Modeling a Formative Measure of Relationship Quality and Its Effects: Evidence From the Hong Kong Retail Banking Industry

This article explores a formative, hierarchical model of relationship quality and its effects in the Hong Kong retail banking services sector. Data were collected from a survey of 269 customers and analyzed using structural equation modeling (SEM). The findings support the theoretical framework showing relationship quality impacts repurchase intention, cross-buying intention, recommendation behavior, and reduced switching behavior to competitor...