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Measuring Customer Relationships: The Case of the Retail Banking Industry

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  1. G. E. Fruchter & S. P. Sigué, 2009. "Social Relationship and Transactional Marketing Policies—Maximizing Customer Lifetime Value," Journal of Optimization Theory and Applications, Springer, vol. 142(3), pages 469-492, September.
  2. Terpstra, Maarten & Verbeeten, Frank H.M., 2014. "Customer satisfaction: Cost driver or value driver? Empirical evidence from the financial services industry," European Management Journal, Elsevier, vol. 32(3), pages 499-508.
  3. Peecher, Mark E. & Schwartz, Rachel & Solomon, Ira, 2007. "It's all about audit quality: Perspectives on strategic-systems auditing," Accounting, Organizations and Society, Elsevier, vol. 32(4-5), pages 463-485.
  4. Chow, Clement Kong Wing, 2014. "Customer satisfaction and service quality in the Chinese airline industry," Journal of Air Transport Management, Elsevier, vol. 35(C), pages 102-107.
  5. Claire Senot & Aravind Chandrasekaran & Peter T. Ward & Anita L. Tucker & Susan D. Moffatt-Bruce, 2016. "The Impact of Combining Conformance and Experiential Quality on Hospitals’ Readmissions and Cost Performance," Management Science, INFORMS, vol. 62(3), pages 829-848, March.
  6. Jan Bouwens & Peter Kroos, 2017. "The Interplay Between Forward-Looking Measures and Target Setting," Management Science, INFORMS, vol. 63(9), pages 2868-2884, September.
  7. Yee, Rachel W.Y. & Yeung, Andy C.L. & Edwin Cheng, T.C., 2010. "An empirical study of employee loyalty, service quality and firm performance in the service industry," International Journal of Production Economics, Elsevier, vol. 124(1), pages 109-120, March.
  8. Margaret A. Abernethy & Jan Bouwens & Laurence Van Lent, 2013. "The Role of Performance Measures in the Intertemporal Decisions of Business Unit Managers," Contemporary Accounting Research, John Wiley & Sons, vol. 30(3), pages 925-961, September.
  9. Tarek Ben Rhouma & Georges Zaccour, 2018. "Optimal Marketing Strategies for the Acquisition and Retention of Service Subscriber," Management Science, INFORMS, vol. 64(6), pages 2609-2627, June.
  10. Eva Blömeke & Michel Clement, 2009. "Selektives Demarketing — Management von unprofitablen Kunden," Schmalenbach Journal of Business Research, Springer, vol. 61(7), pages 804-835, November.
  11. Blattberg, Robert C. & Malthouse, Edward C. & Neslin, Scott A., 2009. "Customer Lifetime Value: Empirical Generalizations and Some Conceptual Questions," Journal of Interactive Marketing, Elsevier, vol. 23(2), pages 157-168.
  12. Siqing Shan & Cangyan Li & Wei Yao & Jihong Shi & Jie Ren, 2014. "An Empirical Study on Critical Factors Affecting Employee Satisfaction," Systems Research and Behavioral Science, Wiley Blackwell, vol. 31(3), pages 447-460, May.
  13. Steven, Adams B. & Dong, Yan & Dresner, Martin, 2012. "Linkages between customer service, customer satisfaction and performance in the airline industry: Investigation of non-linearities and moderating effects," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 48(4), pages 743-754.
  14. Rajiv Banker & Yi Liang & Narayan Ramasubbu, 2021. "Technical Debt and Firm Performance," Management Science, INFORMS, vol. 67(5), pages 3174-3194, May.
  15. Eriksson, Kent & Hermansson, Cecilia & Jonsson, Sara, 2019. "The viability of the bank advisory service business model - effects of customers' trust, satisfaction and loyalty on client-level performance," Working Paper Series 19/4, Royal Institute of Technology, Department of Real Estate and Construction Management & Banking and Finance.
  16. Luv Sharma & Aravind Chandrasekaran & Elliot Bendoly, 2020. "Does the Office of Patient Experience Matter in Improving Delivery of Care?," Production and Operations Management, Production and Operations Management Society, vol. 29(4), pages 833-855, April.
  17. Michal Matv{e}jka & Kenneth A. Merchant & Wim A. Van der Stede, 2009. "Employment Horizon and the Choice of Performance Measures: Empirical Evidence from Annual Bonus Plans of Loss-Making Entities," Management Science, INFORMS, vol. 55(6), pages 890-905, June.
  18. Lun, Y.H. Venus & Shang, Kuo-chung & Lai, Kee-hung & Cheng, T.C.E., 2016. "Examining the influence of organizational capability in innovative business operations and the mediation of profitability on customer satisfaction: An application in intermodal transport operators in ," International Journal of Production Economics, Elsevier, vol. 171(P2), pages 179-188.
  19. Chow, Clement Kong Wing, 2015. "On-time performance, passenger expectations and satisfaction in the Chinese airline industry," Journal of Air Transport Management, Elsevier, vol. 47(C), pages 39-47.
  20. Marcos Singer & Patricio Donoso & Alan Scheller-Wolf, 2008. "Una Introducción A La Teoría De Colas Aplicada A La Gestión De Servicios," Abante, Escuela de Administracion. Pontificia Universidad Católica de Chile., vol. 11(2), pages 93-120.
  21. Eisenberg, Paul, 2016. "Performance Measurement and Management Promotion through Non-Financial Measures: A Management Accounting Perspective," MPRA Paper 75409, University Library of Munich, Germany, revised 02 Aug 2016.
  22. Tahir, Muhammad & Ibrahim, Salma & Nurullah, Mohamed, 2019. "Getting compensation right - The choice of performance measures in CEO bonus contracts and earnings management," The British Accounting Review, Elsevier, vol. 51(2), pages 148-169.
  23. Arbore, Alessandro & Busacca, Bruno, 2009. "Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances," Journal of Retailing and Consumer Services, Elsevier, vol. 16(4), pages 271-280.
  24. Susanna Gallani & Takehisa Kajiwara & Ranjani Krishnan, 2020. "Value of new performance information in healthcare: evidence from Japan," International Journal of Health Economics and Management, Springer, vol. 20(4), pages 319-357, December.
  25. Qintao Fan & Wei Li, 2018. "Leading indicator variables and managerial incentives in a dynamic agency setting," Review of Accounting Studies, Springer, vol. 23(4), pages 1715-1753, December.
  26. Susanna Gallani & Takehisa Kajiwara & Ranjani Krishnan, 2015. "Does Mandatory Measurement and Peer Reporting Improve Performance?," Harvard Business School Working Papers 16-018, Harvard Business School, revised Mar 2017.
  27. Dorothea Wahyu Ariani, 2015. "Employee Satisfaction and Service Quality: Is There Relations?," International Journal of Business Research and Management (IJBRM), Computer Science Journals (CSC Journals), vol. 6(3), pages 33-44, September.
  28. de Aguiar, Andson Braga & Pinheiro, Paulo Natal & Oyadomari, José Carlos Tiomatsu, 2014. "How do different performance measures affect managerial time orientation? Empirical evidence from sales managers in the oil and gas industry," Advances in accounting, Elsevier, vol. 30(1), pages 143-153.
  29. Steven Crawford & Ying Huang & Ningzhong Li & Ziyun Yang, 2020. "Customer Concentration and Public Disclosure: Evidence from Management Earnings and Sales Forecasts†," Contemporary Accounting Research, John Wiley & Sons, vol. 37(1), pages 131-159, March.
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