A retrospective data examination of customer loyalty in the e-banking technology services industry Strategies for new successes
A RETROSPECTIVE DATA EXAMINATION OF CUSTOMER LOYALTY IN THE E-BANKING TECHNOLOGY SERVICES INDUSTRY: STRATEGIES FOR NEW SUCCESSES by John Reynolds RICHARD MURPHY, DBA., Faculty Mentor and Chair TONI B GREIF, Ph.D., Committee Member ROBERT A KRAMARCZUK, Ph.D., Committee Member Kurt Linberg, Ph.D., Dean, School of Business & Technology A Dissertation Presented in Partial Fulfillment Of the Requirements for the Degree Doctor of Philosophy Capella University November 2007 UMI Number: 3288714 Copyright 2007 by Reynolds, John All rights reserved UMI Microform 3288714 Copyright 2008 by ProQuest Information and Learning Company All rights reserved This microform edition is protected against unauthorized copying under Title 17, United States Code ProQuest Information and Learning Company 300 North Zeeb Road P.O Box 1346 Ann Arbor, MI 48106-1346 © John Reynolds, 2007 Abstract This study retrospectively examined 2006 e-banking technology services industry customer loyalty survey data results in order to improve marketing resource allocation for corporate e-banking products and services Primary customers were delineated by bank size (i.e., small, medium, and large) and single versus multi product purchases MANOVA and independent t test statistical measures were applied to 684 survey reports gathered in 2006 The results indicated that statistically significant and lower ratings of loyalty existed among the small and single product banks Quality ratings were differentiated between five subcategories (i.e., quality, trust, willingness to renew, willingness to recommend, and willingness to expand) Trust, willingness to recommend, and willingness to expand subcategories of quality were also rated significantly lower among the small and single product banks compared with medium and large multi product banks Additional quality categories of general quality and willingness to renew were not statistically significant between the various bank delineations These results provide the basis from which to complete additional research and begin the process of making changes in resource allocation related to optimizing e-banking customer centric business strategies Dedication This dissertation is dedicated to my family, who gave me the foundation to value learning and the knowledge that learning never stops To my wife and children who have given me support and understanding over the past seven years To my mother and father who have always been an inspiration iii Acknowledgments I would like to thank my committee for their support and guidance especially Dr Toni Greif, Dr Robert Kramarczuk, and my mentor Dr Richard Murphy iv Table of Contents Acknowledgments iv List of Tables viii List of Figures x CHAPTER INTRODUCTION Introduction to the Problem Background of the Study Statement of the Problem 12 Purpose of the Study 13 Rationale/Significance 14 Research Questions 15 Hypotheses 16 Definition of Terms 17 Assumptions and Limitations 18 Theoretical/Conceptual Framework 20 Organization of the Remainder of the Study 25 CHAPTER LITERATURE REVIEW 27 Introduction 27 Technology Advances and the New Economy 28 E-Business 35 Business Models and Theoretical Paradigms 47 v Organizational Structure and Leadership 55 Organizational Change and Trust 69 Customer Centric Business Strategy 82 Customer Loyalty 86 Summary 114 CHAPTER METHODOLOGY 116 Introduction to the Methodology 116 Research Design 117 Population/Sample 119 Instrumentation 120 Data Collection Procedures 121 Statistical Analysis Procedures 122 Confidentiality/Ethical Issues 123 CHAPTER DATA ANALYSIS 124 Introduction 124 Section One: Research Questions 125 Section Two: Hypothesis Testing 137 Summary 149 CHAPTER RESULTS, CONCLUSIONS, RECOMMENDATIONS 150 Results 150 Conclusions 157 Recommendations 162 vi REFERENCES 164 vii List of Tables Table Research Design by Variable and Hypothesis 117 Table Average Loyalty Index Ratings by Bank Size 126 Table Quality Dimension Ratings by Bank Size 129 Table Trust Dimension Ratings by Bank Size 129 Table Renew Dimension Ratings by Bank Size 130 Table