CRM literature has considered the role of relationship quality (satisfaction, trust and commitment), but its respective effects on relationship maintenance (retention) and relationship development (cross-buying) are unnoticed. This research proposes an integrated model of CRM and investigates its impact on relationship quality, relationship maintenance, and relationship development. Specificall...

CRM literature has considered the role of relationship quality (satisfaction, trust and commitment), but its respective effects on relationship maintenance (retention) and relationship development (cross-buying) are unnoticed. This research proposes an integrated model of CRM and investigates its impact on relationship quality, relationship maintenance, and relationship development. Specificall...

banks are one of the most important financial sectors in order to the economic development of each country. certainly, efficiency scores and ranks of banks are significant and effective aspects towards future planning. sometimes the performance of banks must be measured in the presence of undesirable and vague factors. for these reasons in the current paper a procedure based on data envelopment...

the banks are the most important symbol of monetary market in any country without exception. as the optimum function of the banks have important role in economic development of the country, creating the ground for qualitative and quantitative promotion of the banks performance in healthy competition can play important role in achieving the goals. one of the methods helping the bank’s branches t...

Financial sector plays an important role in the economic development of a country. Banking is the lifeline of an economy. A strong and healthy banking system is important requirement for economic growth. Indian banking industry, today is observing an IT revolution. The implementation of internet in banking organizations has modernized the banks. Implementing the internet banking approach has be...

This study examines the career stage effect on organizational commitment of bank employees. The subjects included 660 clerical and managerial staff of Indian banks operating in the state of Punjab in northern India. Organizational commitment has been measured by Meyer et al.’s (1993) Organizational Commitment Scale. Career stages were identified by each respondent’s selfreported age, and tenure...

I am delighted to be with you this morning at the inaugural of the third programme in the series being organised under the aegis of the Centre for Advanced Financial Leaning (CAFL) on the theme of Basel II and Credit Risk Management. I am indeed thankful to the organisers for providing me this valuable opportunity to share my thoughts on this very topical subject with this august audience – whi...