Victor Nasser Harkat
Country: France
Affiliation: Ph.D. and Researcher, Institut d’Administration des Entreprises de Lille
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Commitment: a ‘contagious’ feeling between employees and customers in banking sector
Bilal Bourkha , Younes Belfellah , Victor Nasser Harkat doi: http://dx.doi.org/10.21511/gg.01(2).2017.02Geopolitics under Globalization Volume 1, 2017 Issue #2 pp. 13-20
Views: 1306 Downloads: 247 TO CITEThis present paper tries to investigate relationship between dimensions of organizational commitment (OC) and brand commitment (BC) based on Allen and Meyer (1990) theory: affective, continuous and normative commitment.
Population (443 people) of the present study included employees and customers from the same bank. Data collecting tool was two questionnaires, which were distributed among employees and customers. Data was analyzed with SEM to show the existing correlations. Results showed there is a moderated (0,424) relationship between OC and BC. Results confirm interpersonal exchange is a key concept in relationship management, in particular in services industry.