Munari, Luciano; Ielasi, Federica; Bajetta, Luisa - In: Qualitative Research in Financial Markets 5 (2013) June, pp. 139-160
Purpose – The purpose of this paper is to present the results of a survey that aimed to analyse the state of organisational and operative evolution of the functions and activities overseeing customer satisfaction in Italian banks. Design/methodology/approach – The research was conducted by...
