A Brazilian experience of customer retention and its key drivers in banking service rendering
Year of publication: |
October-December 2015
|
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Authors: | Milan, Gabriel Sperandio ; Toni, Deonir de ; Barcellos, Paulo Fernando Pinto ; Dorion, Eric Charles Henri ; Bebber, Suélen |
Published in: |
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction. - Binghamton, NY : Haworth Press, ISSN 1533-2667, ZDB-ID 2126179-9. - Vol. 14.2015, 4, p. 269-286
|
Subject: | banking service | customer retention | customer satisfaction | trust | value | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Brasilien | Brazil | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Bankgeschäft | Banking services | Finanzdienstleistung | Financial services | Privatkundengeschäft | Personal banking | Bank | Electronic Banking | Electronic banking |
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