The impact of service separation on customer-firm relationships: A social exchange perspective
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 i...
| Main Author: | |
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| Format: | Thesis |
| Language: | English |
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Curtin University
2015
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| Online Access: | http://hdl.handle.net/20.500.11937/1222 |
| _version_ | 1848743606072901632 |
|---|---|
| author | Alhathal, Faisal Thamer J. |
| author_facet | Alhathal, Faisal Thamer J. |
| author_sort | Alhathal, Faisal Thamer J. |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T05:48:14Z |
| format | Thesis |
| id | curtin-20.500.11937-1222 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T05:48:14Z |
| publishDate | 2015 |
| publisher | Curtin University |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-12222017-02-20T06:39:51Z The impact of service separation on customer-firm relationships: A social exchange perspective Alhathal, Faisal Thamer J. 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. 2015 Thesis http://hdl.handle.net/20.500.11937/1222 en Curtin University fulltext |
| spellingShingle | Alhathal, Faisal Thamer J. The impact of service separation on customer-firm relationships: A social exchange perspective |
| title | The impact of service separation on customer-firm relationships: A social exchange perspective |
| title_full | The impact of service separation on customer-firm relationships: A social exchange perspective |
| title_fullStr | The impact of service separation on customer-firm relationships: A social exchange perspective |
| title_full_unstemmed | The impact of service separation on customer-firm relationships: A social exchange perspective |
| title_short | The impact of service separation on customer-firm relationships: A social exchange perspective |
| title_sort | impact of service separation on customer-firm relationships: a social exchange perspective |
| url | http://hdl.handle.net/20.500.11937/1222 |