Article : texte imprimé

Cost structure, customer profitability, and retention implications of self-service distribution channels : Evidence from customer behavior in an online banking channel

Dennis Campbell, Auteur ; Frances Frei, Auteur |

Dans Management science (Vol. 56 N° 1, Janvier 2010)

This paper uses the context of online banking to investigate the consequences of using self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at[...]

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