Since customer loyalty is one of the main important elements which enhance companies’ profit, it is very important to investigate factors which create customer loyalty. Nowadays, companies try to increase their loyal customers by taking advantage of some relationship marketing tactics. One of...

Purpose: The value of relationship building is well documented in the literature, where a number of benefits seem to accrue for both interacting parties. This is also the case for Bank-SME relationships. However, the recent financial crisis is expected to have a significant impact on the...