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A metacognitive decision making based-framework for bank customer loyalty measurement and management

2015Journal article Open access
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dc.contributor.authorFerreira, Fernando A. F.
dc.contributor.authorJalali, Marjan S.
dc.contributor.authorMeidutė-Kavaliauskienė, Ieva
dc.contributor.authorViana, Bianca A. C. P.
dc.date.accessioned2020-07-09T14:10:34Z
dc.date.available2020-07-09T14:10:34Z
dc.date.issued2015
dc.description.abstractBank customer loyalty is becoming a priority concern for banking institutions, as a means of gradually increasing complementary margins and eliminating the lack of liquidity caused by the current economic climate. Following a top down process, this focus culminates at the branch level, where banks’ front office employees are seen as a driving-force for building customer loyalty. At the same time, however, the difficulty in identifying and operationalizing the factors or determinants that most contribute to creating and maintaining bank customer loyalty has long been recognized. In this sense, based on the integrated use of cognitive maps and measuring attractiveness by a categorical based evaluation technique (MACBETH), this study proposes a multiple criteria framework for bank customer loyalty measurement and management. The results show that our framework allows bank customers with higher rates of customer loyalty to be identified and, from a benchmarking perspective, indicates what best practices should be followed to boost long-term relationships. Implications for scholars and practitioners are discussed.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationFerreira, F. A. F., Jalali, M. S., Meidutė-Kavaliauskienė, I., & Viana, B. A. C. P. (2015). A metacognitive decision making based-framework for bank customer loyalty measurement and management. Technological & Economic Development of Economy, 21(2), 280–300. doi: 10.3846/20294913.2014.981764pt_PT
dc.identifier.doi10.3846/20294913.2014.981764pt_PT
dc.identifier.issn2029-4913
dc.identifier.urihttp://hdl.handle.net/10400.15/2972
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherTaylor & Francispt_PT
dc.relation.publisherversionhttps://www.tandfonline.com/doi/abs/10.3846/20294913.2014.981764pt_PT
dc.subjectBank customer loyalty measurementpt_PT
dc.subjectCognitive mapspt_PT
dc.subjectDecision makingpt_PT
dc.subjectMACBETHpt_PT
dc.subjectOperational researchpt_PT
dc.subjectSustainable relationship managementpt_PT
dc.titleA metacognitive decision making based-framework for bank customer loyalty measurement and managementpt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.endPage300pt_PT
oaire.citation.issue2pt_PT
oaire.citation.startPage280pt_PT
oaire.citation.titleTechnological and Economic Development of Economypt_PT
oaire.citation.volume21pt_PT
person.familyNameFerreira
person.givenNameFernando
person.identifier.orcid0000-0001-5208-9084
person.identifier.scopus-author-id37115389700
rcaap.rightsclosedAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublication50406dd4-189d-4920-891f-2eeae2686b18
relation.isAuthorOfPublication.latestForDiscovery50406dd4-189d-4920-891f-2eeae2686b18

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