Funkcjonalny wymiar konfliktu na rynku usług bankowych w Polsce

• Authors: Berger Malwina , Mitręga Maciej

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.

Keywords

EN

conflicts; customer relationships; banking; measurement

• Publisher: Wydawnictwo Uniwersytetu Ekonomicznego we Wrocławiu
• Journal: Nauki o Zarządzaniu
• Year: 2015
• Issue: 3 (24)
• Pages: 20-32

Contributors

author

Berger Malwina

author

Mitręga Maciej

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