Abstract
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.
| Original language | English |
|---|---|
| Pages (from-to) | 205-222 |
| Number of pages | 18 |
| Journal | Journal of Strategic Marketing |
| Volume | 26 |
| Issue number | 3 |
| Early online date | 6 Jul 2016 |
| DOIs | |
| Publication status | Published - 2018 |
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Keywords
- convergent interviews
- Customer relationship management
- guanxi
- New Zealand
- service relationships
ASJC Scopus subject areas
- Marketing
- Strategy and Management
Cite this
Chinese relationship management : a qualitative study of banking in New Zealand. / Chai, Joe Choon Yean; Dibb, Sally.
In: Journal of Strategic Marketing, Vol. 26, No. 3, 2018, p. 205-222.Research output: Contribution to journal › Article
}
TY - JOUR
T1 - Chinese relationship management
T2 - a qualitative study of banking in New Zealand
AU - Chai, Joe Choon Yean
AU - Dibb, Sally
PY - 2018
Y1 - 2018
N2 - 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.
AB - 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.
KW - convergent interviews
KW - Customer relationship management
KW - guanxi
KW - New Zealand
KW - service relationships
U2 - 10.1080/0965254X.2016.1195860
DO - 10.1080/0965254X.2016.1195860
M3 - Article
VL - 26
SP - 205
EP - 222
JO - Journal of Strategic Marketing
JF - Journal of Strategic Marketing
SN - 0965-254X
IS - 3
ER -