Long-term impact of increasing customer satisfaction on bank revenue
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References listed on IDEAS
- Ittner, CD & Larcker, DF, 1998. "Are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction," Journal of Accounting Research, Wiley Blackwell, vol. 36, pages 1-35.
- Santomero, Anthony M, 1984. "Modeling the Banking Firm: A Survey," Journal of Money, Credit and Banking, Blackwell Publishing, vol. 16(4), pages 576-602, November.
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More about this item
Keywords
bank customer satisfaction; bank revenue; individual level; time lags bank customer satisfaction; bank revenue; individual level; time lags;All these keywords.
JEL classification:
- D14 - Microeconomics - - Household Behavior - - - Household Saving; Personal Finance
- D22 - Microeconomics - - Production and Organizations - - - Firm Behavior: Empirical Analysis
- G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
- M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
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