A metacognitive decision making based framework for bank customer loyalty measurement and management

Detalhes bibliográficos
Autor(a) principal: Ferreira, F.
Data de Publicação: 2015
Outros Autores: Jalali, M., Meidute-Kavaliauskiene, I., Viana, B. A. C. P.
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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spelling 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)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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