Customer-employee relationship: The role of self-employee congruence

European Journal of Marketing

Volumn 42, Issue 11-12, 2008, Pages 1316-1345

  Jamal, Ahmad ^a   Adelowore, Adegboyega ^b  

^a CARDIFF UNIVERSITY   (United Kingdom)

^b HSBC   (United Kingdom)

Author keywords

Banking; Buyer seller relationships; Consumer behaviour; Customer satisfaction; Marketing theory; Nigeria

Indexed keywords

EID: 54849425151     PISSN: 03090566     EISSN: None     Source Type: Journal    
DOI: 10.1108/03090560810903691     Document Type: Article

References (153)

1. Aaker, D.A. (1991), Managing Brand Equity, Free Press, New York, NY.
2. Aaker, J.L. and Maheswaran, D. (1997), "The effect of cultural orientation on persuasion", Journal of Consumer Research, Vol. 24 No. 3, pp. 315-29.
3. Abdul-Muhmin, A.G. (2005), "Instrumental and interpersonal determinants of relationship satisfaction and commitment in industrial markets", Journal of Business Research, Vol. 58 No. 5, pp. 619-28.
4. Akaike, H. (1987), "Factor analysis and AIC", Psychometrika, Vol. 52, pp. 317-32.
5. Anderson, J. and Narus, J.A. (1990), "A model of distributor firm and manufacturer firm working partnerships", Journal of Marketing, Vol. 54 No. 1, pp. 42-58.
6. Anderson, J. and Gerbing, D.W. (1988), "Structural modelling in practice: a review and recommended two step approach", Psychological Bulletin, Vol. 103 No. 3, pp. 411-23.
7. Arnold, D. (2000), The Handbook of Brand Management, Addison Wesley, Reading, MA.
8. Ashforth, B. and Kreiner, G.E. (1999), "How can you do it? Dirty work and the challenge of constructing a positive identity", Academy of Management Review, Vol. 24, July, pp. 413-34.
9. Babin, B. and Boles, J.S. (1998), "Employee behavior in a service environment: a model and test of potential differences between men and women", Journal of Marketing, Vol. 62 No. 2, pp. 77-91.
10. Baker, J., Grewal, D. and Parasuraman, A. (1994), "The influence of store environment on quality inferences and store image", Journal of the Academy of Marketing Science, Vol. 22 No. 4, pp. 328-39.
11. Baker, J., Parasuraman, A., Grewal, D. and Voss, G.B. (2002), "The influence of multiple store environment cues on perceived merchandise value and patronage intentions", Journal of Marketing, Vol. 66, April, pp. 120-41.
12. Bearden, W.O. and Teel, E.J. (1983), "Selected determinants of consumer satisfaction and complaint reports", Journal of Marketing Research, Vol. 20 No. 1, pp. 21-8.
13. Beatty, S.E., Mayer, M., Coleman, J.E., Reynolds, K.E. and Lee, J. (1996), "Customer-sales associate retail relationships", Journal of Retailing, Vol. 72 No. 3, pp. 223-47.
14. Beatty, S.E. and Kahle, R.L. (1988), "Alternative hierarchies of attitudes-behavior relationship: the impact of brand commitment", Journal of Academy of Marketing Science, Vol. 16 No. 2, pp. 1-10.
15. Beerli, A., Martín, D.J. and Quintana, A. (2004), "Model of customer loyalty in the retail banking market", European Journal of Marketing, Vol. 38 No. 1, pp. 253-75.
16. Bell, S.J., Auh, S. and Smalley, K. (2005), "Customer relationship dynamics: service quality and customer loyalty in the context of varying levels of customer expertise and switching costs", Journal of the Academy of Marketing Science, Vol. 33 No. 2, pp. 169-83.
17. Bendapudi, N. and Berry, L.L. (1997), "Customer motivations for maintaining relationships with service providers", Journal of Retailing, Vol. 73 No. 1, pp. 15-37.
18. Berry, L.L. (2000), "Cultivating service brand equity", Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 128-38.
19. Berry, L.L. (1995), "Relationship marketing of services: growing interest, emerging perspective", Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 236-45.
