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Customer Retention and Relationship Management: Effect of Customer Relationship Marketing on Customer Retention in Ghanaian Banking Sector - Couverture souple

Kuranchie, Frank Kojo

 
9783844318289: Customer Retention and Relationship Management: Effect of Customer Relationship Marketing on Customer Retention in Ghanaian Banking Sector
Couverture souple
ISBN 10 : 3844318283 ISBN 13 : 9783844318289
Editeur : LAP LAMBERT Academic Publishing, 2011

Synopsis

Ghanaian banking industry has undergone many changes in terms of service delivery with the aim of improving the quality of customer service. The past few years have also seen a phenomenal growth in the sector which has led to intense competition among the industry players. It has become important for the banks to find new ways of managing their service delivery and maintain their customer base. This book provides readers the understanding of customer relationship management practices in the Ghanaian banking sector. The concept of customer participation in the service delivery process has a long history and is identified as one of the distinguishing characteristics of services and this study has further deepened the understanding of that with localization to the developing context. This book espoused key issues such as participation in service relationships should be held as an important function for services firms in which credence qualities play an important role in customer management and retention. The book develops a problem statement with literature review and discuses the methodology which leads to the analysis and the appropriate recommendation for industry and academia.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

Présentation de l'éditeur

Ghanaian banking industry has undergone many changes in terms of service delivery with the aim of improving the quality of customer service. The past few years have also seen a phenomenal growth in the sector which has led to intense competition among the industry players. It has become important for the banks to find new ways of managing their service delivery and maintain their customer base. This book provides readers the understanding of customer relationship management practices in the Ghanaian banking sector. The concept of customer participation in the service delivery process has a long history and is identified as one of the distinguishing characteristics of services and this study has further deepened the understanding of that with localization to the developing context. This book espoused key issues such as participation in service relationships should be held as an important function for services firms in which credence qualities play an important role in customer management and retention. The book develops a problem statement with literature review and discuses the methodology which leads to the analysis and the appropriate recommendation for industry and academia.

Biographie de l'auteur

Frank Kojo Kuranchie,MBA:Studied Business Administration at Blekinge Institute of Technology .Sales and Marketing Executive at G.S.M.F.International,Accra.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
LAP LAMBERT Academic Publishing
Date d'édition
2011
Langue
anglais
ISBN 10 
3844318283
ISBN 13 
9783844318289
Reliure
Broché
Nombre de pages
92
Coordonnées du fabricant
non disponible
Personne responsable
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