PL EN


2015 | 3 (24) | 20-32
Article title

Funkcjonalny wymiar konfliktu na rynku usług bankowych w Polsce

Content
Title variants
EN
Functional conflict dimension on the banking services market in Poland
Languages of publication
PL EN
Abstracts
EN
Managing conflicts in customer relationships is one of most important and, at the same time, one of least explored, research areas within the larger area of relationship marketing studies. Such studies were not conducted in post-communist countries, which may be treated as a gap in the emerging theory of relationship conflict management. This paper presents research results that identify multi-dimensionality of conflict from the perspective of customers in banking industry in Poland. This study emphasizes four aspects of conflict handling, and the influence of these factors on customer satisfaction in relationship with the bank. This study is grounded in so-called “equity theory” with regard to exchange relationships.
Year
Issue
Pages
20-32
Physical description
Contributors
References
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Document Type
Publication order reference
Identifiers
YADDA identifier
bwmeta1.element.desklight-592b9759-bf3d-40e1-9403-9a99b4b2d421
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