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    Relationship marketing: The impact of emotional intelligence and trust on bank performance

    Access Status
    Fulltext not available
    Authors
    Heffernan, Troy
    O'Neill, Grant
    Travaglione, Tony
    Droulers, Marcelle
    Date
    2008
    Type
    Journal Article
    
    Metadata
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    Citation
    Heffernan, Troy and O'Neill, Grant and Travaglione, Tony and Droulers, Marcelle. 2008. Relationship marketing: The impact of emotional intelligence and trust on bank performance. International Journal of Bank Marketing. 26 (3): pp. 183-199.
    Source Title
    International Journal of Bank Marketing
    DOI
    10.1108/02652320810864652
    ISSN
    02652323
    School
    School of Management
    URI
    http://hdl.handle.net/20.500.11937/42193
    Collection
    • Curtin Research Publications
    Abstract

    Purpose – The two aims of this paper are to explore the development of trust for relationships between staff and customers in the banking sector and to investigate possible links between financial performance of relationship manager and their levels of emotional intelligence (EI) and trust. Design/methodology/approach – An internet survey was undertaken, where respondents were asked to complete an EI test and questions relating to trusting behaviour. These data were integrated with financial performance data supplied by the bank. Exploratory and confirmatory factor analysis and correlation analysis was used to identify links. Findings – Trust was found to be made up of three components: dependability; knowledge; and expectations. Further, there were significant correlations between both trust and EI, when compared to the financial performance of a relationship manager. Research limitations/implications – The methods used by the bank to collect performance data have limited the analysis that could be conducted. Practical implications – Increased awareness by the relationship managers of their own emotions, and how they perceive and act upon the emotions of others, should favourably impact financial performance. Originality/value – This paper is an important initial step in highlighting the significance of EI and trust in the relationship marketing/selling arena.

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