Self-service technologies (SSTs) in banking and the possibilities of creating marketing relations

Otto, J.; Materka, W.

Artykuł - szczegóły

Tytuł artykułu

Self-service technologies (SSTs) in banking and the possibilities of creating marketing relations

Autorzy

Otto J. , Materka W.

Wybrane pełne teksty z tego czasopisma

https://www.management-poland.com/

Identyfikatory

Warianty tytułu

Technologie samoobsługowe w bankowości a możliwości kreowania relacji

Języki publikacji

Abstrakty

Preservation and maintenance of relations with customers through electronic channels of distribution is a relatively new topic. This article is consecrated to this domain, especially in the area of electronic retail banking. The authors explain that customers' expectations towards banks differ depending on the distribution channel through which the same service is provided. Furthermore a thesis is proposed, which states that the lack of traditional channels of communication in Internet-only banks doesn't necessarily imply that the traditional needs of the customers connected with the non-electronic channels do not exist or cannot be satisfied. Those needs might perhaps be satisfy through inclusion oftechnology as one of the important factors in marketing management.

Utrzymanie relacji z klientami poprzez elektroniczne kanały dostępu jest stosunkowo nowym tematem. Artykuł jest poświęcony w szczególności środowisku bankowości elektronicznej. Scharakteryzowane są różnice w oczekiwaniach klientów w zależności od kanału utrzymania relacji z bankami. Autor stawia tezę, że brak tradycyjnych kanałów obsługi klienta w bankach 'wirtualnych' nie oznacza niemożności zaspokojenia potrzeb normalnie zaspokajanych tradycyjnymi metodami obsługi klientów.

Słowa kluczowe

banking canvassing of cutomers customer satisfaction

bankowość obsługa klienta

Wydawca

University of Zielona Góra, Faculty of Economics and Management

Czasopismo

Management

Rocznik

2003

Tom

Vol. 7, no 1

Strony

133--142

Opis fizyczny

Bibliogr. 22 poz., wykr.

Twórcy

autor

Otto J.

Technical University of Łódź, Faculty of Management and Organization, Poland

autor

Materka W.

Technical University of Łódź, Faculty of Management and Organization, Poland

Bibliografia

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3. Dwyer F.R., Schurr P.H., Sejo O.H. (1987), Developing buyer-seller relationships, “Journal of Marketing”, 51(2).
4. Howcroft B., Lavis J. (1986), A strategic perspective on delivery systems in UK retail banking, “The Service Industries Journal”, 6(2).
5. Howcroft B., Hamilton R., Hewer P. (2002), Consumer attitude and the usage and adoption of home-based banking in the United Kingdom, “International Journal of Bank Marketing”, 20(3).
6. Instytut Badań nad Gospodarką Rynkową (2001), perspektywy Rozwoju Bankowości Detalicznej w Polsce do Roku 2005”, Gdańsk.
7. Mercer D. (1992), Marketing, Blackwell Publishers, Oxford.
8. Meuter M.L., Ostrom A.L., Roundtree R.I., Bitner M.J. (2000), Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters, “Journal of Marketing”, 64 (July).
9. Minjoon Jun, Shaohan Cai (2001), The key determinants of Internet banking service quality: a content analysis, “International Journal of Bank Marketing”, 19(7). '
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11. Morgan R.M., Hunt S.D. (1994), The commitment-trust theory of relationship marketing, “Journal of Marketing”, 58 (July).
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16. Prendergast G.P., Marr N.E. (1994), The future of self-service technologies in retail banking, “The Service Industries Journal”, 14(1).
17. Reichheld F. (1996), The loyalty effect, Bain and Company, London.
18. Ricard L., Perrien J. (1999), Explaining and evaluating the implementation of organizational relationship marketing in the banking industry: clients’ perception, JBR, 2(45).
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21. Teas K.R., Dorsch M.J., McAlexander J.H. (1988), Measuring commercial bank customers' attitudes toward the quality of the financial services marketing relationships, “Journal of Professional Services Marketing”, 4(1).
22. Zineldin M. (2000), Beyond relationship marketing: technological ship marketing, “Marketing Intelligence & Planning”, 18(1).

Typ dokumentu

Bibliografia

Identyfikator YADDA

bwmeta1.element.baztech-article-BPZ2-0024-0020