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Sökning: onr:"swepub:oai:DiVA.org:umu-86957" > Aiming for a percei...

Aiming for a perceived partnership in relationship lending : a viable tool for differentiation in financial services?

Lundahl, Nicolaus, (författare)
KTH, Centrum för bank och finans, Cefin
Silver, L. (författare)
KTH Skolan för arkitektur och samhällsbyggnad (ABE). Centra. Centrum för bank och finans, Cefin. (creator_code:org_t)
Umeå universitet Samhällsvetenskapliga fakulteten. Handelshögskolan vid Umeå universitet. Företagsekonomi. (creator_code:org_t)
2013
Engelska.
Ingår i: International Journal of Management and Enterprise Development. - InderScience Publishers. - 1468-4330. ; 12:4, s. 277-295
  • Tidskriftsartikel (refereegranskat)
Abstract Ämnesord
Stäng  
  • Technological advances, changed regulations and intense competition are a reality for service providers in various industries. For banks, these changes have mostly served transactional approaches. In addition to being of crucial importance for the economy, small and medium sized enterprises (SMEs) are important customers for banks. SMEs often perceive banks as standardised organisations offering identical products and services. Using concepts such as core services reliability, relational services reliability and customer satisfaction, this study investigates whether aiming for a perceived partnership can be a viable differentiating tool for a service provider in a competitive environment consisting of increasingly larger and standardised institutions. The study's hypotheses were tested by the use of structural equations' modelling on questionnaire responses from 343 Swedish SMEs. The results suggest that service providers aiming for a relationship differentiating them from their competitors must, in addition to provide core services, focus on relationship building interactions.

Ämnesord

SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv (hsv//swe)
SOCIAL SCIENCES  -- Economics and Business (hsv//eng)
SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)
SOCIAL SCIENCES  -- Economics and Business -- Business Administration (hsv//eng)

Nyckelord

Banking
Customer satisfaction
Partnership
Relationship lending
Service marketing
Small and medium sized enterprise
SME
Structural equations' modelling
Sweden
företagsekonomi
Business Studies
banking
small and medium-sized enterprise
SMEs
customer satisfaction
service marketing
relationship lending
structural equation modelling
SEM
perceived partnerships
differentiation
financial services
core services reliability
relational services reliability
customer relationships
bank customers

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