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1.
<正>日前TNS发布了《2007中国零售银行服务竞争力报告》,揭示中国消费者的银行使用习惯和态度、对中国主要银行的满意度和忠诚度及其背后的原因。这份2007年首个关于中国零售银行的研究报告指出,中国消费者对 相似文献
2.
Gary L. Simon 《The Service Industries Journal》2013,33(1):11-23
Professional services firms (PSFs) engaged in international operations present a unique challenge for governments. They directly and indirectly affect governmental policies and the agencies that enforce these policies through policy development, problem solving, and implementation. Yet, governments that seek to advance rational, forward thinking public policy have little, if any, regulatory control over the input and influence of these professional experts. International professional service firms face an increasingly competitive marketplace and complex challenges that demand skill sets that are markedly different from those characteristically required of consumer service companies. This study identifies the qualities of the best performing PSFs that engage clients worldwide. Implications are discussed for governments to ensure the greater public good. 相似文献
3.
自动售货机:第三次零售业革命 总被引:4,自引:0,他引:4
作为一种新型商业形态和广告媒体,自动售货机从1999进入中国市场以来,受到了喜欢追逐时尚的年轻人的欢迎。大市场、大产业据统计,在世界上最大的自动售货市场——日本,已有560万台自动售货机,通过自动售货机出售的商品多达6000余种,年营业额可以达到7兆1122亿日元。每年,仅饮料的销售额就相当于1593亿元人民币。按人口计算,每23人就拥有1台自动售货机,平均每人在自动售货机上的消费达56000日元。在美国平均每40人拥有一台自动售货机,欧洲每60人一台。而目前国内的自动售卖机大约有7~8万台。根据国外发展经验,中国自动售货机专业委员会对中… 相似文献
4.
《Services Marketing Quarterly》2013,34(2):43-57
ABSTRACT The objective of this paper is to develop a better understanding of the factors associated with nurturing relationships between relationship managers and their clients in the banking industry. The Nominal Group Technique and a content analytical approach were both used to respectively collect and interpret the data. Results found the nurturing of relationships to be endogenous and asymmetrical in nature. The consequence is a personal, individualistic process maintained on behalf of the bank. The complexity associated with managing commercial portfolios requires commercial account managers to be more involved with their clients in the nurturing process than retail branch managers. 相似文献
5.
《The Service Industries Journal》2013,33(1):169-194
This article considers the development of relationship marketing in retail financial services. It begins by examining the relationship marketing literature and considering its application to the retail banking industry. Following a discussion of the research methodology, four in-depth retail bank case studies are presented. These cases form the basis of a qualitative analysis of the state of relationship marketing in retail banking. Many banks have already reached a higher level of relationship marketing than businesses in other sectors. Yet generic relationship marketing models such as the one applied in this research do not necessarily reflect these differences. A modified version of a relationship marketing model, which caters for the particular characteristics of retail banks and which may be applicable to other services businesses, is therefore proposed. 相似文献
6.
Recent studies indicate high competitiveness of the Ghanaian banking industry, making it difficult for banks to satisfy and retain customers. However, little empirical knowledge exists on the determinants of customer satisfaction toward the services delivered by the banks. This article reports a study of the determinants of customer satisfaction of retail bank services in Ghana. An extensive review of the extant literature was used to identify the theoretical determinants of customer satisfaction in retail banking and their measurement scales. These were adapted to build a conceptual framework for the empirical investigation conducted. Data were collected using a questionnaire administered through personal interviews to 650 customers of retail banks, and the results were factor analyzed and regressed. The empirical results indicated that relational, core, and tangible dimensions of service were positively associated with customer satisfaction in retail banks in Ghana. The study discusses the strategic implications of the findings for the management of customer satisfaction for retail banks operating in Ghana. © 2014 Wiley Periodicals, Inc. 相似文献
7.
Colgate Mark 《The Service Industries Journal》2013,33(1):139-152
Deregulation, greater competition and information technology has led to the restrcturing of the retail banking industries in virtually all developed economies. This has led to a greater emphasis on marketing activities and the use of information technology to support these activities. In light of this development this paper seeks to analyse the extent of the growth of marketing and the sophistication of marketing information systems (MkIS) in the context of Aurstralasia and Europe. In particular empirical evidence is drawn from 67 postal questionnaires within the retail banking industries in Australia, New Zealand, UK and Ireland. The results indicate that although the use of marketing in these counties would seem to be growing, the application of information technology to support marketing is still at a low level of sophistication. 相似文献
8.
This paper presents key branding findings from a qualitative study of consumers and financial services practitioners and explores the current role, importance and challenges associated with branding within Irish retail financial services. Managerial and consumer research highlighted the limited role of branding and the growing gap between brand-based expectations and service brand execution. Key conclusions and implications are proposed in terms of developing an effective multidimensional brand strategy which is both profitable to suppliers and desirable to consumers. The paper recommends that financial services branding be focused upon the promotion of meaningful functional values, delivered through a customer-centred, process-driven approach. 相似文献
9.
随着私人财富的不断增加以及融资方式的改变,迫使银行扩充业务,加强发展零售业务。近20年来,国际银行业零售业务以并购的方式加速开拓全球零售市场,力求金融服务全能化;加大创新力度,使金融产品多元化、个性化,金融零售服务网络化。我国银行零售业务存在着缺乏科学分类,同质化现象严重,缺乏后期技术支持,经营渠道单一,限制发展等问题,应借鉴国际银行业零售业务发展的经验,树立创新意识,逐步优化银行的业务结构,以客户导向为理念,实行差异化服务,通过银行再造,塑造竞争优势。 相似文献
10.
