...Hind Lebdaoui; Youssef Chetioui Purpose This paper aims to examine a model that uses customer service quality as an intervening mechanism in the relationship between customer relationship management (CRM) practices and organizational performance in two different banking structures: conventional...

...Kurmet Kivipõld; Maaja Vadi Purpose The aim of the study is to explore the relationship between organizational leadership capability and organizational performance in the context of market orientation in Estonian financial services organizations. Design/methodology/approach A total of eight...

... competitive methods results in above average organizational performance in the banking industry. Based on the theoretical foundation established by Porter (1980, 1985) , Day and Wensley (1988)   Miller (1992) , and Bharadwaj et al. (1993) , as well as prior research (Kim and Lim, 1988 ; Robinson...

... and findings suggest that the performance of expert assessment and peer assessment as performance measurement methods is similar. © MCB UP Limited 1993 Organizational performance Delphi method Financial services Marketing strategy Performance measurement United Kingdom CUSTOMERS, STRATEGY...

... to ensure that their internal organisational structure fits with the bank′s private banking strategy. © MCB UP Limited 1991 Banking Hong Kong Organizational performance Organizational structure Market segmentation MARKETING OF PRIVATE BANKING SERVICES IN HONG KONG 35 P rivate banking...

... Organizational performance Marketing strategy Qualitative methods United Kingdom MARKETING STRATEGY AND COMPANY PERFORMANCE 25 W hen performance is measured by peer evaluation, controlling costs and attracting wealthy customers are seen to be the best strategies. Marketing Strategy and Company Performance...

...-23. Bill Stephenson is an independent sales and marketing consultant with 17 years' experience of sales and sales management. Julia Kiely is a lecturer in Human Resource Management at Bournemouth Polytechnic. © MCB UP Limited 1991 Organizational performance Finance Sales promotion...