Original paper

Contact management and customer loyalty

Volume: 8, Issue: 1, Pages: 71 - 78
Published: Aug 1, 2003
Abstract
This paper is concerned with examining how contact management influences customer loyalty in the retail banking industry. The concept of contact management is explored and developed with reference to the literature on retention, service quality and loyalty. Customer experiences with contacting their bank and their intentions were obtained by means of an online survey, in which consumers were asked about their points of contact with their banks...
Paper Details
Title
Contact management and customer loyalty
Published Date
Aug 1, 2003
Volume
8
Issue
1
Pages
71 - 78
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