{"doi":"10.1108/09590559410067316","title":"The Role of Customer‐contact Personnel in the Marketing of a Retail\nBank′s Services","abstract":"<jats:p>Examines the role and importance of customer‐contact personnel in the\nmarketing of a bank′s financial services and the importance of customer\nservice in retail banking. Customer‐contact personnel from suburban\nbranches of an Australian retail bank identified their level of\nagreement with statements dealing with customer purchase perceptions,\ncustomer purchase behaviour, the personal selling of services and their\nrole and importance in the marketing of the bank′s financial services.\nThe results were interesting in that they indicated several key factors\nthat affected service purchase encounters. These factors included the\norganization′s reputation, the role of the customer‐contact personnel in\nthe service encounter, level of reward given to the customer‐contact\npersonnel for their contribution, the significance of an official sales\ntraining programme, word‐of‐mouth communication and the relationship\nbetween the salesperson and the customer.</jats:p>","journal":"International Journal of Retail &amp; Distribution Management","year":1994,"id":603562,"datarank":0.692268077526189,"base_score":4.61512051684126,"endowment":4.61512051684126,"self_citation_contribution":0.692268077526189,"citation_network_contribution":0.0,"self_endowment_contribution":0.692268077526189,"citer_contribution":0.0,"corpus_percentile":null,"corpus_rank":null,"citation_count":100,"citer_count":0,"citers_with_citation_signal":0,"citers_with_endowment":0,"datacite_reuse_total":0,"is_dataset":false,"is_dataset_confidence":null,"is_data_producer":false,"deposit_databanks":null,"is_oa":false,"file_count":0,"downloads":0,"has_version_chain":false,"published_date":null,"fair_score":null,"fair_percentile":null,"algorithm_id":"datarank_citation_only_1hop_v6","ranking_scope":"data_only","authors":[{"id":1548300,"name":"B. 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These factors included the\norganization′s reputation, the role of the customer‐contact personnel in\nthe service encounter, level of reward given to the customer‐contact\npersonnel for their contribution, the significance of an official sales\ntraining programme, word‐of‐mouth communication and the relationship\nbetween the salesperson and the customer.</jats:p>","is_dataset_classified":null,"base_score":4.61512051684126,"endowment":4.61512051684126,"datacite_reuse_total":0,"file_count":0,"downloads":0,"views":0,"has_version_chain":false,"is_dataset":false,"is_oa":false,"pmid":"23304386","pmcid":null,"openalex_id":"https://openalex.org/W1978505276","authors":[],"funders":[],"total_grants":0,"fwci":0.7664,"citation_percentile":0.77037618,"influential_citations":0,"citation_trend":[{"year":2012,"count":12},{"year":2013,"count":7},{"year":2014,"count":10},{"year":2015,"count":5},{"year":2016,"count":2},{"year":2017,"count":4},{"year":2018,"count":3},{"year":2019,"count":3},{"year":2020,"count":3},{"year":2021,"count":5},{"year":2022,"count":5}],"oa_status":"closed","license":"https://www.emerald.com/insight/site-policies","oa_locations":[{"url":"http://www.emeraldinsight.com/doi/full-xml/10.1108/09590559410067316","host_type":"publisher"},{"url":"https://www.emerald.com/insight/content/doi/10.1108/09590559410067316/full/xml","host_type":"publisher"},{"url":"https://www.emerald.com/insight/content/doi/10.1108/09590559410067316/full/html","host_type":"publisher"},{"url":"https://doi.org/10.1108/09590559410067316","host_type":"journal"},{"url":"https://epubs.scu.edu.au/comm_pubs/341","host_type":"repository"}],"fields_of_study":["Customer Service Quality and Loyalty","Consumer Retail Behavior Studies","Technology Adoption and User Behaviour"],"mesh_terms":[],"keywords":["Business","Marketing","Customer advocacy","Customer retention","Reputation","Retail banking","Financial services","Customer to customer","Service (business)","Advertising","Service quality","Finance"],"sdg_mappings":[],"linked_datasets":[],"clinical_trials":[],"software_tools":[],"database_accessions":[],"source":"live","citation_network_status":"fetched"},"created_at":"2026-07-29T22:15:07.443448Z","pmid":null,"pmcid":null,"fwci":null,"citation_percentile":null,"influential_citations":0,"oa_status":null,"license":null,"views":0,"total_file_size_bytes":0,"version_count":0,"fair_f":null,"fair_a":null,"fair_i":null,"fair_r":null,"fair_zscore":null,"fair_rationale":null,"fair_model":null,"fair_agent_version":null,"fair_fulltext_source":null,"fair_has_llm":null,"fair_computed_at":null,"clinical_trials":[],"software_tools":[],"db_accessions":[],"linked_datasets":[],"topics":[]}