La calidad del servicio bancario en un contexto post-crisisefectos emocionales del cliente sobre sus comportamientos

Abstract

here are several reasons why, following the crisis of the summer of 2007, Spanish financial institutions have suffered a decline in the relational degree with their clients. This situation has led to the research of strategies to maintain and improve the relationships with their customers. Under this perspective, customers are very focused on the results of the service offered by the financial sector companies, i.e., there should be an increase in the interest of the company to know their needs. Therefore, this investigation will try to show, based on a theoretical model, the factors that the clients perceives during the service and that serve to create emotional effects on the non-transactional behaviors such as Customer Engagement and Customer Advocacy, which impact on the quality of the relationship.