Search for dissertations about: "customer service bank"

Showing result 1 - 5 of 6 swedish dissertations containing the words customer service bank.

2. 1. A mobile bank application loyalty model : The young bank customer perspective

   Author : Mustafa Nourallah; Peter Öhman; Pejvak Oghazi; Mittuniversitetet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; loyalty antecedents; usability; service quality; customer satisfaction; loyalty; consequences of loyalty; young bank customers; mobile bank applications; Sweden.;

   Abstract : This thesis investigates young bank customer (YBC) perceptions of loyalty in the context of mobile bank applications (MBAs), including loyalty antecedents and the consequences of loyalty. A first study investigates the relationships between cognitive, affective, and conative antecedents, on one hand, and loyalty, on the other. READ MORE

4. 2. Credit Intelligence in Banks - Managing Credit Relationships with Small Firms

   Author : Katarina Svensson Kling; Företagsekonomiska institutionen; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; small firm; service; network; interaction; decision style; information management; relationship; Credit management; credit intelligence; bank; Management of enterprises; Företagsledning; management;

   Abstract : The competition in the banking industry has during the last decades been intensified resulting in smaller interest margins. As a consequence, the resources spent on each credit customer have had to be decreased, resulting in less interaction and a perceived limited access to valuable information. READ MORE

5. 3. Determinants in the adoption of a customer relationship management system : a study among bank managers

   Author : Joseph Vella; Victoria Crittenden; Luleå tekniska universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Industriell marknadsföring; Industrial Marketing; Elektronisk handel; Electronic Commerce;

   Abstract : Customer relationship management, better known as CRM, has become synonymous with business practices nowadays. Technology advancement has made it both possible and feasible for organizations to develop individual and intimate business relationships with their customers, irrespective of the size of their customer base or geographic dispersion. READ MORE

6. 4. Technology-based service experiences : A study of the functional and emotional dimensions in telecom services

   Author : Sara Sandström; Bo Edvardsson; Per Kristensson; Peter Magnusson; Amjad Hadjikhani; Karlstads universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Business studies; Företagsekonomi; Business Administration; Företagsekonomi;

   Abstract : As technology is invading the society of millions of people around the world today, more and more people are affected in their daily life by services such as Internet bank services, e-commerce, telecom services and ATM machines. Technical advances are providing new possibilities and solutions to many different customer needs. READ MORE

7. 5. Technology-based self-service and its impact on service firm performance : a resource-based perspective

   Author : Jinhui Wang; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Industriell marknadsföring; Industrial Marketing;

   Abstract : Improving productivity is crucial for service firms to be competitive. To have customers perform certain tasks normally undertaken by employees is an important means to achieving this objective. With the aid of technology, the scale and scope of self-service has significantly increased in recent years. READ MORE