Recommend Dimension Ratings by Bank Size 130 Table Expand Dimension Ratings by Bank Size 130 Table Average Loyalty Index Ratings by Number of Products 132 Table Quality Dimension Ratings by Number of Products 135 Table 10 Trust Dimension Ratings by Number of Products 135 Table 11 Renew Dimension Ratings by Number of Products 136 Table 12 Recommend Dimension Ratings by Number of Products 136 Table 13 Expand Dimension Ratings by Number of Products 136 Table 14 Small, Medium, Large Bank Loyalty Index Rating Differences 139 Table 15 Small, Medium, Large Bank Quality Dimension Rating Differences 140 Table 16 Small, Medium, Large Bank Trust Dimension Rating Differences 141 Table 17 Small, Medium, Large Bank Renew Dimension Rating Differences 142 Table 18 Small, Medium, Large Bank Recommend Dimension Rating Differences 143 Table 19 Small, Medium, Large Bank Expand Dimension Rating Differences 144 Table 20 Average Loyalty Index Rating Differences by Number of Products 145 viii Coleman, J.C (1988) Intimate relationships, marriage, and family (2nd ed) New York: Macmillan Comolski, B (2000, December) Deconstruction should not foster fear as you become an e-business Infoworld, 22(51), 82 Cooper, D R., & Schindler, P S (2003) Business research methods (8th ed.) New York: McGraw-Hill Copancino, W C (1997 May) The value of customer retention Logistics Management 36(5), 37 Covey, S (1996) Three roles of the leader in the new paradigm In H Hesselbein, M Goldsmith, & R Beckhard (Eds.), The leader of the future (pp 149-160) San Francisco: Jossey Bass Creswell, J W (2003) Research design: Qualitative, quantitative and mixed methods approaches (2nd ed.) Thousand Oaks, CA: Sage Cronin, J J Jr., & Taylor, S.A (1992) Measuring service quality: A reexamination and extension Journal of Marketing, 56(3), 55-68 Crosby, L., & Johnson, S (2006) Corporate citizenship: It’s the brand Marketing Management, 15(5), 12-13 Crosby, L.A., Evans, K.R., & Cowles, D (1990 July) Relationship quality in services selling: An interpersonal influence perspective Journal of Marketing, 54, 68-81 Cunningham, M (2001) B2B: How to build a profitable e-commerce strategy Cambridge, MA: Perseus Currall, S C., & Judge, T A (1995) Measuring trust between organizational boundary role personas Organizational Behavior and Human Decision Processes, 64(2), 151-170 Czepiel, J.A (1990) Service encounters and service relationships: Implications for research Journal of Business Research, 20(1), 13-21 Dabholkar, P (2000) Technology in service delivery: Implications for self-service and service support In T.A Swartz & D Iacobucci (eds.), Handbook of services marketing and management (pp 103-110) London: Sage Davenport, T H., & Pearlson, K (1998) Two cheers for the virtual office Sloan Management Review, 39, 51-65 167 Davis, S., & Lawrence, P (1997) Matrix Reading, MA: Addison–Wesley Deal, T E., & Kennedy, A A (1982) Corporate cultures: The rites and rituals of organizational life Reading, MA: Addison-Wesley DeFigueiredo, J (2000) Finding sustainable profitability in electronic commerce Sloan Management Review 41(4), 41-52 Deming, W E (1982) Out of the crisis Cambridge, MA: Massachusetts Institute of Technology DePree, M (1988) Leadership is an art Ann Arbor: University of Michigan Press Derlega, V J (1984) Self-disclosure and intimate relationships In V.J Derlaga (Ed.), Communication, intimacy, and close relationships (pp 1-9) Orlando: Academic DeRuyter, K., Wetzels, M., Bloemer, J (1998) On the relationship between perceived service quality, service loyalty and switching costs International Journal of Service Industry Management, 9(5), 436-453 DeRuyter, K., Wetzels, M., & Kleijnen, M (2001) Customer adoption of e-service: An experimental study International Journal of Service Industry Management, 12(2), 184-207 Deutsch, M (1962, June) Cooperation and trust: Some theoretical notes Paper presented at the Nebraska Symposium on Motivation, Lincoln, NE Deutsch, M (1985) Distributive justice: A social psychological analysis New Haven, CT: Yale University Press Dick, A S., & Basu, K (1994) Customer loyalty: Toward an integrated conceptual framework Journal of the Academy of Marketing Science, 22(2), 99-113 