.../approach Data were collected through a survey using a structured questionnaire from 350 customers of commercial banks in Bangladesh. Findings The key finding is that all CRM components (customer orientation, customer advocacy and customer knowledge) except customer engagement have positive impact...

... and innovation were examined in this study to evaluate how these factors affect customer loyalty in a wealth management context. The authors evaluated customer advocacy, relationship quality, and relationship value as mediating variables, and formulated six hypotheses. Data were collected using a questionnaire...