Linking customer satisfaction, employee appraisal, and business performance: an evaluation methodology in the banking sector.
Evangelos GrigoroudisE. TsitsiridiConstantin ZopounidisPublished in: Ann. Oper. Res. (2013)
Keyphrases
- evaluation methodology
- customer satisfaction
- customer retention
- internet banking
- customer data
- customer service
- service quality
- customer support
- customer loyalty
- test set
- test collection
- evaluation methods
- customer churn
- information systems
- electronic commerce
- evaluation measures
- competitive advantage
- evaluation metrics
- marketing strategies
- customer relationship management
- user satisfaction
- risk management
- business processes
- data mining
- real time
- higher education
- business intelligence
- error rate
- service providers