20. Bhat, S. and Reddy, S.K. (1998), "Symbolic and functional positioning of brands", Journal of Consumer Marketing, Vol. 15 No. 1, pp. 32-43.
21. Bitner, M.J. (1990), "Evaluating service encounters: the effects of physical surroundings and employee responses", Journal of Marketing, Vol. 54 No. 2, pp. 69-83.
22. Bitner, M.J. (1992), "Servicescapes: the impact of physical surroundings on customers and employees", Journal of Marketing, Vol. 56, April, pp. 57-71.
23. Bitner, M.J. (1995), "Building service relationships: it's all about promises", Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 246-51.
24. Bitner, M.J. and Hubbert, A.R. (1994), "Encounter satisfaction versus overall satisfaction versus quality", in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage, London.
25. Bitner, M.J., Booms, B.H. and Tetreault, M.S. (1990), "The service encounter: diagnosing favourable and unfavourable incidents", Journal of Marketing, Vol. 54 No. 2, pp. 71-84.
26. Bitner, M.J., Brown, S.W. and Meuter, M.L. (2000), "Technology infusion in service encounters", Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 138-50.
27. Bitner, M.J., Ostrom, A.L. and Meuter, M.L. (2002), "Implementing successful self-service technologies", The Academy of Management Executive, Vol. 1 No. 4, pp. 96-102.
28. Bloemer, J., de Ruyter, K. and Wetzels, M. (1999), "Linking perceived service quality and service loyalty: a multi-dimensional perspective", European Journal of Marketing, Vol. 33 Nos 11/12, pp. 1082-95.
29. Bobbitt, L.M. and Dabholkar, P.A. (2001), "Integrating attitudinal theories to understand and predict use of technology-based self-service: the internet as an illustration", Journal of Service Industry Management, Vol. 12 No. 5, pp. 423-51.
30. Bozdogan, H. (1987), "Model selection and Akaike' Information Criterion (AIC): the general theory and its analytical extensions", Psychometrika, Vol. 52, pp. 345-70.
31. Brady, M.K. and Cronin, J.J. Jr (2001), "Some new thoughts on conceptualizing perceived service quality: a hierarchical approach", Journal of Marketing, Vol. 65 No. 3, pp. 34-49.
32. Bretz, R.D. and Judge, T.A. (1994), "Person-organization fit and the theory of work adjustment: implications for satisfaction, tenure, and career success", Journal of Vocational Behaviour, Vol. 44, pp. 32-54.
33. Brown, S.W. and Swartz, T.A. (1989), "Gap analysis of professional service quality", Journal of Marketing, Vol. 53, April, pp. 92-8.
34. Burnham, T.A., Frels, J.K. and Mahajan, V. (2003), "Consumer switching costs: a typology, antecedents, and consequences", Journal of the Academy of Marketing Science, Vol. 31 No. 2, pp. 109-26.
35. Buzzell, R.D. and Gale, T.B. (1987), The PIMS Principles, The Free Press, New York, NY.
36. Buzzell, R.D., Gale, T.B. and Sultan, R.G.M. (1975), "Market share - a key to profitability", Harvard Business Review, Vol. 53 No. 1, pp. 97-106.
37. Byrne, B.M. (2001), Structural Equation Modelling with Amos: Basic Concepts, Applications and Programming, Laurence Erlbaum Associates, Hillsdale, NJ.
38. Byrne, D. (1971), The Attraction Paradigm, Academic Press, San Diago, CA.
39. Cable, D.M. and DeRue, D.S. (2002), "The convergent and discriminant validity of subjective fit perceptions", Journal of Applied Psychology, Vol. 87, pp. 875-84.
40. Carman, J.M. (1990), "Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions", Journal of Retailing, Vol. 66, Spring, pp. 35-55.
41. Caruana, A. (2002), "Service loyalty: the effects of service quality and the mediating role of customer satisfaction", European Journal of Marketing, Vol. 36 Nos 7/8, pp. 811-28.
