher customer loyalty, 3) switching barriers do not moderate the relationship between perceived corporate image and relationship quality of the bank SME works with, 4) that perceived corporate image and relationship quality mediate the relationship between perceived professionalism of the bank inits influence on customer loyalty of SME to its bank.

Place, publisher, year, edition, pages
Nordic Academy of Management, University of Iceland , 2013.
National Category
Business Administration
Research subject
Economy, Business administration
Identifiers
URN: urn:nbn:se:lnu:diva-37579OAI: oai:DiVA.org:lnu-37579DiVA, id: diva2:754759
Conference
22nd Nordic Academy of Management Conference, Reykjavik, Iceland, August 21-23, 2013
Available from: 2013-12-10 Created: 2014-10-10 Last updated: 2019-06-24Bibliographically approved

Open Access in DiVA

No full text in DiVA

Authority records BETA

Umans, Timurs

Search in DiVA

By author/editor
Umans, Timurs
Business Administration

Search outside of DiVA

GoogleGoogle Scholar

urn-nbn

Altmetric score

urn-nbn
Total: 110 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf