M.S.

Customer Relationship Management (CRM) is not a new topic, but the advent of technologybased CRM solutions has enabled companies to deal better on an individual level andmore efficiently with their large customer base. Seeing the benefits of this competitiveadvantage many companies have...

In spite of the rapid growth and internalization of banking services in particular, managers first need to correctly identify the antecedents of what the local consumer perceives as service quality and its link to service climate, thus the strengths of this relationship would be beneficial as a...

In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee...

Thesis (DBA(DoctorateofBusinessAdministration)--University of South Australia, 2005.

This paper presents some significant empirical findings about the role of switching cost and alternative attractiveness in developing the long-term relationship between the client and the service-provider in personal financial planning services. Considering switching costs and alternative...

Since the early 1980s there has been a growing interest globally in service quality, driven by the supposition that high service quality will lead to more satisfied customers. Satisfied customers will remain loyal and spread positive word-of-mouth advertising, and therefore improving service...