oa Botswana Institute of Administration & Commerce Journal - Towards a critical understanding of Bank-customer relationships: evidence from Botswana banks

Volume 1, Issue 1
  • ISSN : 1729-1070



This paper explores the nature of the relationship between banks and their customers as perceived and to some extent constructed by banks. In particular, the paper explores how banks in Botswana perceive; construct, maintain and alter this relationship and whether they perceive themselves committed to their customers as would be implied by relational exchange and commitment and trust theory. The paper interprets data collected from four of the banks in Botswana, to draw inferences on the nature of the relationship between banks and their customers.

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