haku: @freeterm retention / yhteensä: 3
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| Tekijä: | Clark, M. |
| Otsikko: | The relationship between employees' perceptions of organizational climate and customer retention rates in a major UK retail bank |
| Lehti: | Journal of Strategic Marketing
2002 : JUN, VOL. 10:2, p. 93-113 |
| Asiasana: | CUSTOMERS EMPLOYEE ATTITUDES ORGANIZATIONAL BEHAVIOUR RETAIL BANKING UNITED KINGDOM |
| Vapaa asiasana: | RETENTION |
| Kieli: | eng |
| Tiivistelmä: | 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. |
SCIMA