A Brazilian experience of customer retention and its key drivers in banking service rendering
Gabriel Sperandio Milan, Deonir De Toni, Paulo Fernando Pinto Barcellos, Eric Charles Henri Dorion, and Suélen Bebber (Department of Business Administration, University of Caxias do Sul, Caxias do Sul, Brazil)
| Year of publication: |
October-December 2015
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|---|---|
| Authors: | Milan, Gabriel Sperandio ; Toni, Deonir de ; Barcellos, Paulo Fernando Pinto ; Dorion, Eric Charles Henri ; Bebber, Suélen |
| Published in: |
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction. - Binghamton, NY : Haworth Press, ISSN 1533-2667, ZDB-ID 2126179-9. - Vol. 14.2015, 4, p. 269-286
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| Subject: | banking service | customer retention | customer satisfaction | trust | value | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Brasilien | Brazil | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Privatkundengeschäft | Personal banking | Bankgeschäft | Banking services | Bank | Finanzdienstleistung | Financial services | Vertrauen | Confidence |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/15332667.2015.1091636 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011412348