... affect customer relationship quality and customer loyalty, fraud prevention and its effective communication is an important topic for academic research. Germany Retail banks Customer relationship management Customer service management Fraud Banking fraud Customer loyalty © Emerald...

... services Customer service management Financial management Finland The next growth area for financial service providers (FSPs) is expected to be wealth management services for “ordinary” customers; that is, those with moderate wealth. For the purposes of this study, we understand wealth...

... of the study, the research methodology and the results of the various analysis steps are presented. In the following section, the main findings and further research activities are discussed. The paper ends with managerial conclusions. Banking Money Qualitative research Customer service management...

... service management Banking Retailing Mystery shoppers The purpose of our analysis is to determine how well the service attribute variables predict the outcome of shoppers indicating they would bank at a particular branch. Therefore, we looked at the sign and significance of each explanatory...

... in the parametric and non‐parametric models, their comparison and a discussion of the results are presented in the penultimate section. A summary of the study is given in the last section. © Emerald Group Publishing Limited 2007 Financial services Customer service management Economic fluctuations...

... and proactively developing relationships. By adapting internal process and culture to a customer‐centric one, that is shared across the group, banks can vastly improve the way they manage customer relationships and the returns from one of their greatest assets. Banking Customer service management Customer...