메뉴 건너뛰기




Volumn 18, Issue 3, 2000, Pages 97-111

Corporate-customer satisfaction in the banking industry of Singapore

Author keywords

Banking; Business to business marketing; Customer satisfaction; Relationship marketing

Indexed keywords


EID: 27144467832     PISSN: 02652323     EISSN: None     Source Type: Journal    
DOI: 10.1108/02652320010339617     Document Type: Article
Times cited : (35)

References (52)
  • 1
    • 0031539175 scopus 로고    scopus 로고
    • Changes in the theory of inter-organisational relations in marketing: toward a network paradigm
    • Achrol, R.S. (1997), “Changes in the theory of inter-organisational relations in marketing: toward a network paradigm”, Journal of the Academy of Marketing Science, No. 25, pp. 56-71.
    • (1997) Journal of the Academy of Marketing Science , pp. 56-71
    • Achrol, R.S.1
  • 2
    • 0038132120 scopus 로고
    • Reflections in China: re-orientating images of marketing
    • Ambler, T. (1995), “Reflections in China: re-orientating images of marketing”, Marketing Management, Vol. 4 No. 1, pp. 22-30.
    • (1995) Marketing Management , vol.4 , pp. 22-30
    • Ambler, T.1
  • 4
    • 0001228025 scopus 로고
    • Industry type, culture, mode of entry and perceptions of international marketing ethics problems: a cross-culture comparison
    • Armstrong, R.W. and Sweeney, J. (1994), “Industry type, culture, mode of entry and perceptions of international marketing ethics problems: a cross-culture comparison”, Journal of Business Ethics, Vol. 13 No. 10, pp. 775-85.
    • (1994) Journal of Business Ethics , vol.13 , pp. 775-785
    • Armstrong, R.W.1    Sweeney, J.2
  • 5
    • 61449210975 scopus 로고
    • Marketing as exchange
    • October
    • Bagozzi, R.P. (1975), “Marketing as exchange”, Journal of Marketing, Vol. 39, October, pp. 32-9.
    • (1975) Journal of Marketing , vol.39 , pp. 32-39
    • Bagozzi, R.P.1
  • 7
    • 0002335592 scopus 로고
    • Selected determinants of consumer satisfaction and complaint reports
    • February
    • Bearden, W.O. and Teel, J.E. (1983), “Selected determinants of consumer satisfaction and complaint reports”, Journal of Marketing Research, Vol. 20, February, pp. 21-8.
    • (1983) Journal of Marketing Research , vol.20 , pp. 21-28
    • Bearden, W.O.1    Teel, J.E.2
  • 8
    • 0031285852 scopus 로고    scopus 로고
    • Relationship marketing: evolution, present state, and future
    • Bejou, D. (1997), “Relationship marketing: evolution, present state, and future”, Psychology and Marketing, Vol. 14 No. 8, pp. 727-36.
    • (1997) Psychology and Marketing , vol.14 , pp. 727-736
    • Bejou, D.1
  • 9
    • 4243159210 scopus 로고
    • Significance tests and goodness of fit in the analysis of convariance structures
    • Bentler, P.M. and Bonett, D.G. (1980), “Significance tests and goodness of fit in the analysis of convariance structures”, Psychological Bulletin, Vol. 88, pp. 588-606.
    • (1980) Psychological Bulletin , vol.88 , pp. 588-606
    • Bentler, P.M.1    Bonett, D.G.2
  • 10
    • 0002866667 scopus 로고
    • Evaluating service encounters: the effects of physical surroundings and employee responses
    • April
    • Bitner, M.J. (1990), “Evaluating service encounters: the effects of physical surroundings and employee responses”, Journal of Marketing, Vol. 54, April, pp. 69-82.
    • (1990) Journal of Marketing , vol.54 , pp. 69-82
    • Bitner, M.J.1
  • 11
    • 84965565738 scopus 로고
    • A new incremental fit index for general structural equation models
    • Bollen, K.A. (1989), “A new incremental fit index for general structural equation models”, Sociological Methods and Research, Vol. 17, pp. 303-16.
