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Improving relationship quality during the crisis

Author

Listed:
  • Marta Estrada-Guillén
  • Diego Monferrer-Tirado
  • Miguel Moliner-Tena

Abstract

The economic crisis in Spain has had a considerable impact on the financial sector and has led to a deep and widespread restructuring in the industry. The combination of a vigorous expansion policy and the burst of the housing bubble brought about an economic depression with emotional consequences. As a result, customers have had to use their emotional intelligence to manage a range of emotions and this management has affected the perceived quality of their relationship with their bank. In this article, we develop a theoretical approach starting from the hypothesis that customers’ emotional intelligence influences relationship quality. We also explore the possible interactions between the variables that make up the macro-construct of relationship quality. Results from a sample of 1125 customers in a study using structural equations models allow us to confirm these relationships and to reflect on the need to generate strategies that can maximise customers’ positive emotional performance.

Suggested Citation

  • Marta Estrada-Guillén & Diego Monferrer-Tirado & Miguel Moliner-Tena, 2020. "Improving relationship quality during the crisis," The Service Industries Journal, Taylor & Francis Journals, vol. 40(3-4), pages 268-289, March.
    • Handle: RePEc:taf:servic:v:40:y:2020:i:3-4:p:268-289
    DOI: 10.1080/02642069.2018.1441829
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    Cited by:

    1. Monferrer, Diego & Moliner, Miguel Ángel & Irún, Beatriz & Estrada, Marta, 2021. "Network market and entrepreneurial orientations as facilitators of international performance in born globals. The mediating role of ambidextrous dynamic capabilities," Journal of Business Research, Elsevier, vol. 137(C), pages 430-443.
    2. Hung-Che Wu & Xiaolian Chen & Ya-Yuan Chang, 2021. "Structural relationships between psychosocial risk, relationship quality, need for cognition, and quarantine intentions: the case of the quarantine hotel," Service Business, Springer;Pan-Pacific Business Association, vol. 15(4), pages 587-611, December.

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