Kommunikationsqualität in Kundeninteraktionen – Bestandsaufnahme, Operationalisierung und empirische Befunde im Private Banking
Year: 2010
Author: Bruhn, Manfred, Hadwich, Karsten, Frommeyer, Astrid
Credit and Capital Markets – Kredit und Kapital, Vol. 43 (2010), Iss. 1 : pp. 3–37
Abstract
Quality of Communication in Customer Interactions – State of the Art Review, Measurement and Empirical Evidence for Private Banking
Personal communication is considered to be of major importance for good interactions between customers and employees. Despite this generally accepted view on the importance of personal communication, there is a lack of evidence concerning the measurement of perceived quality of personal communication. The contribution of this study is to develop an instrument for measuring the perceived quality of personal communication and to analyze its effects on customer interactions. Communication quality is understood as a higher-order construct. Based on the interactional view theory we differentiate two dimensions, communication content and relational communication. Our study with 748 bank customers confirmed the theoretical conceptualization of the construct. There is empirical evidence that communication contents effects on customer satisfaction and communication relationship effects on trust.
Journal Article Details
Publisher Name: Global Science Press
Language: German
DOI: https://doi.org/10.3790/kuk.43.1.3
Credit and Capital Markets – Kredit und Kapital, Vol. 43 (2010), Iss. 1 : pp. 3–37
Published online: 2010-01
AMS Subject Headings: Duncker & Humblot
Copyright: COPYRIGHT: © Global Science Press
Pages: 35
Author Details
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