Customer satisfaction and competencies

OPEN ARCHIVE

Union Jack
Dannebrog

Customer satisfaction and competencies

Show simple item record

dc.contributor.author Gritti, Paola en_US
dc.contributor.author Foss, Nicolai J. en_US
dc.date.accessioned 2009-02-04T10:27:27Z
dc.date.available 2009-02-04T10:27:27Z
dc.date.issued 2007-10-19T00:00:00Z en_US
dc.identifier.isbn 9788791815119 en_US
dc.identifier.uri http://hdl.handle.net/10398/7484
dc.description.abstract We empirically address how customer satisfaction and loyalty in the banking industry may affect profitability. This helps to identify the strategy and competencies necessary to benefit from customer relationships which are important sources for improved performance in the banking. We do this by analyzing data collected on 2,105 customers of 118 branches of one of the biggest banks of an Italian banking group. We find that customer satisfaction impacts loyalty, which in turn has a direct effect on financial and non-financial customer value/total customer value/complex customer value. Moreover, loyalty is a mediator between financial and not-financial customer value and two sources of customer satisfaction, namely relationships with the front office and the branch, on the one hand, and the products offered, on the other. en_US
dc.format.extent 27 en_US
dc.language eng en_US
dc.relation.ispartofseries Working paper;10-2007 en_US
dc.title Customer satisfaction and competencies en_US
dc.type wp en_US
dc.accessionstatus modt07okt19 nijemo en_US
dc.contributor.corporation Copenhagen Business School. CBS en_US
dc.contributor.department Center for Strategi og Globalisering en_US
dc.contributor.departmentshort SMG en_US
dc.contributor.departmentuk Center for Strategic Management and Globalization en_US
dc.contributor.departmentukshort SMG en_US
dc.idnumber 9788791815119 en_US
dc.publisher.city København en_US
dc.publisher.year 2007 en_US
dc.title.subtitle An econometric study of an Italian bank en_US


Creative Commons License This work is licensed under a Creative Commons License.

Files Size Format View
cbs forskningsindberetning smg 113.pdf 212.1Kb PDF View/Open

This item appears in the following Collection(s)

Show simple item record