97083 20210902121908.0 doi 10.1177/1094670519856119 sideral 120850 ART-2020-120850 eng Gao, L. (Xuehui) Universidad de Zaragoza (orcid)0000-0003-0575-375X Customer equity drivers, customer experience quality, and customer profitability in banking services: the moderating role of social influence 2020 Access copy available to the general public Unrestricted Financial service organizations are increasingly interested in ways to improve the service experience quality for customers, while customers progressively perceive the commoditization of banking services. This is no easy task, as factors outside the control of the service firm can influence customers’ perceptions of their experience. This study builds on the customer equity framework to understand the linkages between what the firm does (customer equity drivers: value equity, brand equity, and relationship equity), the social environment (social influence), the customer experience quality, and its ultimate impact on profitability. Using perceptual and transactional data for a sample of customers of financial services, we demonstrate the central role played by factors under the control of the firm (value, brand, and relationship equity) and those outside its control (social influence) in shaping customers’ perceptions of the quality of their experience. We offer new insights into the moderating role of social influence in the linkages between the customer equity drivers and the customer experience quality. The managerial takeaway is that the impact of customer equity drivers on the customer experience quality is contingent on the influence exerted by other people and that enhancing customer experience quality can be a way to increase monetary returns. info:eu-repo/grantAgreement/ES/DGA/S54-17R info:eu-repo/grantAgreement/ES/MICINN-FEDER/ECO2017-83993-P info:eu-repo/grantAgreement/ES/UZ/JIUZ-2018-SOC-11 info:eu-repo/semantics/openAccess by-nc-nd http://creativecommons.org/licenses/by-nc-nd/3.0/es/ 10.667 2020 BUSINESS 8 / 153 = 0.052 2020 Q1 T1 4.434 2020 Information Systems 2020 Q1 Sociology and Political Science 2020 Q1 Organizational Behavior and Human Resource Management 2020 Q1 info:eu-repo/semantics/article info:eu-repo/semantics/acceptedVersion Melero-Polo, I. Universidad de Zaragoza (orcid)0000-0002-2620-0639 Sese, FJ. Universidad de Zaragoza (orcid)0000-0001-5321-8052 4011 095 Universidad de Zaragoza Dpto. Direc.Mark.Inves.Mercad. Área Comerci.Investig.Mercados 23, 2 (2020), 174-193 J. serv. res. Journal of Service Research 1094-6705 624591 http://zaguan.unizar.es/record/97083/files/texto_completo.pdf Postprint 270200 http://zaguan.unizar.es/record/97083/files/texto_completo.jpg?subformat=icon icon Postprint oai:zaguan.unizar.es:97083 articulos driver 2021-09-02-10:40:40 ARTICLE