Analysing the commitment - service quality relationship: a comparative study of retail banking call centres and branches

Business & Economics

• Retail Banking 100%
• Call Centres 93%
• Comparative Study 77%
• Internal Marketing 70%
• Service Quality 65%
• Relationship Quality 60%
• Affective Commitment 59%
• Organizational Commitment 48%
• Customer-contact Employees 41%
• Marketing Resources 36%
• Affective Organizational Commitment 36%
• Continuance Commitment 35%
• Perceived Service Quality 32%
• Retail 31%
• Services Marketing 30%
• Employees 26%
• Reviewing 24%
• Human Resource Management 23%
• Quality of Service 23%
• Testing 23%
• Marketing Strategy 22%