42. Churchill, G.A. Jr and Surprenant, C. (1982), "An investigation into the determinants of customer satisfaction", Journal of Marketing Research, Vol. 19 No. 4, pp. 491-504.
43. Colgate, M. and Lang, B. (2001), "Switching barriers in consumer markets: an investigation of financial services industry", The Journal of Consumer Marketing, Vol. 18 Nos 4/5, pp. 332-47.
44. Coskun, A. and Frohlich, C.L. (1992), "Service: the competitive edge in banking", The Journal of Services Marketing, Vol. 6 No. 1, pp. 15-23.
45. Coulter, K.S. and Coulter, H.A. (2000), "The effects of service representative characteristics on trust: the moderating role of length of relationship", Proceedings of the American Marketing Association, Chicago, IL, Vol. 11, pp. 1-2.
46. Coulter, K.S. and Coulter, R.A. (2002), "Determinants of trust in a service provider: the moderating role of length of relationship", The Journal of Services Marketing, Vol. 16 No. 1, pp. 35-50.
47. Cronin, J.J. Jr and Taylor, A.S. (1992), "Measuring service quality: a re-examination and extension", Journal of Marketing, Vol. 56, July, pp. 55-68.
48. 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, November, pp. 404-11.
49. Crosby, L.A., Evans, K.R. and Cowles, D. (1990), "Relationship quality in services selling: an interpersonal influence perspective", Journal of Marketing, Vol. 54 No. 3, pp. 68-81.
50. Czepiel, J.A. (1990), "Service encounters and service relationships: implications for research", Journal of Business Research, Vol. 20 No. 1, pp. 13-21.
51. Dabholkar, P.A. and Bagozzi, R.P. (2002), "An attitudinal model of technology-based self-service: moderating effects of consumer traits and situational factors", Journal of the Academy of Marketing Science, Vol. 30 No. 3, pp. 184-202.
52. Dabholkar, P.A., Thorpe, D.I. and Rentz, J.O. (1996), "A measure of service quality for retail stores: scale development and validation", Journal of the Academy of Marketing Science, Vol. 24 No. 1, pp. 3-16.
53. Dick, A. and Basu, K. (1994), "Customer loyalty towards an integrated framework", Journal of the Academy of Marketing Science, Vol. 22 No. 2, pp. 99-113.
54. Dowling, G.R. and Staelin, R. (1994), "A model of perceived risk and intended risk-handling activity", Journal of Consumer Research, Vol. 21 No. 1, pp. 119-34.
55. Duck, S. (1994), Meaningful Relationships: Talking, Sense and Relating, Sage, Thousand Oaks, CA.
56. Dwyer, F.R., Schurr, P.H. and Oh, S. (1987), "Developing buyer-seller relationships", Journal of Marketing, Vol. 51 No. 2, pp. 11-27.
57. Ehigie, B.O. (2006), "Correlates of customer loyalty to their bank: a case study in Nigeria", The International Journal of Bank Marketing, Vol. 24 No. 7, pp. 494-508.
58. Ericksen, M.K. (1996), "Using self-congruence and ideal congruence to predict purchase intention: a European perspective", Journal of Euro-Marketing, Vol. 6 No. 1, pp. 41-56.
59. Escalas, J.E. and Bettman, J.R. (2005), "Self-construal, reference groups and brand meaning", Journal of Consumer Research, Vol. 32 No. 3, pp. 378-89.
60. Evans, M., Jamal, A. and Foxall, G. (2006), Consumer Behaviour, John Wiley and Sons, London.
61. Fornell, C. and Larker, F.D. (1981), "Evaluating structural equation models with unobservable variables and measurement error", Journal of Marketing Research, Vol. 18, February, pp. 39-50.
62. Ganesan, S. (1994), "Determinants of long-term orientation in buyer-seller relationships", Journal of Marketing, Vol. 58 No. 2, pp. 1-18.
63. Gerrard, P. and Cunningham, J.B. (2000), "The bank switching behaviour of Singapore's graduates", The Journal of Services Marketing, Vol. 5 No. 2, pp. 118-28.
64. Gerrard, P. and Cunningham, J.B. (2004), "Consumer switching behaviour in the Asian banking market", The Journal of Services Marketing, Vol. 18 Nos 2/3, pp. 215-23.
