Linking customer satisfaction with financial performance: an empirical study of Scandinavian banks

2018112 citationsJournal Articlebronze Open Access

Authors

Jan Eklöf · Stockholm School of Economics

Olga Podkorytova · St Petersburg University

Aleksandra Malova · St Petersburg University

Abstract

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Topics & Keywords

Customer Service Quality and Loyalty Consumer Retail Behavior Studies Technology Adoption and User Behaviour

Publication Details

Published in: Total Quality Management & Business Excellence

Volume 31, Issue 15-16, pp. 1684-1702

DOI: 10.1080/14783363.2018.1504621

Field-Weighted Citation Impact: 10.58

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Linking customer satisfaction with financial performance: an empirical study of Scandinavian banks

Authors

Abstract

Topics & Keywords

Publication Details