Donaldson, S (2000, September) What price loyalty? Home Office Computing, 18, 20 Driscoll, J W (1978) Trust and participation in organizational decision making as predictors of satisfaction Academy of Management Journal, 21, 44-56 Drucker, P F (1993) Post capitalist society Oxford, UK: Butterworth Heinemann Drucker, P F (1999, May) The discipline of innovation Fund Raising Management, 1(3), 22-29 168 Dwyer, F R., Schurr, P H., & Oh, S (1987) Developing buyer seller relationships Journal of Marketing, 51, 11-27 Edlin, B & Harkin, B (2003) Building brand reputation Charted Accountants Journal, 82(11), 25-26 Ellis, K R (1995) The determinants of the nature and types of customer-salesperson relationships in a retail setting: An empirical study Unpublished doctoral dissertation, The University of Alabama, Birmingham Evans, M G., Gunz, H P., & Jalland, R M (1997) Implications of organizational downsizing for managerial careers Canadian Journal of Administrative Sciences, 14(4), 359-371 Evans, P., & Wurster, T (1999) Blown to bits: How the new economics of information transforms strategy Boston: HBR Press Fishbein, M., & Ajzen, I (1975) Belief, attitude, intention, behavior: An introduction to theory and research Reading, MA: Addison-Wesley Fornell, C (1992) A national customer satisfaction barometer: The Swedish experience Journal of Marketing, 56, 6-21 Frankfort-Nachmias, C., & Nachmias, D., (1992) Research methods in the social sciences London: Edward Arnold Fox, A (1974) Beyond contract: Work, power and trust relations London: Faber Freeman, R., & Rogers, J (1994) Workplace representation and participation survey Princeton, NJ: Princeton Survey Research Associates Fulk, J., & Steinfield, C (1990) Organizations and communication technology Newbury Park, CA: Sage Gabarro, J J (1987) The dynamics of taking charge Boston: Harvard Business School Press Gambetta, D (Ed.) (1988) Trust: Making and breaking cooperative relations Cambridge, MA: Basil Blackwell Gantenbein, D (2000, October) Customer service: What to when they're ringing off the hook Business, 2(5), 162-166 Gardner, J (1990) On leadership New York: Free Press 169 Gersick, C (1989) Marking time: Predictable transitions in task groups Academy of Management Journal, 32(2), 274-309 Ghoshal, S., & Bartlett, C A (1994) Linking organizational context and managerial action: The dimensions of quality management Strategic Management Journal, 15, 91-112 Ghoshal, S., & Bartlett, C A (1997) The Individualized corporation: A fundamentally new approach to management New York: Harper Collins Gibb, J R., & Gibb, L (1969) Dynamics of leadership In F.D Carver & T.J Sergiovanni (Eds.), Organizations and human behavior: Focus on schools New York; McGraw-Hill Golembiewski, R T., & McConkie, M (1975) The centrality of interpersonal trust in group processes In C.L Cooper (Ed.) Theories of group processes (pp 131185) New York: Wiley & Sons Gounaris, S., & Stathakopoulos, V (2004) Antecedents and consequences of brand loyalty Journal of Brand Management, 11(4), 283-306 Gordon, N (1996, January) Homes for orphans The Banker, 146(839), 68-69 Gouillart, F J., & Kelly, J N (1995) Transforming the organization New York: McGraw Hill Greenberg, J (1994) Using socially fair treatment to promote acceptance of a work site smoking ban Journal of Applied Psychology, 79, 288-297 Greenfield, H., & Toole, J (2000, July/August) Clicks vs bricks: A bankruptcy comparison Commercial Law Bulletin, 15(4), 10-12 Griffin, J (1996) The Internet’s expanding role in building customer loyalty Direct Marketing, 59(7), 50-53 Gulati, R., & Garino, J (2000) Get the right mix of bricks and clicks Harvard Business Review, 78(3), 107-114 Gullivan, M (2001, Summer) Organizational adoption and assimilation of complex technological innovations: Development and application of a new framework Database for Advances in Information Systems Hackman, R., & Oldham, G (1980) Work re-design Reading, MA: Addison-Wesley 170 Hamel, G., & Prahalad, C K (1994) Competing for the future Cambridge MA: Harvard Business School Press Hamel, G., & Prahalad, C K (1994, July/August) The core competence of the corporation: Competing for the future Harvard Business Review, 