Managing service quality in retail banking: from branch to multi-channel distribution

Zuzana Kucerova () and Madeleine Besson ()
Additional contact information
Zuzana Kucerova: CEMANTIC - Centre d'Études et de recherches en Management et TIC - TEM - Télécom Ecole de Management - IMT - Institut Mines-Télécom [Paris], IMT-BS - MMS - Département Management, Marketing et Stratégie - TEM - Télécom Ecole de Management - IMT - Institut Mines-Télécom [Paris] - IMT-BS - Institut Mines-Télécom Business School - IMT - Institut Mines-Télécom [Paris]
Madeleine Besson: CEMANTIC - Centre d'Études et de recherches en Management et TIC - TEM - Télécom Ecole de Management - IMT - Institut Mines-Télécom [Paris], IMT-BS - MMS - Département Management, Marketing et Stratégie - TEM - Télécom Ecole de Management - IMT - Institut Mines-Télécom [Paris] - IMT-BS - Institut Mines-Télécom Business School - IMT - Institut Mines-Télécom [Paris]

Post-Print from HAL

Abstract: .

Keywords: Services marketing; Retail banking; Service Quality; Multi channel distribution (search for similar items in EconPapers)
Date: 2007-06-25
Note: View the original document on HAL open archive server: https://hal.science/hal-02521762v1
References: Add references at CitEc
Citations:

Published in TRANSCOM 2007 : 7th European Conference of Young Research and Science Workers in TRansport and Telecommunications, Jun 2007, Zilina, Slovakia

Downloads: (external link)
https://hal.science/hal-02521762v1/document (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-02521762

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().