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Product and service differentiation is one of the efficient approaches to maximize customer value according to the general customer relationship management theory, but the existing tendency of homogenization and the business division system make it difficult to achieve this objective. So it is necessary to establish an independent research center as the research department of bank products and services...
Today, the body of literature has been almost unanimous in integrating services into their core products. What is at the core in integrating products and services is the technology, providing the organic interface between products and services. Despite the importance of technology, however, considering the role of technology in product-service integration still remains a void in the literature. In...
Market competition among financial enterprises is becoming fierce day by day. The crux of the matte is to create more customer value. The traditional model of HR's value chain ignores the costumer value. There are the enormous defects. Customer value is the core link of service and management, the Keys for the sustainable development of financial industries. The HR Management Model of Financial Industries...
Identification research originally developed in the area of social psychology and organizational behavior, was here introduced into B2C service context. Using a sample of China's retailing bank consumers (N=439), the authors tested a model in which company-level and employee-level antecedents affect customer-company identification via customer value and customer satisfaction. Overall, each antecedent...
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