4, 121-128 Handy, C (1989) The age of unreason Boston: Harvard Business School Press Handy, C (1996) The new language of organizing and its implication for leaders In H Hesselbein, M Goldsmith, & R Beckhard (Eds.), The Leader of the Future (pp 3-10) San Francisco: Jossey Bass Harris, L C., & O’Malley, L (2000) Maintaining relationships: A study of the legal industry The Service Industries Journal, 20(4), 62-84 Helgesen, S (1996) Leading from the grass roots In H Hesselbein, M Goldsmith, & R Beckhard (Eds.), The leader of the future (pp.19-24) San Francisco: Jossey Bass Herbig, P., Milewicz, J (1993) The relationship of reputation and credibility to brand success Journal of Consumer Marketing, 10(3), 18-24 Herzberg, F (1966) Work and the nature of man Cleveland, OH: Word Publishing Herzberg, R (1968) One more time: How you motivate employees? Harvard Business Review, 46, 53-62 Heskett, J L., Sasser, W E Jr., & Schlesinger, L.A (1997) The service profit chain: How leading companies link profit and growth to loyalty, satisfaction, and value New York: The Free Press Hess, J., & Story, J (2005) Trust-based commitment: multidimensional consumer-brand relationships Journal of Consumer Marketing, 22(6), 313-322 Homer, P M (1990) The mediating role of attitude toward the ad: Some additional evidences Journal of Marketing Research, 27, 76-86 Hoy, W K., & Tschannen-Moran, M., (1999) Five faces of trust: An empirical confirmation in urban elementary schools Journal of School Leadership, 9, 184208 Hunter, V L (1997) Business to business marketing: Creating a community of customers Lincolnwood, IL: NTC Business Books 171 Internet Week (2000, July/August) Y2K’s winners and losers: The Y2K bug was tamed, then dotcoms crashed and burned: Through it all, e-business such as GE and Enron prospered Internet week, 842, 29-37 Jacoby, J., & Chesmut, R W (1978) Brand loyalty measurement and management New York: Wiley Jones, T O., & Sasser, E Jr (1995, November/December) Why satisfied customers defect Harvard Business Review, 88-99 Kalakota, R., & Robinson, M (2001) E-Business 2.0: Roadmap for success Boston: Addison-Wesley Kanter, R (1977) Men and women of the corporation New York: Basic Books Kanter, R (1983) The change masters: Innovation and entrepreneurship in the American corporation New York: Simon & Schuster Kanter, R (2001) Ten favorite ways to fail and avoid deep change Harvard Business Review, 91-96 Kaye, B., & Jordan-Evans, S (1999) Love 'em or lose 'em: Getting good people to stay San Francisco: Berrett-Koehler Keating, R (2006) Build a reputation worth branding Foundry Management & Technology, 134(4), 32-31 Keaveney, S (1995) Customer switching behavior in service industries: An exploratory study Journal of Marketing, 59(2), 71 Kee, H W., & Knox, E R (1970) Conceptual and methodological considerations in the study of trust and suspicion Journal of Conflict Resolution, 14, 337-366 Keller, K L (1998) Building, measuring, and managing brand equity Englewood NJ: Prentice Hall Kelley, S W (1989) Efficiency in service delivery: Technological or humanistic approaches? Journal of Services Marketing, 3(3), 43-50 Kim, H., Xu, Y., & Koh J., (2004) A comparison of trust building factors between potential customers and repeat customers Journal of Association for Information Systems, 5(10), 392-420 172 Kirkpatrick, S., & Locke, E (1991) Leadership: Do traits matter? Academy of Management Journal, 5(2), 48-60 Klemperer, P (1987) Markets with consumer switching costs The Quarterly Journal of Economics, 102(2), 375-394 Klemperer, P (1995) Competition when consumers have switching costs: An overview with applications to industrial organization, macroeconomics, and international trade Review of Economic Studies, 62, 515-539 Konovsky, M A., & Pugh, S D (1994) Citizenship behavior and social exchange Academy of Management Journal, 37, 656-669 Kotter, J P (1995, March April) Leading change: Why transformation efforts fail Harvard Business Review, 59-67 Kotter, J P., & Heskett, J L (1992) Corporate culture and performance New York: Free Press Kotter, J P., & Schlesinger, L (1979) Choosing strategies for change Harvard Business Review, 57, 106-114 Kouzes, J M., & Posner, B