Commitment: a 'contagious' feeling between employees and customers in banking sector

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Auteurs
Date

29 juin 2017

Discipline
Type de document
Périmètre
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Identifiants
Source

HAL-SHS : droit et gestion

Collection

Archives ouvertes

Organisation

Centre pour la communication scientifique directe

Licence

info:eu-repo/semantics/OpenAccess

Mots-clés En

brand commitment organizational commitment service quality social exchange

Sujets proches En

Personnel Workers Laborers Relations with employees Servants

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Victor Nasser Harkat et al., « Commitment: a 'contagious' feeling between employees and customers in banking sector », HAL-SHS : droit et gestion, ID : 10670/1.3uhcpd

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Résumé En

This present paper tries to investigate relationship between dimensions of organiza- tional commitment (OC) and brand commitment (BC) based on Allen and Meyer (1990) theory: affective, continuous and normative commitment.Population (443 people) of the present study included employees and customers from the same bank. Data collecting tool was two questionnaires, which were distributed among employees and customers. Data was analyzed with SEM to show the existing correlations. Results showed there is a moderated (0,424) relationship between OC and BC. Results confirm interpersonal exchange is a key concept in relationship man- agement, in particular in services industry.

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