Customer perception measures driving financial performance : theoretical and empirical work for a large decentralized banking group
Year of publication: |
2017
|
---|---|
Authors: | Eklöf, Jan A. ; Hellstrom, Katerina ; Malova, Aleksandra ; Parmler, Johan ; Podkorytova, Olga |
Published in: |
Measuring business excellence : the journal of organizational performance management. - Bingley : Emerald Group Publ., ISSN 1368-3047, ZDB-ID 2038133-5. - Vol. 21.2017, 3, p. 239-249
|
Subject: | Customer satisfaction | Decentralized management | Non-financial performance monitoring | Service metrics | Kundenzufriedenheit | Performance-Messung | Performance measurement | Unternehmenserfolg | Firm performance | Dezentralisierung | Decentralization |
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