Intense competition from alternative financial service providers and evolving customer expectations have presented formidable challenges to the banking sector's quest for customer retention and profitability. On this account, this paper delves into the dynamics of customer satisfaction in the...

Although new technologies are still at a rudimentary stage, they are the foundation of an emerging generation of information systems which will change the traditional mass-marketing approach ...

The focus of this dissertation lies on the brand personality (BP) and the brand relationship concept. They represent two particularly important measures of brand equity. And more importantly, both concepts still lack a comprehensive understanding. Hence, this dissertation provides deeper insight...

Predicting a customer´s future behavior could provide many opportunities fora firm to manage its customer relationships. It could decide whether to concentrate on those customers who have a long predicted lifetime value or on those who are already high-value customers.[...]