Exploring the myth of customer relationship management

Purpose - The paper aims to explore the relationship between customer satisfaction and branch profitability within the UK retail-banking sector.Design methodology approach - A survey is conducted within one UK bank, providing access to national customer survey data, and access to branch managers and...

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Veröffentlicht in:	Journal of applied accounting research 2008-09, Vol.9 (2), p.97-111
Hauptverfasser:	Smith, Malcolm, Lakhani, Sangeeta
Format:	Artikel
Sprache:	eng
Schlagworte:	Banking Customer loyalty Customer relations Customer satisfaction
Online-Zugang:	Volltext
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