Modelling the impact of customer‐employee relationships on customer retention rates in a major UK retail bank

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.

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Year of publication:	1997
Authors:	Clark, Moira
Published in:	Management Decision. - MCB UP Ltd, ISSN 1758-6070, ZDB-ID 2023018-7. - Vol. 35.1997, 4, p. 293-301
Publisher:	MCB UP Ltd
Subject:	Banks \| Customer loyalty \| Employees \| Service climate \| Service quality \| United Kingdom

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Type of publication:	Article
Type of publication (narrower categories):	review
Language:	English
Other identifiers:	10.1108/00251749710169675 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014933823