Customer retention and cross-buying in premium banking services : the roles of switching costs and interaction quality
The emergence of e-banking and intense competition in premium banking services have essentially evolved the way banks have conventionally conducted their business and the way customers interact with banks. Consequently, banks are increasingly confronted with the conundrum: customers may appreciate t...
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| Format: | Thesis |
| Language: | English |
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Curtin University
2012
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| Online Access: | http://hdl.handle.net/20.500.11937/637 |