An integrative approach to relationship marketing, customer value, and customer outcomes in the retail banking industry: a customer-based perspective from Turkey

The Economic and Social Dilemmas of Management Focused on the Future of Retail Branches of Commercial Banks in Poland

“…The factors of competitiveness, determined at the same time as potential factors for the development of retail banks, were initially identified based on the current state of knowledge. The results of the research conducted by: Sikorski (1995), Dowgiałło and Zadworny (2005), Penc (2005), Vieira (2013), Kiełtyka (2016), Rogers (2016), Mbama et al (2018) and Sayil et al (2019) were applied in the study. The focus was on internal factors (intra-bank), giving the remaining factors in the adopted research scenario the status of ceteris paribus.…”

“…Therefore, a certain change should be pointed out that gives priority to building a culture of trust, bank-client relationships and a culture of management based on these foundations. Additional opinions expressed freely by the bank managers surveyed (MX) emphasized that the identified development factors are directly related to the quality of customer service and their satisfaction as a measure of the user's individual experience (UX) (Kieżel, 2016;Gietl and Haufler, 2018;Mbama et al, 2018;Sayil et al, 2019). These factors show that even the prospective implementation of blockchain technology and the automation of retail banking services will leave room for individual non-anonymous services and relationships built by managers of bank retail branches with their clients.…”

“…This can happen by providing new functionalities, balancing access to resources and profiling consultancy services, so as not to exclude customers who do not keep up with the 'progress' from the market. As a result, by building a value chain in the financial services sector at the local level, it seems necessary to include the co-operation factor in building a new service offer based on relationship marketing (Potkański and Wanat, 2017;Mbama et al, 2018;Sayil et al, 2019). The offer constructed in such a way may determine the competitive ability of the enterprise to a greater extent than the efficiency of resource use and the 'classic' competitive potential (Wanat et al, 2018).…”

A Systematic Literature Review on Antecedents of Consumer Engagement

“…perspective. The concept of customer value concept deals with the nature, dimensions and structure of value from the perspective of customer (V. Kumar & Reinartz, 2016;Sayil, Akyol, & Golbasi Simsek, 2019;Venkatesan, Petersen, & Guissoni, 2018;Yrjölä, Kuusela, Närvänen, Rintamäki, & Saarijärvi, 2019). Organizations' perspective covers the monetary value of high-value customers (value of the customers, recently known as customer lifetime value CLV) whereas customer's perspective of value (customer perceived value or customer received value) deals with what customer want and believe that they get from using a specific product or service from a seller (Smith & Colgate, 2007).…”

“…The customer value creation is recognized as the core concept of marketing (Woodruff, 1997) and the central basis for all marketing activity (Yrjölä et al, 2019). It is acknowledged as the purpose of organizations (V. Kumar & Reinartz, 2016), an essential key to achievement via differential positioning for organizations (Smith & Colgate, 2007) and an antecedent and active influencer to customer satisfaction and loyalty (Sayil et al, 2019).…”