Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Relationship marketing The impact of emotional intelligence and trust on bank performance

Relationship marketing The impact of emotional intelligence and trust on bank performance Purpose – The two aims of this paper are to explore the development of trust for relationships between staff and customers in the banking sector and to investigate possible links between financial performance of relationship manager and their levels of emotional intelligence (EI) and trust. Design/methodology/approach – An internet survey was undertaken, where respondents were asked to complete an EI test and questions relating to trusting behaviour. These data were integrated with financial performance data supplied by the bank. Exploratory and confirmatory factor analysis and correlation analysis was used to identify links. Findings – Trust was found to be made up of three components: dependability; knowledge; and expectations. Further, there were significant correlations between both trust and EI, when compared to the financial performance of a relationship manager. Research limitations/implications – The methods used by the bank to collect performance data have limited the analysis that could be conducted. Practical implications – Increased awareness by the relationship managers of their own emotions, and how they perceive and act upon the emotions of others, should favourably impact financial performance. Originality/value – This paper is an important initial step in highlighting the significance of EI and trust in the relationship marketing/selling arena. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Bank Marketing Emerald Publishing

Relationship marketing The impact of emotional intelligence and trust on bank performance

Download PDF
17 pages

Loading next page...
 
/lp/emerald-publishing/relationship-marketing-the-impact-of-emotional-intelligence-and-trust-04dHbWpTPG
Publisher
Emerald Publishing
Copyright
Copyright © 2008 Emerald Group Publishing Limited. All rights reserved.
ISSN
0265-2323
DOI
10.1108/02652320810864652
Publisher site
See Article on Publisher Site

Abstract

Purpose – The two aims of this paper are to explore the development of trust for relationships between staff and customers in the banking sector and to investigate possible links between financial performance of relationship manager and their levels of emotional intelligence (EI) and trust. Design/methodology/approach – An internet survey was undertaken, where respondents were asked to complete an EI test and questions relating to trusting behaviour. These data were integrated with financial performance data supplied by the bank. Exploratory and confirmatory factor analysis and correlation analysis was used to identify links. Findings – Trust was found to be made up of three components: dependability; knowledge; and expectations. Further, there were significant correlations between both trust and EI, when compared to the financial performance of a relationship manager. Research limitations/implications – The methods used by the bank to collect performance data have limited the analysis that could be conducted. Practical implications – Increased awareness by the relationship managers of their own emotions, and how they perceive and act upon the emotions of others, should favourably impact financial performance. Originality/value – This paper is an important initial step in highlighting the significance of EI and trust in the relationship marketing/selling arena.

Journal

International Journal of Bank Marketing – Emerald Publishing

Published: Apr 11, 2008

Keywords: Emotional intelligence; Relationship marketing; Banks; Financial performance; Trust; Australia

