Journal
JOURNAL OF RETAILING AND CONSUMER SERVICES
Volume 30, Issue -, Pages 212-221Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.jretconser.2016.02.005
Keywords
Customer Satisfaction; Gender; Survey; Russia; Core and relational service; Behavioural intentions
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This study examines the nature of relationships between customer perceptions of frontline employee service delivery (core and relational), satisfaction and selected behavioural intentions by using customers of a commercial retail bank in Russia as its setting. Contrary to findings from North American-Western research, the study findings show that relational service delivery only significantly impacts customer satisfaction for Russian males whereas core service delivery only impacts this affective outcome for Russian female customers. Implications of the results are discussed and future research avenues are offered. (C) 2016 Elsevier Ltd. All rights reserved.
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