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Kundenbindungssysteme für Kreditinstitute : der Zusammenhang von Kundenorientierung, Dienstleistungsqualität und Beschwerdemanagement
Richter-Mundani, Stefan - 1999
Persistent link: https://www.econbiz.de/10000168439
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Aktives Beschwerde-Management als Instrument der Kundenbindungsstrategie eines Finanzdienstleisters
Leuteritz, Anja - In: Krisenkommunikation : 5. Dresdner Kolloquium an der …, (pp. 203-214). 2003
Persistent link: https://www.econbiz.de/10002063660
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Analyse des Nachkaufverhaltens als Folge der Zufriedenheit mit Finanzdienstleistungen
Breyer, Martin - 1998
Persistent link: https://www.econbiz.de/10000646036
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Servicepolitik als Mittel zur Erhöhung der Kundenzufriedenheit und -bindung in Banken
Brinkmann, Thomas - 1998
Persistent link: https://www.econbiz.de/10013444962
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Explaining customer satisfaction with complaint handling
Varela Neira, Concepción; Vázquez Casielles, Rodolfo; … - In: The international journal of bank marketing : IJBM 28 (2010) 2, pp. 88-112
Persistent link: https://www.econbiz.de/10008696425
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Explaining consumer complaining behaviour in double deviation scenarios : the banking services
Casado-Díaz, Ana B.; Nicolau-Gonzálbez, Juan L. - In: The service industries journal 29 (2009) 11/12, pp. 1659-1668
Persistent link: https://www.econbiz.de/10003928652
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Do ongoing relationships buffer the effects of service recovery on customers̕ trust and loyalty?
Santos, Cristiane Pizzutti dos; Basso, Kenny - In: The international journal of bank marketing : IJBM 30 (2012) 3, pp. 168-192
Persistent link: https://www.econbiz.de/10009553733
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Consumer trust relations with payment cards and banks : an exploratory study
Koivunen, Tuija; Tuorila, Helena - In: International journal of consumer studies 39 (2015) 2, pp. 85-93
Persistent link: https://www.econbiz.de/10011299586
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Considering the continuity of payments for customers in a bank's recovery or resolution
Carter, Emma - In: Quarterly bulletin / Bank of England 52 (2012) 2, pp. 147-153
Persistent link: https://www.econbiz.de/10009728866
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Customer reactions to service failure and recovery in the banking industry : the influence of switching costs
Matos, Celso Augusto de; Henrique, Jorge Luiz; Rosa, … - In: The journal of services marketing 27 (2013) 7, pp. 526-538
Persistent link: https://www.econbiz.de/10010231177