Z (1993) Credibility: How leaders gain and lose it, why people demand it San Francisco: Jossey-Bass Kouzes, J M., & Posner, B Z (1995) The leadership challenge: How to get extraordinary things done in organizations (2nd ed.) San Francisco: Jossey-Bass Kraut, R E., & Attawell, P (1997) Media use in a global corporation: Electronic mail and organizational knowledge In S Kiesler (Ed.), Cultures of the Internet (pp 323-342) Mahwah, NJ: Lawrence Erlbaum Laurenceau, J P., Barrett, L F., & Pietromonaco, P R (1998) Intimacy as an interpersonal process: The importance of self-disclosure, partner disclosure, and perceived partner responsiveness in interpersonal exchanges Journal of Personality and Social Psychology, 74(5), 1238-1251 Lee, M., & Cunningham, L F (2001) A cost/benefit approach to understanding service loyalty The Journal of Services Marketing, 15(2), 113 Leedy, P D., & Ormrod, J E (2001) Practical research: Planning and design (7th ed.) Upper Saddle River, NJ: Prentice Hall Lerouge, C., & Picard, A (2000, November) A blueprint for bricks to clicks: How to plan your e-commerce path to profitability Strategic Finance, 82(5), 26-35 173 Leventhal, G S., Karuza, J., & Fry, W R (1980) Beyond fairness: A theory of allocation preferences In G Mikula (Ed.), Justice and social interaction (pp 167218) New York: Springer-Verlag Levinson, M (2000) E-business strategies: Shaking the foundation Chief Information Officer, 19, 89-110 Lewicki, R J., & Bunker, B B (1995) Trust in relationships: A model of trust development and decline In B.B.Bunker & J.Z Rubin (Eds.), Conflict, cooperation and justice (pp 133-173) San Francisco: Jossey-Bass Lewicki, R J., & Bunker, B B (1996) Developing and maintaining trust in work relationships In R.M Kramer & T.R Tyler (Eds.), Trust in organizations: Frontiers of theory and research Thousand Oaks, CA: Sage Lind, E A., & Tyler, T R (1988) The social psychology of procedural justice New York: Plenum Litvin, G H., & Stringer, R A (1968) Motivation and organizational climate Cambridge, MA: Harvard Business School, Division of Research Lovelock, C H (1983, Summer) Classifying services to gain strategic marketing insights Journal of Marketing, 47, 9-20 Lowenstein, M W (1996, May) Keep them coming back Marketing Tools, 54-57 Macintosh, G., & Lockshin, L.S (1997) Retail relationship and store loyalty: A multilevel perspective International Journal of Research in Marketing, 14, 487-97 McAllister, D J (1995) Affect and cognition-based trust as foundations for interpersonal cooperation in organizations Academy of Management Journal, 38, 24-59 McCauley, L., & Canabou, C (2001, February) Unit of one: Dots dashed Fast Company, 43(2), 85-95 McKnight, D H., & Chervany, N L (1996) The meaning of trust (Working Paper, 9604) University of Minnesota: Authors Mass, J (2000) From com to profit: Inventing business models that deliver value and profit Sloan Management Review, 42(1), 98 Memishi, R (2000, January) B2B exchanges survival guide Internet World, 7(1), 48 174 Methlie, L B (1998) A business model for electronic commerce Bergen, Norway: Norwegian School of Economics and Business Administration Methlie, L B., & Nysveen, H (1999) Loyalty of on-line bank customers Journal of Information Technology, 14(4), 375-386 Miller, J B (1996) Winning strategies: The long and short of it Incentive 170(9), 49-52 Mishra, A K (1993) Breaking down organizational boundaries during crisis: The role of mutual trust Unpublished working paper Pennsylvania State University Mitchell, L (2000) Branding equals smart e-business Infoworld, 22(51), 47 Mittal, B., & Lassar, W M (1998) Why customers switch? The dynamics of satisfaction versus loyalty The Journal of Services Marketing, 12(3), 177-94 Morgan, R M., & Hunt, S.D (1994) The commitment–trust theory of relationship marketing Journal of Marketing, 58, 20-39 Morgan, R P (2000) A consumer-oriented framework of brand equity and loyalty International Journal of Market Research, 42(1), 65-78 Morrish, J (2001) Parlez-vous dotcom? New Statesman, 14(640), 30-31 Morrison, E W., & Robinson, S L (1997) When employees feel betrayed: A model of how psychological contract violation develops Academy of Management