Customer perception measures driving financial performance : theoretical and empirical work for a large decentralized banking group
Jan Eklof, Katerina Hellstrom, Aleksandra Malova, Johan Parmler and Olga Podkorytova
| Year of publication: |
2017
|
|---|---|
| Authors: | Eklöf, Jan A. ; Hellstrom, Katerina ; Malova, Aleksandra ; Parmler, Johan ; Podkorytova, Olga |
| Published in: |
Measuring business excellence : the journal of organizational performance management. - Bingley : Emerald Group Publ., ISSN 1368-3047, ZDB-ID 2038133-5. - Vol. 21.2017, 3, p. 239-249
|
| Subject: | Customer satisfaction | Decentralized management | Non-financial performance monitoring | Service metrics | Kundenzufriedenheit | Performance-Messung | Performance measurement | Unternehmenserfolg | Firm performance | Beziehungsmarketing | Relationship marketing | Dezentralisierung | Decentralization |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/MBE-12-2016-0059 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011797985