What is it about?
The purpose of this paper is to investigate the effects of structural social capital, relational social capital and cognitive social on relationship satisfaction, and also to investigate how relationship satisfaction is associated with negative word-of-mouth and re-patronage intentions, in service recovery.
Featured Image
Why is it important?
Findings are important for service firms, particularly for banks to adjust their service recovery strategies.
Perspectives
The paper verified the influence of structural social capital, cognitive social capital and relational social capital on relationship satisfaction and tested the influence of relationship satisfaction on negative word-of-mouth and re-patronage intentions.
Dr. Lakhi Muhammad
Capital University of Science and Technology, Islamabad
Read the Original
This page is a summary of: Influence of social capital on customer’s relationship satisfaction in the Pakistani banking industry, Asia Pacific Journal of Marketing and Logistics, November 2017, Emerald,
DOI: 10.1108/apjml-10-2016-0193.
You can read the full text:
Contributors
The following have contributed to this page
