Linking customer satisfaction with financial performance: an empirical study of Scandinavian banks-Reference-Cited by-同舟云学术

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

Published:2018-08-06 Issue:15-16 Volume:31 Page:1684-1702
ISSN:1478-3363
Container-title:Total Quality Management & Business Excellence
language:en
Short-container-title:Total Quality Management & Business Excellence

Author:

Eklof Jan¹,Podkorytova Olga²³^ORCID,Malova Aleksandra²^ORCID

Affiliation:

1. Stockholm School of Economics, Stockholm, Sweden

2. Faculty of Economics, Saint-Petersburg State University, St. Petersburg, Russia

3. Department of Economics, European University at St. Petersburg, St. Petersburg, Russia

Publisher

Informa UK Limited

Subject

General Business, Management and Accounting

Link

https://www.tandfonline.com/doi/pdf/10.1080/14783363.2018.1504621

Reference55 articles.

1. Adolphson, J., Eklof, J. & Parmler, J. (2012). Outside-in Inside-out: Explaining Financial Performance in the bank sector by (also) non-financial measures, SSE (Working paper in Economic Statistics).

2. Customer satisfaction and price tolerance

3. Customer Satisfaction and Word of Mouth

4. Customer Satisfaction, Market Share, and Profitability: Findings from Sweden

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