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Customer retention in retail financial services: an employee perspective
16 references·10 citing·40 second hop
Customer retention in retail financial services: an employee perspective (2004)Customer retention in retail financial se…The Practice of Management (2012)The Practice of ManagementRelationship Marketing of Services Perspectives from 1983 and 2000 (2002)Relationship Marketing of Ser…The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)The Different Roles of Satisf…Value‐driven relational marketing: From products to resources and competencies (1997)Value‐driven relational marke…Towards a paradigm shift in marketing? An examination of current marketing practices (1997)Towards a paradigm shift in m…Relationship marketing as a paradigm shift: some conclusions from the 30R approach (1997)Relationship marketing as a p…Do Customer Loyalty Programs Really Work (1997)Do Customer Loyalty Programs …The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)The relationships of customer…The Impact of Service Quality and Service Characteristics on Customer Retention: Small Businesses and their Banks in the UK1 (1996)The Impact of Service Quality…LEARNING FROM CUSTOMER DEFECTIONS (1996)LEARNING FROM CUSTOMER DEFECT…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectEmpowering Service Employees (1995)Empowering Service EmployeesQuo Vadis, marketing? Toward a relationship marketing paradigm (1994)Quo Vadis, marketing? Toward …Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…Zero defections: quality comes to services. (1990)Zero defections: quality come…Strategies for diversification (1972)Strategies for diversificationRelationship Marketing and Customer Retention - A Systematic Literature Review (2023)Relationship Marketing and Cu…Is Customer Retention Beneficial for Customers: A Conceptual Background (2016)Is Customer Retention Benefic…Relationship marketing and the management of corporate image in the bank‐SME relationship (2011)Relationship marketing and th…Pengaruh Integrated Marketing Communication terhadap Brand Equity pada Sebuah Bank Pemerintah di Jakarta (2011)Pengaruh Integrated Marketing…The dyadic bank‐SME relationship (2009)The dyadic bank‐SME relations…Cross-buying evaluations in the retail banking industry (2009)Cross-buying evaluations in t…Znaczenie relacji z klientami w procesie kształtowania wartości przedsiębiorstwa (2008)Znaczenie relacji z klientami…Relationship quality and cross-buying in varying levels of category similarity and complexity (2008)Relationship quality and cros…Balances and accounts of online banking users: a study of two US financial institutions (2008)Balances and accounts of onli…A Survey of Customer Retention in the New Zealand Banking Industry (2006)A Survey of Customer Retentio…Brand Loyalty Vs. 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(1999)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Double Jeopardy Revisited (1990)Meaningful Brands from Meaningless Differentiation: The Dependence on Irrelevant Attributes (1994)The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France (2001)When Does Commitment Lead to Loyalty? (2003)"Migrating" to New Service Providers: Toward a Unifying Framework of Consumers' Switching Behaviors (2004)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Whence Consumer Loyalty? (1999)The Capabilities of Market-Driven Organizations (1994)Corporate Social Responsibility (1999)The Business Case for Corporate Social Responsibility: A Review of Concepts, Research and Practice (2010)Research on corporate diversification: A synthesis (1989)Strategic Alliances: A Synthesis of Conceptual Foundations (1995)The Fuzzy Front End of New Product Development for Discontinuous Innovations: A Theoretical Model (2004)E‐satisfaction and e‐loyalty: A contingency framework (2003)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)Intelligence Generation and Superior Customer Value (2000)Assessing the impact of organizational learning capability on product innovation performance: An empirical test (2007)Structured knowledge processes and firm performance: The role of organizational agility (2015)
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References

  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships4,897 cited
  • 2012The Practice of Management3,745 cited
  • 1995Why Satisfied Customers Defect2,226 cited
  • 1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study1,862 cited
  • 1972Strategies for diversification1,257 cited
  • 1997Do Customer Loyalty Programs Really Work1,043 cited
  • 1997Value‐driven relational marketing: From products to resources and competencies857 cited
  • 1995Empowering Service Employees809 cited
  • 1996LEARNING FROM CUSTOMER DEFECTIONS793 cited
  • 1994Quo Vadis, marketing? Toward a relationship marketing paradigm669 cited
  • 2002Relationship Marketing of Services Perspectives from 1983 and 2000488 cited
  • 1997Towards a paradigm shift in marketing? An examination of current marketing practices348 cited
  • 1997Relationship marketing as a paradigm shift: some conclusions from the 30R approach329 cited

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1996
The Impact of Service Quality and Service Characteristics on Customer Retention: Small Businesses and their Banks in the UK1
279 cited

Cited by

  • 2011Relationship marketing and the management of corporate image in the bank‐SME relationship55 cited
  • 2016Is Customer Retention Beneficial for Customers: A Conceptual Background52 cited
  • 2006A Survey of Customer Retention in the New Zealand Banking Industry51 cited
  • 2023Relationship Marketing and Customer Retention - A Systematic Literature Review48 cited
  • 2008Znaczenie relacji z klientami w procesie kształtowania wartości przedsiębiorstwa38 cited
  • 2009The dyadic bank‐SME relationship32 cited
  • 2009Cross-buying evaluations in the retail banking industry27 cited
  • 2008Relationship quality and cross-buying in varying levels of category similarity and complexity26 cited
  • 2011Pengaruh Integrated Marketing Communication terhadap Brand Equity pada Sebuah Bank Pemerintah di Jakarta14 cited
  • 2008Balances and accounts of online banking users: a study of two US financial institutions13 cited