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The Impact of Customer Relationship Management Implementation on Cost and Profit Efficiencies: Evidence from the U.S. Commercial Banking Industry
cost efficiency customer relationship management profit efficiency stochastic frontier analysis
2011/9/28
The impact of customer relationship management (CRM) implementation on firm performance is an issue of considerable debate. This study examines the impact of CRM implementation on two metrics of firm ...
Measuring the Post-Adoption Customer Perception of Mobile Banking Services
liberalization internalization financial market progress banks face mobile banking users
2011/9/27
With liberalization and internalization in the financial market and progress in information technology, banks face dual competitive pressures to provide service quality and administrative efficiency. ...
Measuring customer quality in retail banking
CREDIT CARDS FINANCIAL DELINQUENCY LATENT VARIABLES LOAN DEFAULT PREDICTION
2011/9/27
The retail banking sector makes heavy use of statistical models to predict various aspects of customer behaviour. These models are built using data from earlier customers, but have several weaknesses....
SERVICE QUALITY, RELATIONSHIP QUALITY, AND CUSTOMER LOYALTY IN TAIWANESE INTERNET BANKS
customer loyalty Internet banking relationship quality service quality
2011/9/24
While deregulation of financial institutions has increased competition in the Taiwanese banking industry, the advent of e-commerce has provided business opportunities for consumer financing operations...
Customer Equity Sustainability Ratio: A New Metric for Assessing a Firm's Future Orientation
customer equity financial reporting sustainability securitization financial crisis customer equity
2011/8/20
Securitization is a remarkable financial instrument; it enables securitizers to increase their short-term profits at the expense of the long-term value of their customer base. This ability might be te...
Market Segmentation: A Tool for Improving Customer Satisfaction and Retention in Insurance Service Delivery
insurance market segmentation customer satisfaction
2011/6/1
This paper looks at the use of market segmentation as a tool for improving customer satisfaction in insurance service delivery. Insurance companies are always seeking alternative ways to improve the l...
The role of the web in improving customer input to the service/product development process: Brazilian cases
information technology internet virtual customer
2009/12/1
Nowadays, the economic scenario, sometimes identified as “The Digital Economy”(TAPSCOTT et al., 1996) or “Digital State”(MARTIN, 1997), is vastly known for the increasingly critical role played by Inf...
Customer Focus in UK e-Government: Or, Putting the Politics back into e-Government
e-government public services customer service
2008/11/11
The techniques and technologies of customer service, as introduced under the guise of e-government, have brought certain aspects of public service users into sharp focus, but at the expense of other ...
Customer protest: Exit, voice or negative word of mouth
voice word of mouth WOM exit satisfaction
2008/11/11
Of the three forms of protest the propensity of word of mouth (WOM) seems to be the most common, and the most exclusive form of protest seems to be exit. The propensity for voice lies in between. The...
Lifestyle changes and their influence on customer behavior
consumer behavior shopping-entertainment centre trade questionnaire research
2014/3/20
Globalization in trade, the continual expansion of the significant European and world-wide foreign trade networks into the countries of Middle and Eastern Europe and the rise in the number of sh...