    • (1989) Sociological Methods and Research , vol.17 , pp. 303-316
    • Bollen, K.A.1
  • 12
    • 85024239775 scopus 로고
    • Towards a paradigm shift in marketing? An examination of current marketing practices
    • Brodie, R.J., Coviello, N.E., Brookes, R. and Little, V. (1977), “Towards a paradigm shift in marketing? An examination of current marketing practices”, Journal of Marketing Management, Vol. 13 No. 5, pp. 383-406.
    • (1977) Journal of Marketing Management , vol.13 , pp. 383-406
    • Brodie, R.J.1    Coviello, N.E.2    Brookes, R.3    Little, V.4
  • 14
    • 0001878819 scopus 로고
    • A paradigm for developing better measures of marketing constructs
    • February
    • Churchill, G.A. (1979), “A paradigm for developing better measures of marketing constructs”, Journal of Marketing Research, Vol. 16, February, pp. 64-73.
    • (1979) Journal of Marketing Research , vol.16 , pp. 64-73
    • Churchill, G.A.1
  • 15
    • 0000375425 scopus 로고
    • An investigation into the determinants of customer satisfaction
    • Churchill, G.A. and Surprenant, C. (1982), “An investigation into the determinants of customer satisfaction”, Journal of Marketing Research, Vol. 19, pp. 491-504.
    • (1982) Journal of Marketing Research , vol.19 , pp. 491-504
    • Churchill, G.A.1    Surprenant, C.2
  • 17
    • 0000013275 scopus 로고
    • Effects of relationship marketing on satisfaction, retention and prices in the life insurance industry
    • Crosby, L.A. and Stephens, N. (1987), “Effects of relationship marketing on satisfaction, retention and prices in the life insurance industry”, Journal of Marketing Research, Vol. 24, pp. 404-11.
    • (1987) Journal of Marketing Research , vol.24 , pp. 404-411
    • Crosby, L.A.1    Stephens, N.2
  • 18
    • 84986097123 scopus 로고
    • Relationship quality in services selling: an interpersonal influence perspective
    • July
    • Crosby, L.A., Evans, K.R. and Cowles, D. (1990), “Relationship quality in services selling: an interpersonal influence perspective”, Journal of Marketing, Vol. 54, July, pp. 68-81.
    • (1990) Journal of Marketing , vol.54 , pp. 68-81
    • Crosby, L.A.1    Evans, K.R.2    Cowles, D.3
  • 19
    • 84954992763 scopus 로고
    • International marketing and purchasing of industrial goods: features of a European research project
    • Cunningham, M.T. (1980), “International marketing and purchasing of industrial goods: features of a European research project”, European Journal of Marketing, Vol. 14 No. 5, pp. 322-38.
    • (1980) European Journal of Marketing , vol.14 , pp. 322-338
    • Cunningham, M.T.1
  • 21
    • 0001932429 scopus 로고
    • Developing buyer-seller relationships
    • Dwyer, F.R., Schurr, P.H. and Oh, S. (1987), “Developing buyer-seller relationships”, Journal of Marketing, Vol. 51 No. 2, pp. 11-27.
    • (1987) Journal of Marketing , vol.51 , pp. 11-27
    • Dwyer, F.R.1    Schurr, P.H.2    Oh, S.3
  • 23
    • 0002977341 scopus 로고
    • The development of buyer-seller relationships in industrial markets
    • in Hakansson, H. (Ed.), John Wiley & Sons, New York, NY
    • Ford, D.I. (1982), “The development of buyer-seller relationships in industrial markets”, in Hakansson, H. (Ed.), International Marketing and Purchasing of Industrial Goods: An Interaction Approach, John Wiley & Sons, New York, NY, pp. 288-304.
    • (1982) International Marketing and Purchasing of Industrial Goods: An Interaction Approach , pp. 288-304
    • Ford, D.I.1
  • 24
    • 21844506036 scopus 로고
    • Relationship marketing: the strategy continuum
    • Grönroos, C. (1995), “Relationship marketing: the strategy continuum”, Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 252-4.
