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Service: the Competitive Edge in Banking

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References

1982The use of Focus Groups for Idea Generation: The Effects of Group Size, Acquaintanceship, and Moderator on Response Quantity and Quality557 cited

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1998Intra-organisational Aspects of Service Quality Management: The Employees’ Perspective73 cited
2004Are the determinants of bank loyalty brand specific?70 cited
2001Enhancing organizational performance in banks: a systematic approach69 cited
2016The Role of Internal Branding in the Delivery of Employee Brand Promise68 cited
2009Impact of Service Quality on Customer Loyalty, Commitment and Trust in the Indian Banking Sector64 cited
2008Customer‐employee relationship63 cited
2015Effect of internal branding on employee brand commitment and behavior in hospitality56 cited
2006Determinants of Ghanaian Bank Service Quality in a Universal Banking Dispensation43 cited
2000Perceptions of banking services in the wake of bank mergers: an empirical study39 cited
2011Strategic positioning and quality determinants in banking service36 cited
2015Service Quality Effects on Customer Satisfaction in Banking Industry35 cited
2000Postmodern marketing: research issues for retail financial services33 cited
2011Brands and service‐quality perception30 cited

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2010“One size doesn't fit all”: Tourism and hospitality employees' response to internal brand management14 cited

2017Developing and Testing a Methodological Approach to Assess the QWL in Retail Banks3 cited