Review, 22, 226-256 Mueter, M L., Ostrom, A L., Roundtree, R I., & Bitner, M J (2000) Self-service technologies: Understanding customer satisfaction with technology-based service encounters Journal of Marketing, 64, 50-64 Murphy, D (1990) Followers for a new era Nursing Management, 21(7), 68-69 Nanus, B (1989) The leader’s edge: The seven keys to leadership in a turbulent world Chicago: Contemporary Books Newell, F (2000) Loyalty.com New York: McGraw-Hill O'Connor, C (2000, February) High touch for high tech Business, (5), 219-222 Oliva, T A., Oliver, R L., & MacMillan, I C (1992) A catastrophe model for developing service satisfaction strategies Journal of Marketing, 56, 83-95 175 Oliver, C (1990) Determinants of interorganizational relationships: Integration and future directions Academy of Management Review, 15(2), 241-265 Oliver, R L (1999) Whence consumer loyalty? Journal of Marketing, 63, 33-44 Oliver, R N (1997) Satisfaction A behavioral perspective on the consumer New York: McGraw-Hill Omachonu, V K., & Ross, J E (1994) Principles of total quality Delray Beach, FL: St Lucie Press Ouchi, W G (1981) Theory Z: How American business can meet the Japanese challenge Reading, MA: Addison-Wesley Parasuraman, A (2000) Technology Readiness Index (TRI): A multiple-item scale to measure readiness to embrace new technologies Journal of Service Research, 2(4), 307-320 Parasuraman, A., Berry, L L & Zeithaml, V A (1991, Spring) Understanding customer expectations of service, Sloan Management Review, 32 (3), 39-48 Parasuraman, A., & Grewal, D (2000) The impact of technology on the quality-valueloyalty chain: A research agenda Journal of the Academy of Marketing Science, 28, 168-174 Parvatiyar, A., & Sheth, J (2000) The domain and conceptual foundations of relationship marketing In J Sheth & A Parvatiyar (eds.), Handbook of relationship marketing (pp 3-38) London: Sage Pastore, M (2001) IT customer loyalty, satisfaction increasing Retrieved July 30, 2006 from www.cyberatlas.Internet.com/markets/b2b/article/0,,10091_767481,00.html Patrick, L (1998, March) Customer loyalty in cyberspace Across the Board, 35, 56 Perlman, D., & Fehr, B (1987) The development of intimate relationships In D Perlman & S Duck (Eds.), Intimate relationships: Development, dynamics, and deterioration (pp 13-42) Beverly Hills, CA: Sage Pfenning, A (2000, June) Internet week 100-Methodology Internet week, 817, S32 Porter, M E (1980) Competitive strategy New York: The Free Press Porter, M E (1985, Winter) Technology and competitive advantage Journal of Business Strategy, 5(3), 60 176 Porter, M E (1987, May-June) From competitive advantage to corporate strategy Harvard Business Review 65, 43-59 Porter, M E (2001, March) Strategy and the Internet Harvard Business Review, 79(3), 62 Portney, L G., & Watkins, M P (1999) Foundations of clinical research: Applications to practice (2nd ed.) East Norwalk, CT: Prentice Hall Prager, K J (1995), The psychology of intimacy, New York: The Guilford Press Prahalad, C K., & Ramaswamy, V (2004) The future of competition: Co-creating unique value with customers Boston, MA: Harvard Business School Press Reichfeld, F.R., & Schefter, P (2000) E-loyalty: Your secret weapon on the web Harvard Business Review, 105, 14 Reis, H T., & Shaver, P (1988) Intimacy as an interpersonal process In S Duck (Ed.), Handbook of personal relationships: Theory, research, and interventions (pp 367-390) Chichester: Wiley & Sons Robson, C (2002) Real world research Malden, MA: Blackwell Publishing, Inc Roth, A V., Marucheck, A S., Kemp, A., & Triable, D (1994) The knowledge factory for accelerated learning practices Planning Review, 22, 26-46 Rotter, J B (1967) A new scale for the measurement of interpersonal trust Journal of Personality, 35(4), 651-665 Samuelsen, B M., Gronseth, B O, & Sandvik, K (1997) Customer loyalty: Effects of customer satisfaction and brand reputation BETA, 1, 36-46 Sandvik, K, & Duhan, D (1996) The effects of performance on brand reputation, satisfaction and loyalty (pp 983-999) The 25th EMAC Conference, Budapest 14th-17th May Savin, J., & Silberg, D (2000) There’s more to e-business than point and click The Journal of Business Strategy, 