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dc.contributor.authorAlhathal, Faisal Thamer J.
dc.contributor.supervisorDr Russel Kingshott
dc.date.accessioned2017-01-30T10:00:54Z
dc.date.available2017-01-30T10:00:54Z
dc.date.created2015-08-07T02:13:48Z
dc.date.issued2015
dc.identifier.urihttp://hdl.handle.net/20.500.11937/1222
dc.description.abstract

Building on a number of theoretical grounds from social and marketing domains, this thesis investigates the impact of service separation on customer-firm relationships. The thesis utilises an empirical approach using data collected from retail banking in Saudi Arabia. Findings indicate a number of interesting results pertaining to the impact of service separation. While separation may further enhance the perception of convenience, it presents potentially alarming effects on customer-firm relationship quality, loyalty and word-of-mouth.

dc.languageen
dc.publisherCurtin University
dc.titleThe impact of service separation on customer-firm relationships: A social exchange perspective
dc.typeThesis
dcterms.educationLevelPhD
curtin.departmentSchool of Marketing
curtin.accessStatusOpen access


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