| 855088 |
Customer perceptions of service quality in the banking sector of a developing economy: a critical analysis
G.S. Sureshchandar, Chandrasekharan Rajendran, R.N. Anantharaman
(pp. 233-242)
Keywords:
Banking,
Critical success factors,
India,
Quality,
Services
ArticleType: Research paper
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(107 KB)
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| 855089 |
Clients’ characteristics and marketing of products: some evidence from a financial institution
Karmele Fernández-Aguirre, Inmaculada Gallastegui-Zulaica, Juan Ignacio Modroño-Herrán, Vicente Núñez-Antón
(pp. 243-254)
Keywords:
Cluster analysis,
Customer profiling,
Database marketing,
Financial institutions,
Marketing policy
ArticleType: Research Paper
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(210 KB)
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| 855090 |
Antecedents and outcomes of service recovery performance: an empirical study of frontline employees in Turkish banks
Ugur Yavas, Osman M. Karatepe, Turgay Avci, Mehmet Tekinkus
(pp. 255-265)
Keywords:
Banking,
Employees’ attitudes,
Job satisfaction,
Service operations,
Turkey
ArticleType: Research Paper
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(172 KB)
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| 855091 |
Assessing the importance of the development activities for successful new services: does innovativeness matter?
Spiros P. Gounaris, Paulina G. Papastathopoulou, George J. Avlonitis
(pp. 266-279)
Keywords:
Financial services,
Innovation,
Service delivery,
Service improvements
ArticleType: Research Paper
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(159 KB)
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