21(5), 11-13 Sawhney, M V., & Parikh, D (2001) Where value lies in a networked world Harvard Business Review, 79-90 Schultz, D E., & Bailey, S (2000) Customer/brand loyalty in an interactive marketplace Journal of Advertising Research, 40, 41-52 177 Scott, C R., Corman, S R., & Cheney, G (1998) Development of a structurational model of identification in the organization Communication Theory, 8, 298-336 Seaberg, J (2000,October) Talent crunch Business, (5), 276 Schein, E H (1985) Organizational culture and leadership San Francisco: Jossey Bass Selnes, F (1993) An examination of the effect of product performance on brand reputation, satisfaction and loyalty European Journal of Marketing, 27(9), 19-35 Senge, P (1996) Leading learning organizations: The bold, the powerful and the invisible In H Hesselbein, M Goldsmith, & R Beckhard (Eds.), The leader of the future (pp 41-58) San Francisco: Jossey Bass Senge, P., Scharmer, C O., Jaworski, J, & Flowers, B S (2004) PRESENCE: An exploration of profound change in people, organizations, and society New York: Doubleday Shaw, R B (1997) Trust in the balance: Building successful organizations on results, integrity and concern San Francisco: Jossey-Bass Sheth, J., & Parvatiyar, A (1995) Relationship marketing in consumer markets: Antecedents and consequences Journal of Academy of Marketing Science, 23, Shneiderman, B (2000) Designing trust into online experiences Communications of the ACM, 43(12), 57-59 Singhal, V., & Hendricks, K (1997, September) Does implementing an effective TQM program actually improve operating performance? Empirical evidence from firms that have won quality awards Management Science, 43(9), 1258-74 Smith, A., & Bolton, R N (1998) An experimental investigation of customer reactions to service failure and recovery encounters: Paradox or peril? Journal of Service Research, 1(1), 65-81 Stern, B B (1997) Advertising intimacy: Relationship marketing and the services consumer Journal of Advertising, 26(4), 7-19 Stephens, N (2000) Complaining In T.A Swartz & D Iacobucci (Eds.), The handbook of services marketing and management (pp 287-298) London: Sage Sterne, J (1998) World wide web marketing Integrating the web into your marketing strategy New York: John Wiley & Sons 178 Strader, T J., & Shaw, M J (1997) Characteristics of electronic markets Decision Support Systems, 21, 185-98 Stiroh, K J & Metli, C (2003) Now and then: The evolution of loan quality for U.S banks Federal Reserve Bank of New York Retrieved May 11, 2007 from http://www.newyorkfed.org/research/current_issues/ci9-4/ci9-4.html Szymanski, D M., & Hise, R T (2000) E-satisfaction: an initial examination Journal of Retailing, 76(3), 309-22 Tannenbaum, S I (1997) Enhancing continuous learning: Diagnostic findings from multiple companies Human Resource Management, 36, 437-452 Tapscott, D (2000, March) Minds over matter Business, (5), 220-227 Tax, S S., & Brown, S.W (2000) Service recovery: Research insights and practices In T.A Swartz & D Iacobucci (Eds.), The handbook of services marketing and management (pp 271-286) London: Sage Taylor, D., & Tehune, A (2001) Doing e-business: Strategies for thriving in an electronic marketplace Retrieved July, 2001, from www.upside.com Taylor, S A (1997) Assessing regression-based importance weights for quality perceptions and satisfaction judgments in the presence of higher order and/or interaction effects Journal of Retailing, 73(1), 135-159 Teas, R K., & Agarwal, S (2000) The effects of extrinsic product cues on consumers’ perceptions of quality, sacrifice, and value Journal of the Academy of Marketing Science, 28(2), 278-290 Thibault, J., & Walker, L (1975) Procedural justice: A psychological analysis Hillsdale, NJ: Lawrence Erlbaum Thomas, K (1979) Organizational conflict In Steven Kerr (Ed.), Organizational behavior (pp.15-18) New York: John Wiley Thomas, R (1996) Redefining diversity New York: Amacom Thompson, A A., & Strickland, A J (1998) Strategic management New York: McGraw-Hill 179 Thornborrow, W T (1994) Follow my leader: An investigation into the perceptions of follower types in the Halifax Building Society, E.M.E plc & Thorntons plc MBA dissertation, School of Management