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Customer perceptions of frontline employee service delivery: A study of Russian bank customer satisfaction and behavioural intentions

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  • Rod, Michel
  • Ashill, Nicholas J.
  • Gibbs, Tanya

Abstract

This study examines the nature of relationships between customer perceptions of frontline employee service delivery (core and relational), satisfaction and selected behavioural intentions by using customers of a commercial retail bank in Russia as its setting. Contrary to findings from North American-Western research, the study findings show that relational service delivery only significantly impacts customer satisfaction for Russian males whereas core service delivery only impacts this affective outcome for Russian female customers. Implications of the results are discussed and future research avenues are offered.

Suggested Citation

  • Rod, Michel & Ashill, Nicholas J. & Gibbs, Tanya, 2016. "Customer perceptions of frontline employee service delivery: A study of Russian bank customer satisfaction and behavioural intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 212-221.
    • Handle: RePEc:eee:joreco:v:30:y:2016:i:c:p:212-221
    DOI: 10.1016/j.jretconser.2016.02.005
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    References listed on IDEAS

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    Cited by:

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    2. Itani, Omar S. & Jaramillo, Fernando & Paesbrugghe, Bert, 2020. "Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    3. Ruan, Yanya & Mezei, József, 2022. "When do AI chatbots lead to higher customer satisfaction than human frontline employees in online shopping assistance? Considering product attribute type," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    4. van Esch, Patrick & Arli, Denni & Gheshlaghi, Mahnaz Haji, 2020. "Creating an effective self-managed service climate for frontline service employees," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    5. Zhiyi Zhuo, 2019. "Research on using Six Sigma management to improve bank customer satisfaction," International Journal of Quality Innovation, Springer, vol. 5(1), pages 1-14, December.
    6. Lucia-Palacios, Laura & Pérez-López, Raúl & Polo-Redondo, Yolanda, 2020. "How situational circumstances modify the effects of frontline employees’ competences on customer satisfaction with the store," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    7. Abrokwah, Eugene & Rachayeeta, Priti & Affum-Osei, Emmanuel & Yeboah, Gifty & Agyare, Collins & Boadi, Evans Asante, 2023. "Engaging in unpaid jobs out of free will: an attribution theory perspective on the effects of supervisor support attributions on volunteers' service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    8. Ashill, Nick & Abuelsamen, Amjad & Gibbs, Tanya & Semaan, Rania W., 2022. "Understanding organization-customer links in a service setting in Russia," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    9. Kamvysi, Konstantina & Andronikidis, Andreas & Georgiou, Andreas C. & Gotzamani, Katerina, 2023. "A quality function deployment framework for service strategy planning," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).

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