Munari, Luciano; Ielasi, Federica; Bajetta, Luisa - In: Qualitative Research in Financial Markets 5 (2013) June, pp. 139-160
organisational and operative evolution of the functions and activities overseeing customer satisfaction in Italian banks. Design …/methodology/approach – The research was conducted by questionnaire, to which 92 banks responded, representative of 77 per cent of the total … processes within the banks surveyed. The authors found that in these banks customer satisfaction is no longer a staff activity …
