Investigating the Strategic Influence of Customer and Employee Satisfaction on Firm Financial Performance.
Jeffrey P. DotsonGreg M. AllenbyPublished in: Mark. Sci. (2010)
Keyphrases
- competitive environment
- customer satisfaction
- financial services
- service quality
- decision making
- absorptive capacity
- banking industry
- information technology
- banking services
- customer retention
- electronic commerce
- risk management
- organizational learning
- real option
- case study
- return on investment
- factors influencing
- internet shopping
- user satisfaction
- knowledge management
- customer behavior
- financial data
- network effects
- customer data
- factors that influence
- social influence