O MARKETING RELACIONAL NOS SERVIÇOS FINANCEIROS PROJETO-ESTÁGIO: RETENÇÃO DE CLIENTES
作者： Diogo de Bragança Cabral
DOI:
关键词:
摘要:
up.pt 参考文章(85)
Patricia A. Adler, Peter Adler, The Social dynamics of financial markets JAI Press. ,(1984)
Reinhold Leichtfuss, Frank Mattern, Can Retail Banks Learn from Each Other The McKinsey Quarterly. pp. 86- ,(1995)
Anders Gustafsson, Inger Roos, Bo Edvardsson, Understanding the Trigger Effect on Customers' Maturity Processes in Telecommunications QUIS 8 (Quality in Services), Victoria, Canada June 12-14.. pp. 256- 265 ,(2002)
Bruce W. Marcus, August J. Aquila, Client at the Core: Marketing and Managing Today's Professional Services Firm ,(2004)
Tom Collins, Stan Rapp, The Great Marketing Turnaround: The Age of the Individual--and How To Profit From It ,(1990)
Robert K. Yin, Case Study Research: Design and Methods ,(1984)
Dwayne D Gremler, Valarie A Zeithaml, Mary Jo Bitner, Services Marketing: Integrating Customer Focus Across the Firm ,(1996)
W E Sasser, Frederick F. Reichheld, Zero defections: quality comes to services. Harvard Business Review. ,vol. 68, pp. 105- 111 ,(1990)
Sanjaya S. Gaur, Yingzi Xu, Shilpa Madan, Consumer Comfort and Its Role in Relationship Marketing Outcomes: An Empirical Investigation ACR Asia-Pacific Advances. ,(2009)
Sugato Chakravarty, Richard Feinberg, Eun-Young Rhee, Relationships and individuals' bank switching behavior Journal of Economic Psychology. ,vol. 25, pp. 507- 527 ,(2004) , 10.1016/S0167-4870(03)00051-5