65. Graeff, T.R. (1996), "Using promotional messages to manage the effects of brand and self-image on brand evaluations", Journal of Consumer Marketing, Vol. 13 No. 3, pp. 4-18.
66. Gremler, D.D. and Gwinner, K.P. (2000), "Customer-employee rapport in service relationships", Journal of Service Research, Vol. 3 No. 1, pp. 82-104.
67. Gremler, D.D., Gwinner, K.P. and Brown, S.W. (2001), "Generating positive word-of-mouth communication through customer-employee relationships", International Journal of Service Industry Management, Vol. 12 No. 1, pp. 44-56.
68. Gronroos, C. (1982), Strategic Management and Marketing in the Service Sector, Swedish School of Economics and Business Administration, Helsingfors.
69. Gronroos, C. (1984), "A service quality model and its marketing implications", European Journal of Marketing, Vol. 18, pp. 35-44.
70. Gronroos, C. (2001), "A service quality model and its marketing implications", European Journal of Marketing, Vol. 18 No. 4, pp. 36-44.
71. Grubb, E.L. and Grathwohl, L.H. (1967), "Consumer self-concept, symbolism and market behavior: a theoretical approach", Journal of Marketing, Vol. 31 No. 4, pp. 22-7.
72. Gwinner, K.P., Gremler, D.D. and Bitner, M.J. (1998), "Relational benefits in services industries: the customer's perspective", Journal of the Academy of Marketing Science, Vol. 26 No. 2, pp. 101-14.
73. Gwinner, K.P., Bitner, M.J., Brown, S.W. and Kumar, A. (2005), "Service customization through employee adaptiveness", Journal of Services Research, Vol. 8 No. 2, pp. 131-48.
74. Hair, J.F. Jr, Anderson, E.R., Tatham, L.R. and Black, C.W. (1998), Multivariate Data Analysis, 5th international edition, Prentice Hall, London.
75. Hartline, M.D. and Ferrell, O.C. (1996), "The management of customer-contact service employees", Journal of Marketing, Vol. 60 No. 4, pp. 52-70.
76. Hennig-Thurau, T., Gwinner, K.P. and Gremler, D.D. (2002), "Understanding relationship marketing outcomes: an integration of relational benefits and relationship quality", Journal of Service Research, Vol. 4 No. 3, pp. 230-47.
77. Hofstede, G. (1984), Culture's Consequences: International Differences in Work Related Values, Sage, London.
78. Hofstede, G. (1990), Culture and Organizations: Software of the Mind, McGraw Hill, London.
79. Hong, J.W. and Zinkhan, M.G. (1995), "Self-concept and advertising effectiveness: the influence of congruency, conspicuousness, and response mode", Psychology & Marketing, Vol. 12 No. 1, pp. 53-77.
80. Iacobucci, D. and Ostrom, A. (1996), "Commercial and interpersonal relationships: using the structure of interpersonal relationships to understand individual-to-individual, individual-to-firm, and firm-to-firm relationships in commerce", International Journal of Research in Marketing, Vol. 13 No. 1, pp. 53-72.
81. Jamal, A. (2004), "Retail banking and customer behaviour: a study of self concept, satisfaction and technology usage", The International Review of Retail, Distribution and Consumer Research, Vol. 14 No. 3, pp. 357-79.
82. Jamal, A. and Al-Marri, M. (2007), "Exploring the effect of self-image congruence and brand preference on satisfaction: the role of expertise", Journal of Marketing Management, Vol. 23 Nos 7-8, pp. 613-29.
83. Jamal, A. and Goode, M. (2001), "Consumers and brands: a study of the impact of self-image congruence on brand preference and satisfaction", Marketing Intelligence & Planning, Vol. 19 No. 7, pp. 482-92.
84. Jamal, A. and Naser, K. (2002), "Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking", International Journal of Bank Marketing, Vol. 20 No. 4, pp. 146-60.
85. Johnson, M.D. and Selnes, F. (2004), "Customer portfolio management: toward a dynamic theory of exchange relationships", Journal of Marketing, Vol. 68 No. 2, pp. 1-15.