    • (1995) Journal of the Academy of Marketing Science , vol.23 , pp. 252-254
    • Grönroos, C.1
  • 25
    • 84991945637 scopus 로고    scopus 로고
    • Value-driven relational marketing: from products to resources and competencies
    • Grönroos, C. (1997), “Value-driven relational marketing: from products to resources and competencies”, Journal of Marketing Management, Vol. 13 No. 5, pp. 407-19.
    • (1997) Journal of Marketing Management , vol.13 , pp. 407-419
    • Grönroos, C.1
  • 26
    • 84970157884 scopus 로고
    • Run silent, run deep: cultural influences on organisations in the Far East
    • Hall, R.H. and Xu, W. (1990), “Run silent, run deep: cultural influences on organisations in the Far East”, Organisation Studies, Vol. 2, pp. 569-76.
    • (1990) Organisation Studies , vol.2 , pp. 569-576
    • Hall, R.H.1    Xu, W.2
  • 28
    • 2342433059 scopus 로고    scopus 로고
    • Competing through relationships: grounding relationship marketing in resources-advantage theory
    • Hunt, S.D. (1997), “Competing through relationships: grounding relationship marketing in resources-advantage theory”, Journal of Marketing Management, Vol. 13, pp. 431-45.
    • (1997) Journal of Marketing Management , vol.13 , pp. 431-445
    • Hunt, S.D.1
  • 29
    • 0001352565 scopus 로고
    • Recent developments in structural equation modelling
    • November
    • Jöreskog, K.G. and Sörbom, D. (1982), “Recent developments in structural equation modelling”, Journal of Marketing Research, Vol. 19, November, pp. 440-56.
    • (1982) Journal of Marketing Research , vol.19 , pp. 440-456
    • Jöreskog, K.G.1    Sörbom, D.2
  • 30
    • 84986037253 scopus 로고
    • A longitudinal assessment of consumer satisfaction/dissatisfaction: the dynamic aspect of the cognitive process
    • LaBarbera, P.A. and Mazursky, D. (1983), “A longitudinal assessment of consumer satisfaction/dissatisfaction: the dynamic aspect of the cognitive process”, Journal of Marketing Research, Vol. 20, pp. 393-404.
    • (1983) Journal of Marketing Research , vol.20 , pp. 393-404
    • LaBarbera, P.A.1    Mazursky, D.2
  • 31
    • 0030185881 scopus 로고    scopus 로고
    • A study of Hong Kong businessmen's perceptions of the role ‘guanxi’ in the People's Republic of China
    • Leung, T.K.P., Wong, Y.H. and Wong, S. (1996), “A study of Hong Kong businessmen's perceptions of the role ‘guanxi’ in the People's Republic of China”, Journal of Business Ethics, Vol. 15 No. 7, pp. 749-57.
    • (1996) Journal of Business Ethics , vol.15 , pp. 749-757
    • Leung, T.K.P.1    Wong, Y.H.2    Wong, S.3
  • 32
    • 0002242209 scopus 로고    scopus 로고
    • Guanxi and performance of foreign-invested enterprises in China: an empirical inquiry
    • Luo, Y. (1997), “Guanxi and performance of foreign-invested enterprises in China: an empirical inquiry”, Management International Review, Vol. 37 No. 1, pp. 51-62.
    • (1997) Management International Review , vol.37 , pp. 51-62
    • Luo, Y.1
  • 33
    • 33750317961 scopus 로고
    • Application of confirmatory factor analysis of the study of self-concept: first and higher order factor models and their invariance across groups
    • Marsh, H.W. and Hocevar, D. (1985), “Application of confirmatory factor analysis of the study of self-concept: first and higher order factor models and their invariance across groups”, Psychology Bulletin, Vol. 97, pp. 562-82.
    • (1985) Psychology Bulletin , vol.97 , pp. 562-582
    • Marsh, H.W.1    Hocevar, D.2
  • 34
    • 84986035555 scopus 로고
    • Relationships between providers and users of marketing research: the dynamics of trust within and between organisations
    • August
    • Moorman, C., Zaltman, G. and Deshpande, R. (1992), “Relationships between providers and users of marketing research: the dynamics of trust within and between organisations”, Journal of Marketing Research, Vol. 29, August, pp. 314-28.
