Linking customer satisfaction with financial performance: an empirical study of Scandinavian banks

Autor:	Jan Eklöf, Aleksandra Malova, Olga Podkorytova
Rok vydání:	2018
Předmět:	Empirical research Financial performance 0502 economics and business 05 social sciences 050211 marketing Customer satisfaction Business Marketing General Business Management and Accounting 050203 business & management Loyalty business model
Zdroj:	Total Quality Management & Business Excellence. 31:1684-1702
ISSN:	1478-3371 1478-3363
DOI:	10.1080/14783363.2018.1504621
Popis:	It is generally assumed that increased satisfaction levels lead to improved financial performance. However, this assumed relationship is, by and large, still to be proven in a more general setting,...
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::6b449117f8ac292d962c052669b5257e https://doi.org/10.1080/14783363.2018.1504621 Zobrazit plný text záznamu