86. Jones, M.A., Mothersbaugh, D.L. and Beatty, S.E. (2000), "Switching barriers and repurchase intentions in services", Journal of Retailing, Vol. 76 No. 2, pp. 259-74.
87. Jones, T.O. and Sasser, W.E. Jr (1995), "Why satisfied customers defect", Harvard Business Review, Vol. 73 No. 6, pp. 88-99.
88. Kang, G.-D. and James, J. (2004), "Service quality dimensions: an examination of Gronroos's service quality model", Managing Service Quality, Vol. 14 No. 4, pp. 266-77.
89. Keaveney, S.M. (1995), "Customer switching behaviour in services industries: an exploratory study", Journal of Marketing, Vol. 59 No. 2, pp. 71-82.
90. Keller, K.L. (1993), "Conceptualizing, measuring, and managing customer-based brand equity", Journal of Marketing, Vol. 57 No. 1, pp. 1-22.
91. Kleijnen, M., de Ruyter, K. and Andreassen, T.W. (2005), "Image congruence and the adoption of service innovations", Journal of Service Research, Vol. 7 No. 4, pp. 343-59.
92. Lauver, K.J. and Kristof-Brown, A. (2001), "Distinguishing between employees' perceptions of person-job and person-organization fit", Journal of Vocational Behaviour, Vol. 59, pp. 454-70.
93. LeBlanc, G. and Nguyen, N. (1996), "Cues used by customers evaluating corporate image in service firms, an empirical study in financial institutions", International Journal of Service Industry Management, Vol. 7 No. 2, pp. 44-56.
94. Levesque, T. and McDougall, H.G.G. (1996), "Determinants of customer satisfaction in retail banking", International Journal of Bank Marketing, Vol. 14 No. 7, pp. 12-20.
95. Levy, S.J. (1959), "Symbols for sale", Harvard Business Review, Vol. 37, July-August, pp. 117-24.
96. MacCallum, R.C., Browne, M.W. and Sugawara, H.M. (1996), "Power analysis and determination of sample size for covariance structure modelling", Psychological Methods, Vol. 1, pp. 139-49.
97. Macintosh, G. and Lockshin, L.S. (1997), "Retail relationships and store loyalty: a multi-level perspective", International Journal of Research in Marketing, Vol. 14 No. 5, pp. 487-97.
98. McGinnies, E. and Ward, C. (1980), "Better liked than right: trustworthiness and expertise in credibility", Personality and Social Psychological Bulletin, Vol. 6, September, pp. 467-72.
99. Mehta, A. (1999), "Using self-concept to assess advertising effectiveness", Journal of Advertising Research, Vol. 39 No. 1, pp. 81-9.
100. Meuter, M.L., Ostrom, A.L., Roundtree, R.I. and Bitner, M.J. (2000), "Self-service technologies: understanding customer satisfaction with technology-based service encounters", Journal of Marketing, Vol. 64 No. 3, pp. 50-65.
101. Morgan, R.M. and Hunt, S.D. (1994), "The commitment-trust theory of relationship marketing", Journal of Marketing, Vol. 58 No. 3, pp. 20-38.
102. Netemeyer, R.G., Boles, J.S., McKee, D.O. and McMurrian, R. (1997), "An investigation into the antecedents of organizational citizenship behaviors in a personal selling context", Journal of Marketing, Vol. 61 No. 3, pp. 85-98.
103. Nunnally, J.C. (1978), Psychometric Theory, McGraw-Hill, New York, NY.
104. O'Reilly, C.A., Chatman, J. and Caldwell, D.F. (1991), "People and organizational culture: a profile comparison approach to assessing person-organization fit", Academy of Management Journal, Vol. 34 No. 3, pp. 487-516.
105. Oliva, T.A., Oliver, L.R. and MacMillan, C.I. (1992), "A catastrophe model for developing service satisfaction strategies", Journal of Marketing, Vol. 56, July, pp. 83-95.
