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Customer-focused Technology and Performance in Small and Large Banks

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  • Liebach Lüneborg, Johannes
  • Flohr Nielsen, Jørn

Abstract

Drawing on resource-based views on information systems impact, this study explores the path to relationship-marketing performance through the application of new technology in the broad sense. Based on survey data from 278 retail banks in Denmark, Finland, Norway and Sweden the paper analyzes differences due to size in the use of Internet-banking and customer-relationship management. The findings mainly indicate that the positive effects of using customer-focused technology are strongest in small banks. Large banks generally have the most sophisticated applications but they do not outperform small banks. Small banks seem to have reached a sufficient technological level through inter-firm cooperation.

Suggested Citation

  • Liebach Lüneborg, Johannes & Flohr Nielsen, Jørn, 2003. "Customer-focused Technology and Performance in Small and Large Banks," European Management Journal, Elsevier, vol. 21(2), pages 258-269, April.
    • Handle: RePEc:eee:eurman:v:21:y:2003:i:2:p:258-269
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    Citations

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    Cited by:

    1. Yi-Wen Fan & Edward Ku, 2008. "Customer focus, service process fit and customer relationship management profitability: the effect of knowledge sharing," The Service Industries Journal, Taylor & Francis Journals, vol. 30(2), pages 203-223, February.
    2. Tsung-Chi Liu & Li-Wei Wu, 2009. "Cross-buying evaluations in the retail banking industry," The Service Industries Journal, Taylor & Francis Journals, vol. 29(7), pages 903-922, July.
    3. Agostino, Deborah & Arnaboldi, Michela, 2012. "Design issues in Balanced Scorecards: The “what” and “how” of control," European Management Journal, Elsevier, vol. 30(4), pages 327-339.
    4. Alireza Shahraki & Samira khaniki, 2012. "Integration of Resources and Capabilities to Implement CRM: Case of Cooperative Development Bank," Journal of Economics and Behavioral Studies, AMH International, vol. 4(4), pages 194-203.
    5. Hui-Ming Deanna Wang & Foo Nin Ho, 2023. "The Effects of Information Technology in Retailer Performance and Survival: The Case of Store-Based Retailers," SAGE Open, , vol. 13(4), pages 21582440231, December.
    6. Dehghan Nejad, Omid, 2011. "Does customer relationship management matter in the banking system? the case of Iran," MPRA Paper 31478, University Library of Munich, Germany.
    7. Antonsen, Yngve, 2014. "The downside of the Balanced Scorecard: A case study from Norway," Scandinavian Journal of Management, Elsevier, vol. 30(1), pages 40-50.

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