The antecedents of customer experience in retail banking
Customer experience in retail banking has become a key source of differentiation. Increased competition in the financial services industry and the global financial crisis caused financial institutions to find themselves in a difficult operating environment. A sustainable competitive advantage in the...
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University of Pretoria
2013
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Online Access: | http://hdl.handle.net/2263/25671 Ramathe, J 2010, The antecedents of customer experience in retail banking, MBA dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://hdl.handle.net/2263/25671 > http://upetd.up.ac.za/thesis/available/etd-06192011-124300/ |