When unethical practices harm relationship outcomes: testing the influence of consumer-perceived unethical behaviour on trust and satisfaction in the banking sector

What is it about?

Employees - customers encounters are moment of truth in banking, and can be source of satisfaction or frustration. This paper shows how employees' unethical behaviours during these encounters can lead to customer insatisfaction, reduce customer loyalty, and negatively reduce customer trust. These findings are of very important implication for the Congolese banking sector, as the later is struggling to rebuild its reputation after periods of fails and bankruptcies.

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