A metacognitive decision making based framework for bank customer loyalty measurement and management
Autor(a) principal: | |
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Data de Publicação: | 2015 |
Outros Autores: | , , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10071/9375 |
Resumo: | Bank customer loyalty is becoming a priority concern for banking institutions, as a means of gradually increasing complementary margins and eliminating the lack of liquidity caused by the current economic climate. Following a top down process, this focus culminates at the branch level, where banks' front office employees are seen as a driving-force for building customer loyalty. At the same time, however, the difficulty in identifying and operationalizing the factors or determinants that most contribute to creating and maintaining bank customer loyalty has long been recognized. In this sense, based on the integrated use of cognitive maps and measuring attractiveness by a categorical based evaluation technique (MACBETH), this study proposes a multiple criteria framework for bank customer loyalty measurement and management. The results show that our framework allows bank customers with higher rates of customer loyalty to be identified and, from a benchmarking perspective, indicates what best practices should be followed to boost long-term relationships. Implications for scholars and practitioners are discussed. |
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A metacognitive decision making based framework for bank customer loyalty measurement and managementMACBETHSustainable relationship managementDecision makingCognitive mapsOperational researchBank customer loyalty measurementBank customer loyalty is becoming a priority concern for banking institutions, as a means of gradually increasing complementary margins and eliminating the lack of liquidity caused by the current economic climate. Following a top down process, this focus culminates at the branch level, where banks' front office employees are seen as a driving-force for building customer loyalty. At the same time, however, the difficulty in identifying and operationalizing the factors or determinants that most contribute to creating and maintaining bank customer loyalty has long been recognized. In this sense, based on the integrated use of cognitive maps and measuring attractiveness by a categorical based evaluation technique (MACBETH), this study proposes a multiple criteria framework for bank customer loyalty measurement and management. The results show that our framework allows bank customers with higher rates of customer loyalty to be identified and, from a benchmarking perspective, indicates what best practices should be followed to boost long-term relationships. Implications for scholars and practitioners are discussed.Vilnius Gediminas Technical University2015-07-21T10:44:46Z2015-01-01T00:00:00Z20152019-05-07T10:40:43Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10071/9375eng2029-491310.3846/20294913.2014.981764Ferreira, F.Jalali, M.Meidute-Kavaliauskiene, I.Viana, B. A. C. P.info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-09T17:29:03Zoai:repositorio.iscte-iul.pt:10071/9375Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:13:00.645614Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
A metacognitive decision making based framework for bank customer loyalty measurement and management |
title |
A metacognitive decision making based framework for bank customer loyalty measurement and management |
spellingShingle |
A metacognitive decision making based framework for bank customer loyalty measurement and management Ferreira, F. MACBETH Sustainable relationship management Decision making Cognitive maps Operational research Bank customer loyalty measurement |
title_short |
A metacognitive decision making based framework for bank customer loyalty measurement and management |
title_full |
A metacognitive decision making based framework for bank customer loyalty measurement and management |
title_fullStr |
A metacognitive decision making based framework for bank customer loyalty measurement and management |
title_full_unstemmed |
A metacognitive decision making based framework for bank customer loyalty measurement and management |
title_sort |
A metacognitive decision making based framework for bank customer loyalty measurement and management |
author |
Ferreira, F. |
author_facet |
Ferreira, F. Jalali, M. Meidute-Kavaliauskiene, I. Viana, B. A. C. P. |
author_role |
author |
author2 |
Jalali, M. Meidute-Kavaliauskiene, I. Viana, B. A. C. P. |
author2_role |
author author author |
dc.contributor.author.fl_str_mv |
Ferreira, F. Jalali, M. Meidute-Kavaliauskiene, I. Viana, B. A. C. P. |
dc.subject.por.fl_str_mv |
MACBETH Sustainable relationship management Decision making Cognitive maps Operational research Bank customer loyalty measurement |
topic |
MACBETH Sustainable relationship management Decision making Cognitive maps Operational research Bank customer loyalty measurement |
description |
Bank customer loyalty is becoming a priority concern for banking institutions, as a means of gradually increasing complementary margins and eliminating the lack of liquidity caused by the current economic climate. Following a top down process, this focus culminates at the branch level, where banks' front office employees are seen as a driving-force for building customer loyalty. At the same time, however, the difficulty in identifying and operationalizing the factors or determinants that most contribute to creating and maintaining bank customer loyalty has long been recognized. In this sense, based on the integrated use of cognitive maps and measuring attractiveness by a categorical based evaluation technique (MACBETH), this study proposes a multiple criteria framework for bank customer loyalty measurement and management. The results show that our framework allows bank customers with higher rates of customer loyalty to be identified and, from a benchmarking perspective, indicates what best practices should be followed to boost long-term relationships. Implications for scholars and practitioners are discussed. |
publishDate |
2015 |
dc.date.none.fl_str_mv |
2015-07-21T10:44:46Z 2015-01-01T00:00:00Z 2015 2019-05-07T10:40:43Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10071/9375 |
url |
http://hdl.handle.net/10071/9375 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
2029-4913 10.3846/20294913.2014.981764 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Vilnius Gediminas Technical University |
publisher.none.fl_str_mv |
Vilnius Gediminas Technical University |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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1799134685955096576 |