Quality and customer relationship management (CRM) as competitive strategy in the Swedish banking industry

[Springer Texts in Business and Economic

[Springer Texts in Business and Economics] Customer Relationship Management || Implementing the CRM Strategy

✍ Kumar, V.; Reinartz, Werner 📂 Article 📅 2012 🏛 Springer Berlin Heidelberg ⚖ 588 KB

[Management for Professionals] Customer

[Management for Professionals] Customer Relationship Management in the Financial Industry || Main Benefits and Organizational Impacts of CRM Within the Bank

✍ Rajola, Federico 📂 Article 📅 2013 🏛 Springer Berlin Heidelberg 🌐 German ⚖ 122 KB

An integrated view of IT and business processes through extended IT governance allows financial institutions to innovate operations which improve business and organizational performance. However, financial institutions still face challenges with CRM systems in delivering expected results due to lack

Total quality management and work organi

Total quality management and work organization: Relationship between quality management strategies and work organization in Swedish industrial companies

✍ Lars Bengtsson; Martin Ljungström 📂 Article 📅 1998 🏛 John Wiley and Sons 🌐 English ⚖ 110 KB 👁 1 views

This article examines the relationship between quality management strategies and changes of work and work organization in industrial companies. Nine case studies in Sweden show that companies whose aim is total quality practice three different quality strategies characterized by detailed control, mo

[Management for Professionals] Customer

[Management for Professionals] Customer Relationship Management in the Financial Industry || IT is Business: Some Emerging Reflections and IT Governance of CRM Projects

✍ Rajola, Federico 📂 Article 📅 2013 🏛 Springer Berlin Heidelberg 🌐 German ⚖ 567 KB

An integrated view of IT and business processes through extended IT governance allows financial institutions to innovate operations which improve business and organizational performance. However, financial institutions still face challenges with CRM systems in delivering expected results due to lack

The 19th International Conference on Ind

The 19th International Conference on Industrial Engineering and Engineering Management || An Analysis and Empirical Study of the Impact of Customer Relationship Quality on Repurchase Intention in Online Shopping Context

✍ Qi, Ershi; Shen, Jiang; Dou, Runliang 📂 Article 📅 2013 🏛 Springer Berlin Heidelberg 🌐 German ⚖ 163 KB

The International Conference on Industrial Engineering and Engineering Management is sponsored by the Chinese Industrial Engineering Institution, CMES, which is the only national-level academic society for Industrial Engineering. The conference is held annually as the major event in this arena. Bein

[IEEE 2012 9th International Conference

[IEEE 2012 9th International Conference on Service Systems and Service Management (ICSSSM 2012) - Shanghai, China (2012.07.2-2012.07.4)] ICSSSM12 - Research on the relationship between group-purchasing service quality and customer loyalty in hotel industry

✍ Zhou, Yaqing; Wu, Yue 📂 Article 📅 2012 🏛 IEEE ⚖ 220 KB