Improving relationship quality during the crisis

Marta Estrada-Guillén, Diego Monferrer-Tirado and Miguel Moliner-Tena

The Service Industries Journal, 2020, vol. 40, issue 3-4, 268-289

Abstract: The economic crisis in Spain has had a considerable impact on the financial sector and has led to a deep and widespread restructuring in the industry. The combination of a vigorous expansion policy and the burst of the housing bubble brought about an economic depression with emotional consequences. As a result, customers have had to use their emotional intelligence to manage a range of emotions and this management has affected the perceived quality of their relationship with their bank. In this article, we develop a theoretical approach starting from the hypothesis that customers’ emotional intelligence influences relationship quality. We also explore the possible interactions between the variables that make up the macro-construct of relationship quality. Results from a sample of 1125 customers in a study using structural equations models allow us to confirm these relationships and to reflect on the need to generate strategies that can maximise customers’ positive emotional performance.

Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:40:y:2020:i:3-4:p:268-289

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DOI: 10.1080/02642069.2018.1441829

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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