Relationship marketing: The impact of emotional intelligence and trust on bank performance
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/m...
| Main Authors: | , , , |
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| Format: | Journal Article |
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Emerald Group Publishing Limited
2008
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| Online Access: | http://hdl.handle.net/20.500.11937/42193 |
| _version_ | 1848756352526057472 |
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| author | Heffernan, Troy O'Neill, Grant Travaglione, Tony Droulers, Marcelle |
| author_facet | Heffernan, Troy O'Neill, Grant Travaglione, Tony Droulers, Marcelle |
| author_sort | Heffernan, Troy |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T09:10:50Z |
| format | Journal Article |
| id | curtin-20.500.11937-42193 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T09:10:50Z |
| publishDate | 2008 |
| publisher | Emerald Group Publishing Limited |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-421932017-09-13T15:59:40Z Relationship marketing: The impact of emotional intelligence and trust on bank performance Heffernan, Troy O'Neill, Grant Travaglione, Tony Droulers, Marcelle Financial performance Trust Banks Relationship marketing Emotional intelligence Australia 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. 2008 Journal Article http://hdl.handle.net/20.500.11937/42193 10.1108/02652320810864652 Emerald Group Publishing Limited restricted |
| spellingShingle | Financial performance Trust Banks Relationship marketing Emotional intelligence Australia Heffernan, Troy O'Neill, Grant Travaglione, Tony Droulers, Marcelle Relationship marketing: The impact of emotional intelligence and trust on bank performance |
| title | Relationship marketing: The impact of emotional intelligence and trust on bank performance |
| title_full | Relationship marketing: The impact of emotional intelligence and trust on bank performance |
| title_fullStr | Relationship marketing: The impact of emotional intelligence and trust on bank performance |
| title_full_unstemmed | Relationship marketing: The impact of emotional intelligence and trust on bank performance |
| title_short | Relationship marketing: The impact of emotional intelligence and trust on bank performance |
| title_sort | relationship marketing: the impact of emotional intelligence and trust on bank performance |
| topic | Financial performance Trust Banks Relationship marketing Emotional intelligence Australia |
| url | http://hdl.handle.net/20.500.11937/42193 |