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dc.contributor.authorHeffernan, Troy
dc.contributor.authorO'Neill, Grant
dc.contributor.authorTravaglione, Tony
dc.contributor.authorDroulers, Marcelle
dc.date.accessioned2017-01-30T14:58:01Z
dc.date.available2017-01-30T14:58:01Z
dc.date.created2012-03-29T20:01:47Z
dc.date.issued2008
dc.identifier.citationHeffernan, 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.
dc.identifier.urihttp://hdl.handle.net/20.500.11937/42193
dc.identifier.doi10.1108/02652320810864652
dc.description.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.

dc.publisherEmerald Group Publishing Limited
dc.subjectFinancial performance
dc.subjectTrust
dc.subjectBanks
dc.subjectRelationship marketing
dc.subjectEmotional intelligence
dc.subjectAustralia
dc.titleRelationship marketing: The impact of emotional intelligence and trust on bank performance
dc.typeJournal Article
dcterms.source.volume26
dcterms.source.number3
dcterms.source.startPage183
dcterms.source.endPage199
dcterms.source.issn02652323
dcterms.source.titleInternational Journal of Bank Marketing
curtin.departmentSchool of Management
curtin.accessStatusFulltext not available


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