The pre-eminence of the bank branch as an effective delivery system arose from the difficulties associated with marketing financial services. The branch provides a highly efficient mechanism for administering, collecting and delivering cash as well as a wide range of lending and ancillary services. Historically, branch networks arose to attract cheap retail deposits through the convenience of the branch location itself, and through branch-based payment systems. Indeed, the relationship between the customer and the branch underpins the whole banking process. However, the branch's exclusive function is tenable only so long as the assumptions and conditions that determined its historical position hold good. These assumptions are that the market will continue to respond to it, that it will remain the basis for patterns of competitive behaviour, and that more effective and economic delivery systems will not emerge. This article presents the view that these assumptions are in fact being undermined, particularly by innovations in technology, which will necessitate a complete rethink of future strategy in retail branch banking. 相似文献
11.
While information about customers who have multiple providers is not necessarily difficult to obtain managers do not seem
to use this piece of information. A conceptual model was developed to diagnose the impact of customers’ disclosed disloyalty
and the findings reveal that customer’s patronage concentration significantly shapes the dynamics of the customer’s relationship
with his main provider. 相似文献
12.
《Services Marketing Quarterly》2013,34(2):157-176
Dramatic changes in the financial services industry have accelerated the search for feasible and profitable market seg- ments. Increased corporate attention is being focused on the finan- cial needs of the elderly market. This article examines the viability of the elderly market using the criteria for effective segmentation and focuses on actions retail bankers can take in the component ar- eas of the retail marketing mix-product, price, place, and promo- tion-to meet the financial needs of the elderly. 相似文献
13.
Ioanna Papasolomou-Doukakis 《Journal of Marketing Management》2013,29(1-2):197-224
The article sheds light on the relationship between internal marketing rhetoric and its practice within the UK retail bank sector and addresses a deficiency in the current internal marketing literature particularly in terms of implementation. A practitioner view is explored through data generated by in-depth qualitative interviews with thirty-five branch managers and twenty-one employees. The study produced some interesting findings structured in the form of relationships which highlighted the distinct nature of the internal marketing practice within the specific sector. This article sheds light on the six emergent relationships. The examination of the relationship between the rhetoric and practice of internal marketing within the UK retail bank industry raises some criticisms regarding the motives behind the adoption of internal marketing and the current implementation approach adopted by these organizations. The study’s conclusions can be used as an outline agenda for future research aimed at strengthening internal marketing’s legitimacy in the academic literature and highlighting its contribution to practitioners. 相似文献
14.
随着老龄化、少子化、小家庭化浪潮的到来,年轻一代消费需求的转变以及信息通信技术的发展,日本零售业正面临着新的分化和转型.分析日本零售业的发展现状与最新趋势,对我国零售业的转型升级具有重要的借鉴意义. 相似文献
15.
The construct of postservice customer satisfaction with respect to Indian retail banking has been studied. Furthermore, the development and validation of the postservice recovery customer satisfaction scale in Indian retail banking is detailed. The scale development process was carried out over three stages (item generation, scale purification, scale validation) and comprised of conducting depth interviews and focus groups for item generation and three separate phases of data collection, involving a total of 851 individual respondents. The data provide evidence for face, content, discriminant and convergent validity, dimensionality, reliability, and generalizability of the customer satisfaction scale in Indian retail banking. 相似文献
16.
Shakti Bodh Bhatnagar Asif Ali Syed Jitendra Kumar Mishra 《Journal of Relationship Marketing》2017,16(3):197-225
This article aims to identify factors which support customer loyalty, either through dedication or by imposing constraints, and subsequently empirically analyzes the relationship between identified factors and the attitudinal and behavioral component of loyalty in the context of retail banking. Data collected from a sample of 293 retail banking customers have been analyzed through structural equation modeling. The study results suggested two constraint promoting factors and one dedication promoting factor which supported loyalty. The study contributes to knowledge by empirically testing the qualitative model and coming out with empirically proven dedication-promoting and constraint-promoting loyalty supporting factors. 相似文献
17.
《Journal of Retailing》2017,93(2):241-251
While the factors related to the survival of established retail firms are well researched, current understanding of drivers of new retail venture survival is limited. We assess the influence of retail operations characteristics on the survival of new retail ventures. Based on data from 15,901 Portuguese retail ventures that were founded between 2006 and 2010 and followed until 2014, the new retail ventures with faster inventory turnover or higher staff expenses per employee had a higher likelihood of survival while higher investment in intangible assets had a negative but negligible effect on survival. The implications of these findings for entrepreneurs of new retailing ventures are discussed. 相似文献
18.
建设国际商贸中心是广州市新型城市化建设的主题之一,零售连锁业对广州市经济发展与国际商贸中心建设具有重要作用,能有力推动广州新型城市化建设.但同时,消费模式升级与国际零售巨头争夺国内消费市场,为广州市零售连锁业发展带来了挑战.纵观成熟的国际商贸中心零售连锁业发展特征和国际零售业发展趋势,未来广州市在面对消费升级与市场竞争的挑战中,应进一步提升规模,提高组织化程度,打造多样性,使现代零售连锁业真正成为推动广州市国际商贸中心建设的强大动力. 相似文献
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20.
中小股份制银行零售银行业务发展思路 总被引:1,自引:0,他引:1
零售银行业务已经成为国际先进银行的主要利润来源,而且也成为亚洲银行业战略转型的重要方向.发展零售银行业务实际上是当前国内中小股份制银行可持续发展的内在要求.目前,我国中小股份制银行发展零售银行业务的条件已经具备.尽管与国外先进银行的零售业务发展相比,我国中小股份制银行存在不小差距,但通过分析可以看出,清晰的发展思路、明确的战略目标、多元化的产品、高素质的人才、科技创新以及高效健全的销售渠道都是零售银行业务高速发展的重要力量. 相似文献