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...

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...

Over the past two decades the banking industry has undergone profound changes; these have affected not only the performance of banks themselves, but also the overall structure of the relationships that constitute their organization and allow them to exist and do business. In this perspective, it...