Filotto, Umberto; Musile Tanzi, Paola; Saita, Francesco - In: International Journal of Bank Marketing 15 (1997) 1, pp. 13-21
Based on a wide survey of over 1,500 Italian customers, analyses both payment services and sales and private banking areas. In the former, human contact attributes of service prove to be overemphasized when customer satisfaction is observed. In the latter, technology seems extremely important in...