Conceptualizing Service Quality amongst Chinese Customers of Retail Banking

Xian Wang

University of Gloucestershire

Dr Lily Xian Wang Email: xwang@glos.ac.uk Contact Number: 01242 715354 Location: Park Campus BV211Lily worked at Nottingham Business School, Nottingham Trent University as a lecturer before she joined University of Gloucestershire in 2010. Lily was educated at the University of Gloucestershire, where she did her MBA, followed by a PhD in Services Marketing. Lily is the MSc Marketing course leader and teaches on a range of courses at both undergraduate and postgraduate level. She is also supervising PhD and DBA students. Her main areas of research interest are service marketing, customer experience, customer relationship management and consumer behaviour.

Abstract

Purpose – To develop a framework identifying the critical dimensions and specific items considered when Chinese customers evaluate a banking service encounter. To contribute to the creation of theory that draws from the... [ view full abstract ]

Authors

  1. Xian Wang (University of Gloucestershire)
  2. Barry Davies (University of Gloucestershire)

Topic Area

Services & Customer Relationship Marketing Track: Click here for the Services & Customer R

Session

PT10-SCRM2 » Services & Customer Relationship Marketing (15:30 - Wednesday, 8th July)

Paper

Conceptualizing_Service_Quality_amongst_Chinese_Customers_of_Retail_Banking_-_AM_2015_Final.pdf

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