106. Oliver, R.L. (1980), "Cognitive model of the antecedents and consequences of satisfaction decisions", Journal of Marketing Research, Vol. 17, November, pp. 460-9.
107. Oliver, R.L. (1993), "Cognitive, affective, and attribute bases of the satisfaction response", Journal of Consumer Research, Vol. 20 No. 3, pp. 418-30.
108. Oliver, R.L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, McGraw-Hill, New York, NY.
109. Oliver, R.L. (1999), "Whence consumer loyalty?", Journal of Marketing, Vol. 63, pp. 33-44, Special Issue.
110. Onkvisit, S. and Shaw, J. (1987), "Self-concept and image congruence: some research and managerial implications", Journal of Consumer Marketing, Vol. 4 No. 1, pp. 13-23.
111. Park, B. (1986), "A method for studying the development of impressions of real people", Journal of Personality and Social Psychology, Vol. 51, pp. 907-17.
112. Park, C.W., Milberg, S. and Lawson, R. (1986), "Evaluation of brand extensions: the role of product feature similarity and brand concept consistency", Journal of Consumer Research, Vol. 18, September, pp. 185-93.
113. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1991), "Refinement and reassessment of the SERVQUAL scale", Journal of Retailing, Vol. 67, pp. 420-50.
114. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: a multi-item scale for measuring consumer perceptions of service quality", Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
115. Patterson, P.G. and Smith, T. (2003), "A cross-cultural study of switching barriers and propensity to stay with service providers", Journal of Retailing, Vol. 79 No. 2, pp. 107-20.
116. Patterson, P.G. and Johnson, L.W. (1993), "Disconfirmation of expectations and the gap model of service quality: an integrated paradigm", Journal of Consumer Satisfaction, Satisfaction and Complaining Behaviour, Vol. 6, pp. 90-9.
117. Patterson, P.G., Johnson, L.W. and Spreng, R.A. (1997), "Modelling 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.
118. Peterson, R.A. (1995), "Relationship marketing and the consumer", Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 278-83.
119. Pine, B.J. (1993), "Mass customizing products and service", Planning Review, Vol. 21, July, pp. 6-13.
120. Quinn, J.B. (1996), "The productivity paradox is false: information technology improves service performance", in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, Vol. 5, JAI, Greenwich, CT, pp. 71-84.
121. Reynolds, K.E. and Beatty, S.E. (1999), "A relationship customer typology", Journal of Retailing, Vol. 75 No. 4, pp. 509-23.
122. Rogers, C.R. (1965), Client-Centered Therapy, Houghton Miffllin, Boston, MA.
123. Rokkan, A.I., Heide, J.B. and Wathne, K.H. (2003), "Specific investments in marketing relationships: expropriation and bonding effects", Journal of Marketing Research, Vol. 40 No. 2, p. 210.
124. Rundle-Thiele, S. and Mackay, M.M. (2001), "Assessing the performance of brand loyalty measures", The Journal of Services Marketing, Vol. 15 Nos 6/7, pp. 529-46.
125. Rust, R.T. and Oliver, R.L. (1994), Service Quality: New Dimensions in Theory and Practice, Sage, London.
126. Rust, R.T., Chol, L. and Ernest, V. Jr (1995), "Comparing covariance structure models: a general methodology", International Journal of Research in Marketing, Vol. 12 No. 4, pp. 279-91.
127. Saunders, J. and Watters, R. (1993), "Branding financial services", The International Journal of Bank Marketing, Vol. 11 No. 6, pp. 32-9.
128. Schneider, B. (1987), "The people that make the place", Personnel Psychology, Vol. 40 No. 3, pp. 437-53.
129. Selnes, F. (1993), "An examination of the effect of product performance on brand reputation, satisfaction and loyalty", European Journal of Marketing, Vol. 27 No. 9, pp. 19-35.
130. Sharma, N. and Patterson, P.G. (1999), "A model of relationship commitment among professional services", Journal of Services Marketing, Vol. 13 No. 2, pp. 151-70.
131. Sirgy, J.M. (1982), "Self-concept in consumer behavior: a critical review", Journal of Consumer Research, Vol. 9 No. 3, pp. 287-300.
