Customer retention and cross-buying in premium banking services : the roles of switching costs and interaction quality

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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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Bibliographic Details
Main Author:	Laksamana, Patria
Format:	Thesis
Language:	English
Published:	Curtin University 2012
Subjects:	continuous commitment expertise premium banking services trust reputation interaction quality retention switching costs cross-buying
Online Access:	http://hdl.handle.net/20.500.11937/637

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