Browsing by Author "Petzer Daniel"

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    A good reputation must be earned, but how? Examining the role of relationship communication and employee skills in retail banking
    (Routledge, 2025) Roberts- Lombard Mornay; Petzer Daniel
    This study examines relationship communication and employee skills as antecedents to corporate image and the latter’s relationship with corporate reputation. It also considers the mediating role of corporate image and moderating roles of customer characteristics, such as duration of support and customer spending. Using purposive and quota sampling, responses were collected from 352 customers of South African banks using a self-administered questionnaire. Mplus version 8.5 tested the direct effects proposed, while the indirect effects were tested with the Hayes Process macro for SPSS. The study assists emerging market banks to understand how corporate image influences corporate reputation perceptions, based upon the inclusion of selected corporate image antecedents. It also emphasizes the importance of duration of support and monthly spending in the relationships between corporate image and its selected antecedents.
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    Is trust about more than just money? insight into South African banking customers
    (Emerald Publishing Limited, 2025) Roberts-Lombard Mornay; Petzer Daniel
    Purpose – The purpose of this study is to explore how trust guides retail banking customers’ behavioural intentions considering monetary and non-monetary drivers of trust and the moderating roles of corporate image and shared values on the relationships between these drivers and trust. Design/methodology/approach – Non-probability purposive and quota sampling were used to select a sample of South African banking customers. A self-administered questionnaire was fielded and 352 respondents participated in this study. Findings – All the proposed monetary and non-monetary drivers have a positive and significant influence on trust, except for calculative commitment. Trust mediates the relationships monetary and non-monetary drivers have with behavioural intention; and corporate image and shared values moderate all but one of the relationships between trust and its monetary and non-monetary drivers. Research limitations/implications – This study enhances knowledge of the role of trust, considering monetary and non-monetary drivers as antecedents and behavioural intention as an outcome of trust. Practical implications – This study guides retail banks in emergent markets on the mediating role of trust and its influence on behavioural intention through the application of selected monetary and non-monetary drivers. Furthermore, this study emphasises the importance of corporate image and shared values on selected relationships. Originality/value – The importance of trust as a mediating variable between its monetary and non-monetary drivers and behavioural intention is confirmed in an emerging economy setting. The moderating effects of corporate image and shared values in the relationships between these drivers and trust are also highlighted.