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Chinese relationship management: a qualitative study of banking in New Zealand

Chai, Joe Choon Yean and Dibb, Sally (2018). Chinese relationship management: a qualitative study of banking in New Zealand. Journal of Strategic Marketing, 26(3) pp. 205–222.

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This study investigates the relational factors and motivations of Chinese migrant consumers towards financial service providers in New Zealand. Using convergent interviews, a deeper understanding is developed of immigrants’ relational behaviour with service providers. These relationships with service providers are significantly influenced by traditional Chinese values and guanxi and relational embeddedness plays an important role in how they are developed. The research contributes a better understanding of the interplay between Eastern and Western cultures in service relationships among immigrant groups. A general theory of the Chinese perspective of customer relationship management is developed. The implications for how marketing practitioners manage their relationships with migrant customers are explored.

Item Type: Journal Item
Copyright Holders: 2016 Informa UK Limited
ISSN: 1466-4488
Keywords: customer relationship management; service relationships; convergent interviews; guanxi; New Zealand
Academic Unit/School: Faculty of Business and Law (FBL)
Item ID: 45852
Depositing User: Sally Dibb
Date Deposited: 24 Mar 2016 14:18
Last Modified: 02 May 2019 11:28
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