Exploring the moderating effects of relationship inertia and switching cost on automated service quality-customer statisfaction-retention link in a CRM ecosystem : empirical evidence from Indian banking industry
Dr. Arup Kumar Baksi, Prof. (Dr.) Bivraj Buhsan Parida
| Year of publication: |
January 2012
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| Authors: | Baksi, Arup Kumar ; Parida, Bivraj Bhusan |
| Published in: |
Paradigm : the journal of Institute of Management Technology. - Ghaziabad : IMT, ISSN 0971-8907, ZDB-ID 1420854-4. - Vol. 16.2012, 1, p. 51-69
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| Subject: | customer relationship management | satisfaction | retention | inertia | switching cost | performance | bank | Beziehungsmarketing | Relationship marketing | Bank | Wechselverhalten | Switching behaviour | Indien | India | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Lieferantenmanagement | Supplier relationship management | Unternehmenserfolg | Firm performance | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011758502