    • (1992) Journal of Marketing Research , vol.29 , pp. 314-328
    • Moorman, C.1    Zaltman, G.2    Deshpande, R.3
  • 35
    • 84986096161 scopus 로고
    • The commitment-trust theory of relationship marketing
    • Morgan, R.M. and Hunt, D. (1994), “The commitment-trust theory of relationship marketing”, Journal of Marketing, Vol. 58, pp. 20-38.
    • (1994) Journal of Marketing , vol.58 , pp. 20-38
    • Morgan, R.M.1    Hunt, D.2
  • 36
    • 0000396442 scopus 로고
    • A cognitive model of the antecedents and consequences of satisfaction decisions
    • Oliver, R.L. (1980), “A cognitive model of the antecedents and consequences of satisfaction decisions”, Journal of Marketing Research, Vol. 17, pp. 460-69.
    • (1980) Journal of Marketing Research , vol.17 , pp. 460-469
    • Oliver, R.L.1
  • 37
    • 84986065665 scopus 로고
    • Response determinants in satisfaction judgements
    • March
    • Oliver, R.L. and DeSarbo, W.S. (1988), “Response determinants in satisfaction judgements”, Journal of Consumer Research, Vol. 14, March, pp. 495-507.
    • (1988) Journal of Consumer Research , vol.14 , pp. 495-507
    • Oliver, R.L.1    DeSarbo, W.S.2
  • 38
    • 84986181541 scopus 로고
    • Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach
    • Oliver, R.L. and Swan, J.E. (1989a), “Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach”, Journal of Marketing, Vol. 53, pp. 21-35.
    • (1989) Journal of Marketing , vol.53 , pp. 21-35
    • Oliver, R.L.1    Swan, J.E.2
  • 39
    • 0000684964 scopus 로고
    • Equity and disconfirmation perceptions as influences on merchant and product satisfaction
    • Oliver, R.L. and Swan, J.E. (1989b), “Equity and disconfirmation perceptions as influences on merchant and product satisfaction”, Journal of Consumer Research, Vol. 16, pp. 372-83.
    • (1989) Journal of Consumer Research , vol.16 , pp. 372-383
    • Oliver, R.L.1    Swan, J.E.2
  • 40
    • 0002408510 scopus 로고
    • A conceptual model of service quality and its implications for future research
    • Fall
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, Fall, pp. 41-50.
    • (1985) Journal of Marketing , vol.49 , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 41
    • 0031540051 scopus 로고    scopus 로고
    • Modeling the determinants of customer satisfaction for business-to-business professional services
    • Patterson, P.G., Johnson, L.W. and Spreng, R.A. (1997), “Modeling the determinants of customer satisfaction for business-to-business professional services”, Journal of the Academy of Marketing Science, Vol. 25 No. 1, pp. 4-17.
    • (1997) Journal of the Academy of Marketing Science , vol.25 , pp. 4-17
    • Patterson, P.G.1    Johnson, L.W.2    Spreng, R.A.3
  • 42
    • 84986181563 scopus 로고    scopus 로고
    • Marketing: from advertising to Zen
    • Pelton, L.E. (1997), “Marketing: from advertising to Zen”, Journal of Marketing, Vol. 61 No. 3, pp. 115-17.
    • (1997) Journal of Marketing , vol.61 , pp. 115-117
    • Pelton, L.E.1
  • 43
    • 0002162913 scopus 로고    scopus 로고
    • Organisation buying behavior: past performance and future expectations
    • Sheth, J.N. (1996), “Organisation buying behavior: past performance and future expectations”, Journal of Business & Industrial Marketing, Vol. 11 No. 3, pp. 7-24.
