| Autor: |
Jean Perrien, Kenneth Blanchard, Kamilia Bahia, François Marticotte |
| Rok vydání: |
2000 |
| Předmět: |
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| Zdroj: |
Services Marketing Quarterly. 21:43-57 |
| ISSN: |
1533-2969 |
| DOI: |
10.1080/15332969.2000.9985418 |
| Popis: |
The objective of this paper is to develop a better understanding of the factors associated with nurturing relationships between relationship managers and their clients in the banking industry. The Nominal Group Technique and a content analytical approach were both used to respectively collect and interpret the data. Results found the nurturing of relationships to be endogenous and asymmetrical in nature. The consequence is a personal, individualistic process maintained on behalf of the bank. The complexity associated with managing commercial portfolios requires commercial account managers to be more involved with their clients in the nurturing process than retail branch managers. |
| Databáze: |
OpenAIRE |
| Externí odkaz: |
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