search query: @indexterm RETAIL BANKING / total: 33
reference: 10 / 33
| Author: | Clark, M. |
| Title: | The relationship between employees' perceptions of organizational climate and customer retention rates in a major UK retail bank |
| Journal: | Journal of Strategic Marketing
2002 : JUN, VOL. 10:2, p. 93-113 |
| Index terms: | CUSTOMERS EMPLOYEE ATTITUDES ORGANIZATIONAL BEHAVIOUR RETAIL BANKING UNITED KINGDOM |
| Freeterms: | RETENTION |
| Language: | eng |
| Abstract: | This paper examines the relationship between employees' perceptions of organizational climate and customer retention in a specific service setting, namely a major UK retail bank. Employees' perceptions of the practices and procedures in relation to customer care at their branch were investigated using a case study approach. |
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