Modelling the impact of customer‐employee relationships on customer retention rates in a major UK retail bank
Moira Clark
(Cranfield School of Management, Cranfield University, Cranfield, UK)
5059
Abstract
Concerned with modelling the impact of customer‐employee relationships on customer retention rates in a major UK retail bank. Reveals that employee and customer perceptions of service quality are related to customer retention rates and that employee and customer perceptions of service quality are related to each other.
Keywords
Citation
Clark, M. (1997), "Modelling the impact of customer‐employee relationships on customer retention rates in a major UK retail bank", Management Decision, Vol. 35 No. 4, pp. 293-301. https://doi.org/10.1108/00251749710169675
Publisher
:MCB UP Ltd
Copyright © 1997, MCB UP Limited