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- Berggren, Björn, 1972-, et al.
(författare)
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Affärer mellan kunder och bank- och finansföretag
- 2006. - 1
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Ingår i: Utveckling av kundrelationer i bank- och finansmarknader. - : Studentlitteratur. ; , s. 13-16
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Bokkapitel (övrigt vetenskapligt/konstnärligt)
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- Lundahl, Nicolaus, 1969-, et al.
(författare)
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Accepting the unacceptable : Institutional and behavioral patterns in advising small and medium sized firms
- 2005
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Konferensbidrag (övrigt vetenskapligt/konstnärligt)abstract
- Although a majority of all small and medium sized enterprises (SMEs) need advice thepreparedness to accept advice among SMEs is often low. In what we call the formalinstitutionalized advice setting the SME owner finds him- or herself in a setting where thedispositions have been set before hand. In this system the main institutional context is that ofstandardization, formalized interaction and bureaucratic interaction processes. In this paperwe investigate how banks, as one of the actors belonging to the formal institutionalized advicesetting, are perceived as advisors by Swedish SMEs. The empirical material upon which ourhypotheses will be tested emanates from a survey targeting the CEOs of 1130 randomlysampled Swedish SMEs with up to 200 employees. A total of 343 surveys were returnedgiving a response rate of 30.4 percent. LISREL, which is a structural equation modelingmethod, was used to analyze the survey data. The findings indicate that the failure of banks,and other actors belonging to the formal institutionalized advice setting, in providing advicecan be found in the type of interaction they conduct with SMEs. These organizations areinstitutionalized in a way that does not correspond well to the type of behavior shown bySMEs. However, these actors have the potential to become better SME advisors. This couldbe achieved if the principles of non-standardization, non-formalization and personalresponsibility were to be advocated and followed by those in charge of SME interaction inthese organizations.
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- Lundahl, Nicolaus, et al.
(författare)
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Aiming for a perceived partnership in relationship lending : a viable tool for differentiation in financial services?
- 2013
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Ingår i: International Journal of Management and Enterprise Development. - : InderScience Publishers. - 1468-4330 .- 1741-8127. ; 12:4, s. 277-295
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Tidskriftsartikel (refereegranskat)abstract
- 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.
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