- Volume 11, Number 3 (2023)
SERVICE BEYOND BANKING: A STUDY ON THE DETERMINANTS OF CUSTOMER PATRONAGE IN NIGERIAN DEPOSIT MONEY BANKS, WITH A FOCUS ON RIVERS STATE
Emmanuel Chukwudi Ezeugo
In the fiercely competitive Nigerian banking industry, delivering quality services to customers is essential for retaining them. Dissatisfied customers may switch to other banks with better service offerings, causing banks to lose out on patronage. This study aimed to determine the relationship between service quality delivery and customer patronage in the Nigerian banking industry, specifically in Port Harcourt. The study used the dimensions of service quality - service responsiveness and service reliability - as espoused by Zeithaml et al. (2006), and customer patronage was measured through customer loyalty and referral. The Social Exchange Theory was used as the theoretical framework...
CREATING LASTING CONNECTIONS: THE ROLE OF PREEMPTIVE KINDNESS IN FOSTERING COLLABORATION AND TALENT RETENTION
Franziska Sophie Müller
Proactive kindness, in the corporate world, is becoming increasingly significant as organizations realize its potential to reinforce their employer brand. By showing generosity to others after benefiting from someone else's goodwill, businesses can encourage positive behavior patterns in the workplace that lead to better social capital, reputational esteem, and financial success. This article explores different models, benefits, and risks of implementing a preemptive kindness culture within organizations of varying sizes. It provides practical guidelines that managers can use to cultivate a preemptive kindness mentality among employees and the organization as a whole. By doing so, companies can attract and retain...