References

  • Relationship marketing in private banking in South Africa
    Abratt, R.; Russell, J.
  • Relationship marketing: customer commitment and trust as a strategy for the smaller Hong Kong corporate banking sector
    Adamson, I.; Chan, K.; Handford, D.
  • Competitive success in an age of alliance capitalism: how do firm‐specific factors affect behavior in strategic alliances
    Adobor, H.
  • A model of distributor firm and manufacturer firm working partnerships
    Anderson, J.C.; Narus, J.A.
  • Is emotional intelligence needed for leadership effectiveness?
    Antonakis, J.
  • Corporate‐customer satisfaction in the banking industry in Singapore
    Armstrong, R.; Seng, T.B.
  • Close to the customer: but is it really a relationship?
    Barnes, J.G.
  • The Emotional Quotient Inventory (EQ‐I): Technical Manual
    Bar‐On, R.
  • Relationship marketing
    Berry, L.L.
  • Relationship marketing of services – growing interest, emerging perspectives
    Berry, L.L.
  • The relationship between UK banks and their small business customers
    Binks, M.R.; Ennew, C.T.
  • Interdependence in relationship marketing
    Blenkhorn, D.L.; Mackenzie, H.F.
  • Trust in business‐to‐business relationships: an evaluation of its status
    Blois, K.
  • Value managed relationships: the key to customer retention and profitability
    Buchanan, R.W.T.; Gillies, C.S.
  • Do customer partnerships improve new product success rates?
    Campbell, A.J.; Cooper, R.G.
  • No Fear Management: Rebuilding Trust, Performance, and Commitment in the New American Workplace
    Chambers, H.E.; Craft, R.
  • A review and critique of emotional intelligence measures
    Conte, J.M.
  • The changing role of the sales force
    Cravens, D.W.
  • Service encounters and service relationships: implications for research
    Czepiel, J.
  • The case for the ability‐based model of emotional intelligence in organizational behavior
    Daus, C.S.; Ashkanasy, N.M.
  • Using an ability‐based measure of emotional intelligence to predict individual performance, group performance, and group citizenship behaviours
    Day, A.; Carroll, S.A.
  • Developing effective salespeople: exploring the link between emotional intelligence and sales performance
    Deeter‐Schmeiz, D.R.; Sojka, J.Z.
  • Designing a customer retention plan
    DeSouza, G.
  • An examination of the nature of trust in buyer‐seller relationships
    Doney, P.; Cannon, J.P.
  • Can emotional intelligence be measured and developed?
    Dulewicz, V.; Higgs, M.
  • Emotional intelligence: a review and evaluation study
    Dulewicz, V.; Higgs, M.
  • Developing buyer‐seller relationships
    Dwyer, F.R.; Schurr, P.H.; Oh, S.
  • Impact of participative service relationships on quality, satisfaction and retention: an exploratory study
    Ennew, C.T.; Binks, M.R.
  • Emotional intelligence and team performance: the good, the bad and the ugly
    Feyerherm, A.E.; Rice, C.L.
  • Determinants of long‐term orientation in buyer‐seller relationships
    Ganesan, S.
  • The different roles of satisfaction, trust, and commitment in customer relationships
    Garbarino, E.; Johnson, M.S.
  • Network configuration and innovation success: an empirical analysis in German high‐tech industries
    Gemunden, H.G.; Ritter, T.; Heydebreck, P.
  • Emotions and leadership: the role of emotional intelligence
    George, J.M.
  • Effect of just‐in‐time purchasing relationships on organizational design, purchasing department configuration, and firm performance
    Germain, R.; Droge, C.
  • Emotional Intelligence: Why It Can Matter More than IQ
    Goleman, D.
  • Working with Emotional Intelligence
    Goleman, D.
  • From marketing mix to relationship marketing: towards a paradigm shift in marketing
    Gronroos, C.
  • Mega and nano relationships in relationship marketing
    Gummesson, E.
  • Multivariate Data Analysis with Readings
    Hair, J.F. Jr; Anderson, R.E.; Tatham, R.L.; Black, W.C.
  • Service quality in professional business services
    Halinen, A.
  • Which trust and when? Conceptualizing trust in business relationships based on context and contingency
    Halliday, S.V.
  • Buyer‐seller relationships today
    Han, S.L.; Wilson, D.T.; Dant, S.P.
  • The role of trust and relationship structure in improving supply chain responsiveness
    Handfield, R.B.; Bechtel, C.
  • A framework for developing trust relationship: a framework for developing trust relationships
    Hart, C.W.; Johnson, M.D.
  • Interpersonal liking in lender‐customer relationships in the Australian banking sector
    Hawke, A.; Heffernan, T.W.
  • A study of the relationship between emotional intelligence and performance in UK call centres
    Higgs, M.
  • A theory and model of business alliance success
    Hunt, S.D.; Lambe, C.J.; Wittman, C.M.
  • Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking
    Jamal, A.; Naser, K.
  • Cognitive and affective trust in service relationships
    Johnson, D.; Grayson, K.
  • Purchasing must become supply management
    Kraljic, P.
  • Determinants of SME owners' satisfaction with their banking relationships: a Canadian study
    Madill, J.J.; Feeney, L.; Riding, A.; Haines, G.H. Jr
  • Emotional intelligence
    Mayer, J.D.; Salovey, P.
  • MSCEIT Users Manual
    Mayer, J.D.; Salovey, P.; Caruso, D.R.
  • Emotional intelligence: theory, findings, and implications
    Mayer, J.D.; Salovey, P.; Caruso, D.R.
  • Emotional intelligence meets traditional standards for an intelligence
    Mayer, J.D.; Caruso, D.R.; Salovey, P.
  • Measuring emotional intelligence with the MSCEIT V2.0
    Mayer, J.D.; Salovey, P.; Caruso, D.R.; Sitarenios, G.
  • An integrative model of organisational trust
    Mayer, R.C.; Davis, J.; Schoorman, D.
  • Characteristics of partnership success: partnership attributes, communication behaviour, and conflict resolution techniques
    Mohr, J.; Spekman, R.
  • The commitment‐trust theory of relationship marketing
    Morgan, R.M.; Hunt, S.D.
  • The role of interpersonal liking in building trust in long‐term channel relationships
    Nicholson, C.Y.; Compeau, L.D.; Sethi, R.
  • A reappraisal of the relationship marketing construct of commitment and trust
    O'Malley, L.; Tynan, C.
  • A psychometric evaluation of the Mayer‐Salovey‐Caruso Emotional Intelligence Test Version 2.0
    Palmer, B.R.; Gignac, G.; Manocha, R.; Stough, C.
  • The benefits of lending relationships: evidence from small business data
    Petersen, M.A.; Rajan, R.G.
  • Emotional intelligence, leadership effectiveness and team outcomes
    Prati, L.M.; Douglas, C.; Ferris, G.R.; Ammeter, A.P.; Buckley, M.R.
  • Purchasing: a competitive weapon
    Reck, R.F.; Long, B.G.
  • Loyalty‐based management
    Reichheld, F.F.
  • Loyalty and the renaissance of marketing
    Reichheld, F.F.
  • Learning from customer defections
    Reichheld, F.F.
  • The hidden advantages of customer retention
    Reichheld, F.F.; Kenny, D.W.
  • Customer‐oriented selling: exploring the roles of emotional intelligence and organizational commitment
    Rozell, E.J.; Pettijohn, C.E.; Parker, R.S.
  • Price, Quality and Trust: Inter‐firm Relations in Britain and Japan
    Sako, M.
  • Supplier relationships: emerging issues and challenges
    Sharma, A.; Sheth, J.N.
  • Relationship management: a call for fewer influence attempts
    Simpson, J.T.; Mayo, D.T.
  • Consumer trust, value, and loyalty in relational exchanges
    Sirdeshmukh, D.; Singh, J.; Sabol, B.
  • Enhancing the emotional intelligence of salespeople
    Sojka, J.Z.; Deeter‐Schmeiz, D.R.
  • UK bank corporate relationships: large corporate expectations of service
    Tyler, K.; Stanley, E.
  • The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: does age of relationship matter
    Verhoef, P.C.; Franses, P.H.; Hoekstra, J.C.
  • The changing role of marketing in the corporation
    Webster, F.E.
  • Personal selling and sales management: a relationship marketing perspective
    Weitz, B.A.; Bradford, K.D.
  • Relationship marketing and distribution channels
    Weitz, B.A.; Jap, S.D.
  • An integrated model of buyer‐seller relationships
    Wilson, D.T.