and Finance, University of Nottingham Tobin, D R (1993) Re-educating the corporation Essex Junction, VT: Omneo Tofler, A (1970) Future shock New York: Random House Treacy, M., & Wiersema, F (1993, January-February) Customer intimacy and other value disciplines Harvard Business Review, 71, 84-93 Treacy, M., & Wiersema, F (1995) The discipline of market leaders: choose your customers, narrow your focus, dominate your market Reading, MA: AddisonWesley Trombly, R (2000, December) E-business models Computerworld, 34(49), 61 Turley, L (2000, August) Keeping customers clueless? Home Office Computing, 18, 22 Tyler, T R., & Degoey, P (1994) Trust and legitimacy of trust authorities: The influence of motive attributions on procedural justice Paper presented at the Stanford Trust Conference, Stanford University, CA Ulaga, W., & Chacour, S (2001) Measuring customer-perceived value in business markets: A prerequisite for marketing strategy development and implementation Industrial Marketing Management, 30, 525-540 Urban, G L., Sultan, F., & Qualls, W J (2000) Placing trust at the center of your Internet strategy Sloan Management Review, 42(1), 39-48 Venkatraman, N (2000) Five steps to a dot.com strategy: How to find your footing on the web Sloan Management Review, 41(3), 15-28 Vizard, M (2000) The Internet gold rush part II: Money made the old-fashioned way Infoworld, 22(50), 69 Wade, R G., & Ragan, J W (1992) Thinking about followers: Investigating a neglected area of leadership research Paper presented at the 52nd Annual Conference of the American Academy of Management, Las Vegas, NV Waring, E M., Tillman, M P., Frelick, L., Russell, L., & Weisz, G (1980, August) Concepts of intimacy in the general population Journal of Nervous and Mental Disease, 168, 471-474 180 Webb, E J (1996) Trust and crisis In R.M Kramer & T.R Tyler (Eds.), Trust in organizations: Frontiers of theory and research (pp 288-301) Thousand Oaks, CA: Sage Webber, D (2002) Evolving with Rosabeth Moss Kanter Health Forum Journal, 45(1), 10-15 Webster, F E (1992, October) The changing role of marketing in the corporation Journal of Marketing, 56, 1-17 Weick, K E., & Roberts, K H (1993) Collective mind in organizations: Heedful interrelating on flight decks Administrative Science Quarterly, 38, 357-381 Whitener, E M., Brodt, S E., Korsgaard, A., & Werner, J M (1998) Managers as initiators of trust: An exchange relationship framework for understanding managerial trustworthy behavior Academy of Management Review, 23(3), 513530 Wiesenfeld, B M., Raghuram, S., & Garud, R (1999) Communication patterns as determinants of organizational identification in a virtual organization Organization Science, 10, 777-790 Williamson, O E (1993) Calculativeness, trust, and economic organization Journal of Law and Economics, 34, 452-502 Wood, R., & Bandura, A (1989) Impact of conceptions of ability on self regulatory mechanisms and complex decision-making Journal of Personality and Social Psychology, 56, 407 Worchel, P (1979) Trust and distrust In W.G Austin & S Worchel (Eds.), The social psychology of intergroup relations Belmont, CA: Wadsworth Yamagishi, T., & Yamagishi, M (1994) Trust and commitment in the United States and Japan Motivation and Emotion, 18(2), 129-166 Yi, Y (1990) A critical review of customer satisfaction In V.A Zeithaml (Ed.), Review of Marketing (pp 68-123) Chicago: American Marketing Association Zeithaml, V A., Berry, L L., & Parasuraman, A (1993, Winter) The nature and determinants of customer expectations of service Journal of the Academy of Marketing Science, 21(1), 1-12 181 ... is a complex, aggregated concept that cannot be defined nor measured by any single variable From marketing literature, several antecedents of loyalty have been revealed Among the determinants of. .. recruit new banking business and retain the most valuable -banking businesses Results of this research and data analysis have the potential to expand the utilization of e- banking technology services. .. Marketers have been interested in using these moderating variables to develop effective marketing strategies to attract and retain the most valuable customers Furthermore, according to Berry, Parasuraman,