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PurposeThe purpose of this paper is to examine the impact of the relationship marketing underpinnings, namely: commitment; competence; communication and conflict handling on the one hand and customer loyalty on the other, as well as the mediation effects of trust and relationship quality.Design/methodology/approachBank customers in Kota Kinabalu, Malaysia were surveyed using a questionnaire. Bank intercept technique was used in administering the instrument. A total of 220 customers provided the data for the study. Multiple regression analysis was used to measure the construct's relationship.FindingsThe results show that relationship marketing strategies, namely: communication; commitment; competence; and conflict handling are directly and indirectly (through trust and relationship quality) associated with customer loyalty. Moreover, trust and relationship quality are directly associated with loyalty.Research limitations/implicationsAlthough the study focuses on the banking industry in Malaysia, the outcome may be relevant to other service sectors. By identifying the relevant RM underpinnings in this sector, more researches adapting or replicating the present study in other sectors would help in pushing back the frontier of knowledge in the customer relationship management domain.Practical implicationsThis study unveils how firms can use the relationship marketing (RM) strategy to nurture and keep loyal customers and how to manage the supplier‐customer relationship in the banking sector.Originality/valueNot much is understood about the actual influences of the underpinnings of relationship marketing on customer loyalty from empirical evidence. This research would help organisations in evaluating the results of investments and sacrifices of the firm in building relationships with its customers.

Describes election observing by observer and monitoring groups who evaluate the legal and institutional context, the election campaign, polling and counting procedures, and transition to a new government. Concludes effective observing requires endorsement of the observers, a neutral role by government institutions supportive of observers, and private organisation collaboration in building on election monitoring capacity. GAW

Property rights are central to debates about natural resource policy. Governments traditionally have been seen as the appropriate custodians of natural resources for their citizens. More recently, many argue that privatization of property rights will ensure that users have incentives to manage their resources well. Common property, to the extent that it is discussed at all, is seen as leading to the tragedy of the commons. We evaluate these claims by assessing property rights & forest conditions in two private & three communal forests in Guatemala. Data on biological & social phenomena from five forests (151 plots) & their associated communities were collected using the International Forestry Resources & Institutions Research Program protocols. Ordinary least squares regression was used to analyze four models. We examined t-scores for differences in coefficients for the different models. The models demonstrate that de jure property rights are not a powerful predictor of variations among the sampled forests. We argue that de facto institutions & their enforcement are much more important than de jure property rights to forest management. Communities holding a forest in common can, under certain circumstances, create institutions to manage their resources as successfully as -- or more successfully than -- private owners. 5 Tables, 1 Figure, 29 References. Adapted from the source document.