Morales, J. and Ruiz-Alba, J. 2016. Decision-making and customer orientation in the private banking service. First International On/Off Conference in Marketing Decision Making. Barcelona, Spain 29 - 30 Sep 2016
| Title | Decision-making and customer orientation in the private banking service |
|---|---|
| Authors | Morales, J. and Ruiz-Alba, J. |
| Type | Conference paper |
| Abstract | The goal of the research is to identify the main decision criteria of private bankers, and how these criteria are related to the level of customer orientation of service employees (COSE). Research questions The work is divided in two, the first part of the research consisted of a literature review about the concept of COSE. The COSE model (Hennig-Thurau & Thurau, 2003), consists of the following characteristics: technical and social skills, motivation, and decision-making authority. In the second part, a field research is presented. It was aimed at understanding those criteria that are applied when taking decisions about the execution of the service, and how the COSE influences that process. Data were collected through 25 personal semi-structured interviews with private bankers, choosen accordingly to research criteria. The study concludes that decision making criteria, yet are commonly shared amongst the majority of private bankers, they are notably influenced by the understanding of COSE they may have and the different factors that take part of their level of customer orientation. This research should contribute to the body of knowledge in two aspects: Additionally, the results also open the possibility of analysing and challenging the conclusions with a subsequent quantitative research by adapting the model to the reality of the private banking service. |
| Keywords | Customer Orientation; Service Marketing |
| Year | 2016 |
| Conference | First International On/Off Conference in Marketing Decision Making |
| Publication dates | |
| Completed | 2016 |
| Web address (URL) | http://www.cream.org.es/ |
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Ruiz-Alba, J., Vallespín, M. and Almenta, E. 2014. The CMGS (Case Method with Guest Speakers) Project: developing experienced learning in Sales Management Education. EMAC 2014. University of Valencia, (Spain) 03 - 06 Jun 2014
Sales education beyond the classroom: building participative learning experiences in Sales Management through the CMGS (Case Method with Guest Speakers)
Ruiz-Alba, J., Almenta, E. and Vallespín, M. 2014. Sales education beyond the classroom: building participative learning experiences in Sales Management through the CMGS (Case Method with Guest Speakers). Journal of Technology and Science Education. 4 (3), pp. 125-154. https://doi.org/10.3926/jotse.125
El voluntariado corporativo y sus efectos sobre la satisfaccion laboral y el compromiso en empresas familiares de Andalucia
Ruiz-Alba, J., Vallespín, M. and González-Porras, J 2014. El voluntariado corporativo y sus efectos sobre la satisfaccion laboral y el compromiso en empresas familiares de Andalucia. Revista de Empresa Familiar (Now: European Journal of Family Business). 4 (1), pp. 45-58. https://doi.org/10.24310/ejfbejfb.v4i1.5038
Empirical analysis of the constituent factors of internal market orientation at Spanish hotels
Ruiz-Alba, J. and Vallespín, M. 2014. Empirical analysis of the constituent factors of internal market orientation at Spanish hotels. Tourism & Management Studies. 10 (Special Issue), pp. 151-157.
Farmanova Pharmaceutical distribution (Video case study)
Ruiz-Alba, J. and López Toro, A. 2014. Farmanova Pharmaceutical distribution (Video case study). Riuma Repositorium University of Málaga
Internal Marketing Orientation: an empirical research in hotel sector
Ruiz-Alba, J., Bermúdez-González, G., Rodríguez-Molina, M.A. and Blanca, M.J. 2014. Internal Marketing Orientation: an empirical research in hotel sector. International Journal of Hospitality Management. 38, pp. 11-19. https://doi.org/10.1016/j.ijhm.2013.12.002
Internal marketing and organizational commitment
Ruiz-Alba, J. 2013. Internal marketing and organizational commitment. AEDEM Conference. Islantilla, Huelva, Spain 05 - 07 Jun 2013
Exploratory study of the factors with impact on internal marketing strategies in hotel sector
Ruiz-Alba, J. and Bermúdez, G. 2013. Exploratory study of the factors with impact on internal marketing strategies in hotel sector. XXIII Jornadas Hispanolusas de Gestion Cientifica. Málaga, Spain 07 - 09 Feb 2013
Proposal for inclusion of the Work Family Balance (WFB) Factor in the Internal Market Orientation Paradigm
Ruiz-Alba, J. 2013. Proposal for inclusion of the Work Family Balance (WFB) Factor in the Internal Market Orientation Paradigm. V Academic Conference of Work and Family. IESE Business School. Barcelona, Spain 01 - 03 Jul 2013
Internal market orientation and internal reputation as prerequisites for external reputation
Ruiz-Alba, J. 2013. Internal market orientation and internal reputation as prerequisites for external reputation. EBEN Research Conference. Measuring and valuing corporate reputation: being good and looking good. University of Navarra, Pamplona, Spain 06 - 08 Jun 2013
Robert Adams: a case study
Ruiz-Alba, J. 2013. Robert Adams: a case study. Managing in a Global Economy XV International Conference. Eastern Academy of Management.. Seville, Spain 23 - 27 Jun 2013
Case study IESE Business School. "Olivia Baker"
Ruiz-Alba, J., Las Heras, M. and Chinchilla, N. 2013. Case study IESE Business School. "Olivia Baker". IESE Publishing.
El compromiso organizacional: un valor personal y empresarial en el marketing interno
Ruiz-Alba, J. 2013. El compromiso organizacional: un valor personal y empresarial en el marketing interno. Revista de Estudios Empresariales. Segunda época. 1 (2013), pp. 67-86.
Gamificacion con estrategia de marketing interno
Ruiz-Alba, J., Navarro, F. and Jiménez, S. 2013. Gamificacion con estrategia de marketing interno. Intangible Capital. 9 (4), pp. 1113-1144. https://doi.org/10.3926/ic.455
Telecommuting in Schneider Electric Spain
Las Heras, M. and Ruiz-Alba, J. 2012. Telecommuting in Schneider Electric Spain. 25 EBEN Annual Conference. Work, Virtues and Flourishing. Better people, better organisations, better societies. IESE Business School, Barcelona, Spain 19 - 22 Sep 2012
Case study IESE Business School. "Michel Saint-Laurent"
Ruiz-Alba, J. and Chinchilla, N. 2011. Case study IESE Business School. "Michel Saint-Laurent". IESE Publishing.
Case study IESE Business School. "Ignacio Valente"
Ruiz-Alba, J., Las Heras, M. and Chinchilla, N. 2009. Case study IESE Business School. "Ignacio Valente".
Analysis of the environment in Marketing
Ruiz-Alba, J. 2008. Analysis of the environment in Marketing. in: Garcia. D. (ed.) Manual of Marketing Madrid, Spain ESIC. pp. 63-105
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