Please use this identifier to cite or link to this item: http://scholarbank.nus.edu.sg/handle/10635/45135
Title: Relationship concept and customer services: A case study of corporate banking
Authors: Mehta, S.C. 
Tambe, H.
Keywords: Corporate banking
Customer service
Relationship marketing
Seven-S framework
Success factors
Issue Date: 1997
Source: Mehta, S.C.,Tambe, H. (1997). Relationship concept and customer services: A case study of corporate banking. Journal of Retailing and Consumer Services 4 (2) : 129-134. ScholarBank@NUS Repository.
Abstract: The main objective of this paper is to investigate the application of relationship marketing in the context of corporate banking using McKinsey's Seven-S framework of shared values, strategy, structure, systems, staff, skills, and style. Personal interviews with 42 account relationship managers from a large multinational bank in Singapore, with a strong niche in corporate banking, provided the inputs for this investigation. The analysis leads to the identification of major conditions, which should be present for the implementation of the relationship marketing concept in an organization. © 1997 Elsevier Science Ltd. All rights reserved.
Source Title: Journal of Retailing and Consumer Services
URI: http://scholarbank.nus.edu.sg/handle/10635/45135
ISSN: 09696989
Appears in Collections:Staff Publications

Show full item record
Files in This Item:
There are no files associated with this item.

Page view(s)

66
checked on Dec 8, 2017

Google ScholarTM

Check


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.