Similar Search Results

The effects of customer voice on hotel performance

Assaf, A. Georges; Josiassen, Alexander; Cvelbar, … - In: International journal of hospitality management 44 (2015), pp. 77-83

Persistent link: https://www.econbiz.de/10010501234

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

Baksi, Arup Kumar; Parida, Bivraj Bhusan - In: Paradigm : the journal of Institute of Management Technology 16 (2012) 1, pp. 51-69

Persistent link: https://www.econbiz.de/10011758502

Management customer complaints and performance : banks, be careful!

Cotugno, Matteo; Stefanelli, Valeria - In: Journal of management & governance 27 (2023) 1, pp. 371-412

Persistent link: https://www.econbiz.de/10014259057

A study of the relationship between total quality management and business performance in the banking sector

Tagger, Sukhjinder Singh; Gupta, Munish - In: International journal of business competition and … 7 (2020) 2, pp. 118-132

Persistent link: https://www.econbiz.de/10012506221

Exploring the relationship between customer loyalty and financial performance of banks : customer open innovation perspective

Ur Rashid, Md. Harun; Nurunnabi, Mohammad; Mahfuzur Rahman - In: Journal of open innovation : technology, market, and … 6 (2020) 4/108, pp. 1-19

statistical techniques, including exploratory factor analysis, reliability testing, and regression analysis were used to … depends on many other financial and non-financial factors, rather than customer loyalty. …

Persistent link: https://www.econbiz.de/10012297683

CRM/e-CRM effects on banks performance and customer-bank relationship quality

Al-Refaie, Abbas; AL Tahat, Mohammad D.; Bata, Nour - In: International journal of enterprise information systems … 10 (2014) 2, pp. 62-80

Persistent link: https://www.econbiz.de/10010407872

FinTech and commercial banks' performance in China : a leap forward or survival of the fittest?

Chen, Xihui; You, Xuyuan; Chang, Victor - In: Technological forecasting & social change : an … 166 (2021), pp. 1-12

Persistent link: https://www.econbiz.de/10012693355

Reputation of public organizations : what dimensions are crucial?

Meirinhos, Galvão; Bessa, Maximino; Leal, Carmem Pereira; … - In: Administrative Sciences : open access journal 12 (2022) 4, pp. 1-19

This paper explores the relationships among variables and determines the influences of dimensions (i.e., municipal satisfaction, organizational performance, perceived quality, contestations and complaints of the municipal executive) on the notoriety, image, and reputation (NIR) of municipal...

Persistent link: https://www.econbiz.de/10013470575

Impact of reputation on hospitality profitability : impact of service failure online exposure on revenue performance : evidence from the hotel industry in China

Wang, Zhisheng; Lin, Xiang; Li, Huiying - In: Tourism review 78 (2023) 6, pp. 1387-1413

Persistent link: https://www.econbiz.de/10014511596

Service quality, service recovery, and financial performance: An analysis of the US airline industry

Sim, Khim Ling; Song, Chang Joon; Killough, Larry N. - In: Advances in management accounting : Volume 18, (pp. 27-53). 2010

This study on the airline industry covers the period from 1990 to 2006 and finds that “complaints” is a leading indicator of future financial performance as measured by return on sales (ROS) one-quarter ahead. Results also indicate that this effect persists into longer-term future...

Persistent link: https://www.econbiz.de/10015380983