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

Keyphrases

• Affective Commitment 50%
• Call Center 100%
• Continuance Commitment 25%
• Customer Services Quality 25%
• Customer-contact Employees 25%
• Extant Literature 25%
• Human Resource Management 25%
• Internal Marketing 50%
• Marketing Approach 25%
• Marketing Resources 25%
• Marketing Strategy 25%
• Organizational Commitment 50%
• Positive Impact 25%
• Quality of Service 100%
• Relationship Quality 100%
• Retail Banking 100%
• Retail Banks 25%
• Service Context 25%
• Services Marketing 25%

Social Sciences

• Affective Commitment 50%
• Call Center 100%
• Comparative Study 100%
• Internal Marketing 50%
• Marketing of Service 25%
• Marketing Strategy 25%
• Organizational Commitment 50%
• Personnel Management 25%
• Quality of Service 25%
• UK 25%

Economics, Econometrics and Finance

• Employee Retention 100%
• HR Marketing 100%
• Human Resource Management 50%
• Marketing Management 50%