132. Sirgy, J.M., Grewal, D. and Tamara, M.F. (2000), "Retail environment, self-congruity, and retail patronage", Journal of Business Research, Vol. 49 No. 2, pp. 127-38.
133. Sirgy, J.M., Johar, J.S., Samli, A.C. and Claiborne, C.B. (1991), "Self-congruence versus functional predictors of consumer behavior", Journal of the Academy of Marketing Science, Vol. 19 No. 4, pp. 363-75.
134. Sirgy, J.M., Grewal, D., Tamara, M.F., Jae-ok, P., Kye-Sung, C., Claiborne, C.B., Johar, J.S. and Berkman, H. (1997), "Assessing the predictive validity of two methods of measuring self-image congruence", Journal of the Academy of Marketing Science, Vol. 25 No. 3, pp. 229-41.
135. Spreng, R.A., MacKenzie, S.B. and Olshavsky, R.W. (1996), "A re-examination of the determinants of consumer satisfaction", Journal of Marketing, Vol. 60 No. 3, pp. 15-39.
136. Surprenant, C.F. and Solomon, M.R. (1987), "Predictability and personalization in the service encounter", Journal of Marketing, Vol. 51 No. 2, pp. 86-97.
137. Szymanski, D.M. and Henard, D.H. (2001), "Customer satisfaction: a meta-analysis of the empirical evidence", Journal of the Academy of Marketing Science, Vol. 29 No. 1, pp. 16-35.
138. Taylor, S.A. and Baker, T.L. (1994), "An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions", Journal of Retailing, Vol. 70 No. 2, pp. 163-78.
139. Triandis, H.C. (1989), "Self and behaviour in differing cultural contexts", Psychological Review, Vol. 96, pp. 506-52.
140. Uche, C.U. and Ehikwe, A.E. (2001), "Marketing of banking services in Nigeria", Journal of Financial Services Marketing, Vol. 6 No. 2, pp. 133-47.
141. Ulaga, W. and Andreas, E. (2006), "Relationship value and relationship quality: broadening the nomological network of business to business relationships", European Journal of Marketing, Vol. 40 Nos 3/4, pp. 311-27.
142. van Dolen, W., de Ruyter, K. and Lemmink, J. (2004), "An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction", Journal of Business Research, Vol. 57 No. 4, pp. 437-44.
143. van Dolen, W., Lemmink, J. and de Ruyter, K. (2002), "Customer-sales employee encounters: a dyadic perspective", Journal of Retailing, Vol. 78 No. 4, pp. 265-79.
144. Van Vianen, A.E.M. (2000), "Person-organization fit: the match between newcomers' and recruiters' preferences for organizational cultures", Personnel Psychology, Vol. 53 No. 1, pp. 113-50.
145. Weigert, A.J., Smith, T. and Tietge, D.W. (1986), Society and Identity, Cambridge University Press, Cambridge.
146. Westbrook, R.A. (1981), "Sources of consumer satisfaction with retail outlets", Journal of Retailing, Vol. 57, Fall, pp. 68-85.
147. Wong, A. and Sohal, A. (2003), "Service quality and customer loyalty perspectives on two levels of retail relationships", The Journal of Services Marketing, Vol. 17 Nos 4/5, pp. 495-511.
148. Worcester, R.M. (1997), "Managing the image of bank: the glue that binds", International Journal of Bank Marketing, Vol. 15 No. 5, pp. 146-52.
149. Wylie, R.C. (1989), Measures of Self-concept, University of Nebraska, Lincoln, NB.
150. Yoo, B., Donthu, N. and Lee, S. (2000), "An examination of selected marketing mix elements and brand equity", Journal of the Academy of Marketing Science, Vol. 28 No. 2, pp. 195-211.
151. Zagorsek, H., Jaklic, M. and Stough, S.J. (2004), "Comparing leadership practices between the United States, Nigeria, and Slovenia: does culture matter?", Cross Cultural Management, Vol. 11 No. 2, pp. 16-35.
152. Zinn, L. (1993), "Retailing will never be the same", Business Week, Vol. 26, July, pp. 54-60.
153. 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.