    • (1996) Journal of Business & Industrial Marketing , vol.11 , pp. 7-24
    • Sheth, J.N.1
  • 44
    • 3242753566 scopus 로고
    • Relationship marketing in consumer markets: antecedents and consequences
    • Sheth, J.N. and Parvatiyar (1995), “Relationship marketing in consumer markets: antecedents and consequences”, Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 255-71.
    • (1995) Journal of the Academy of Marketing Science , vol.23 , pp. 255-271
    • Sheth, J.N.1    Parvatiyar2
  • 45
    • 85009892780 scopus 로고
    • Consulting across east-west boundaries
    • Smith, R.C. (1995), “Consulting across east-west boundaries”, Journal of Management Consulting, Vol. 8 No. 4, pp. 3-5.
    • (1995) Journal of Management Consulting , vol.8 , pp. 3-5
    • Smith, R.C.1
  • 46
    • 0031231583 scopus 로고    scopus 로고
    • Scaling the Great Wall: the Yin and Yang of resolving business conflicts in China
    • Strutton, D. and Pelton, L. (1997), “Scaling the Great Wall: the Yin and Yang of resolving business conflicts in China”, Business Horizon, Vol. 40 No. 5, pp. 22-34.
    • (1997) Business Horizon , vol.40 , pp. 22-34
    • Strutton, D.1    Pelton, L.2
  • 47
    • 84986181598 scopus 로고
    • Inferred and perceived disconfirmation in consumer satisfaction
    • American Marketing Association, Chicago, IL.
    • Swan, J.E. and Trawick, F.I. (1980), “Inferred and perceived disconfirmation in consumer satisfaction”, Marketing in the 1980s, American Marketing Association, Chicago, IL.
    • (1980) Marketing in the 1980s
    • Swan, J.E.1    Trawick, F.I.2
  • 48
    • 85025007782 scopus 로고
    • Models of consumer satisfaction as a process
    • Tse, D.K. and Wilton, P.C. (1988), “Models of consumer satisfaction as a process”, Psychology & Marketing, Vol. 7 No. 3, pp. 177-93.
    • (1988) Psychology & Marketing , vol.7 , pp. 177-193
    • Tse, D.K.1    Wilton, P.C.2
  • 49
    • 0031541019 scopus 로고    scopus 로고
    • Where guanxi matters: relational demography and guanxi in the Chinese context
    • Tsui, A.S. and Farh, J.L.L. (1997), “Where guanxi matters: relational demography and guanxi in the Chinese context”, Work and Occupations, Vol. 24 No. 1, pp. 204-12.
    • (1997) Work and Occupations , vol.24 , pp. 204-212
    • Tsui, A.S.1    Farh, J.L.L.2
  • 50
    • 0000189486 scopus 로고
    • Antecedents and consequences of satisfaction and commitment in trust models: a reanalysis using latent variable structural equations methods
    • Williams, L.J. and Hazer, J.T. (1986), “Antecedents and consequences of satisfaction and commitment in trust models: a reanalysis using latent variable structural equations methods”, Journal of Applied Psychology, Vol. 71 No. 2, pp. 219-23.
    • (1986) Journal of Applied Psychology , vol.71 , pp. 219-223
    • Williams, L.J.1    Hazer, J.T.2
  • 51
    • 0030300587 scopus 로고    scopus 로고
    • Guanxi: connections as substitutes for formal institutional support
    • Xin, K.R. and Pearce, J.L. (1996), “Guanxi: connections as substitutes for formal institutional support”, Academy of Management Journal, Vol. 39 No. 6, pp. 1641-52.
    • (1996) Academy of Management Journal , vol.39 , pp. 1641-1652
    • Xin, K.R.1    Pearce, J.L.2
  • 52
    • 0002025287 scopus 로고    scopus 로고
    • Achieving business success in Confucian societies: the importance of guanxi (connections)
    • Yeung, I.Y.M. and Tung, R.L. (1996), “Achieving business success in Confucian societies: the importance of guanxi (connections)”, Organisation Dynamics, Vol. 25 No. 2, pp. 54-65.
    • (1996) Organisation Dynamics , vol.25 , pp. 54-65
    • Yeung, I.Y.M.1    Tung, R.L.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.