21P. Customer-centric Model for Performance Management in Banking Industry Using Soft System Methodology
作者： Neda Abdolvand , Amir Albadvi
DOI:
关键词:
摘要: This research uses soft system methodology in exploring a real world problem managing the performance of banks’ branches. In first step, rich picture is drawn based on semistructured interviews with experienced personnel and managers Iranian commercial banks. Extracting about situation roots problem, literature review well-known theories including resource-based view firm serviceprofit chain, paper proposes conceptual model for customer-centric management (PMS). The proposed suggests an integration customer relationship PMS using lifetime value metric bank’s performance. also discusses benefits this metric. practice, has potential to provide more strategic use information (IS) by increasing managerial knowledge strategy making being extracted from IS.
参考文章(23)
Raman Manandhar, John C.S. Tang, The evaluation of bank branch performance using data envelopment analysis: A framework The Journal of High Technology Management Research. ,vol. 13, pp. 1- 17 ,(2002) , 10.1016/S1047-8310(01)00045-1
Phillip E Pfeifer, Mark E Haskins, Robert M Conroy, CUSTOMER LIFETIME VALUE, CUSTOMER PROFITABILITY AND THE TREATMENT OF ACQUISITION SPENDING Journal of Managerial Issues. ,vol. 17, pp. 0- 0 ,(2005)
Maged Morcos, Michael Henshaw, A soft systems methodology for transforming organisations to product-service systems (application in defence and construction industry) Loughborough University. ,(2009)
Tomás Bayón, Jens Gutsche, Hans Bauer, Customer Equity Marketing:: Touching the Intangible European Management Journal. ,vol. 20, pp. 213- 222 ,(2002) , 10.1016/S0263-2373(02)00037-3
Hans H. Bauer, Maik Hammerschmidt, Customer‐based corporate valuation: Integrating the concepts of customer equity and shareholder value Management Decision. ,vol. 43, pp. 331- 348 ,(2005) , 10.1108/00251740510589733
Graeme Shanks, Ilona Jagielska, Malini Jayaganesh, A Framework for Understanding Customer Relationship Management Systems Benefits Communications of The Ais. ,vol. 25, pp. 26- ,(2009) , 10.17705/1CAIS.02526
C CHAN, Intelligent value-based customer segmentation method for campaign management: A case study of automobile retailer Expert Systems With Applications. ,vol. 34, pp. 2754- 2762 ,(2008) , 10.1016/J.ESWA.2007.05.043
Paul Folan, Jim Browne, A review of performance measurement: towards performance management Computers in Industry. ,vol. 56, pp. 663- 680 ,(2005) , 10.1016/J.COMPIND.2005.03.001
Michael Haenlein, Andreas M. Kaplan, Anemone J. Beeser, A Model to Determine Customer Lifetime Value in a Retail Banking Context European Management Journal. ,vol. 25, pp. 221- 234 ,(2007) , 10.1016/J.EMJ.2007.01.004
Robert H. Chenhall, Kim Langfield-Smith, Multiple Perspectives of Performance Measures European Management Journal. ,vol. 25, pp. 266- 282 ,(2007) , 10.1016/J.EMJ.2007.06.001