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All Outputs (2)

Employee empowerment and customer satisfaction: an investigation from a UAE banking sector perspective. (2016)
Presentation / Conference
SHEDID, M. and RUSSELL, K. 2016. Employee empowerment and customer satisfaction: an investigation from a UAE banking sector perspective. Presented at the 2016 Dubai International conference for advanced research in business (ICARB 2016), 12-13 Dec 2016, Al Badaa, Dubai.

This article reflects the results of a pilot study conducted in connection with an analysis of the antecedents and consequences of empowerment on the service quality for UAE Banking customers and the banking sector in general. The research focuses on... Read More about Employee empowerment and customer satisfaction: an investigation from a UAE banking sector perspective..

The direct and mediated effects of customer relationship management (CRM) systems usage as service delivery channels on consumer buying behaviour: an empirical appraisal of the context of the Nigerian banking industry. (2016)
Thesis
OMOGE, A.P. 2016. The direct and mediated effects of customer relationship management (CRM) systems usage as service delivery channels on consumer buying behaviour: an empirical appraisal of the context of the Nigerian banking industry. Robert Gordon University, PhD thesis.

Ample evidence from the literature suggests that in recent years, banks have been heavily investing in customer relationship management (CRM) systems. The reasons for this are traced to banks' emergent need to gain and sustain competitive advantage t... Read More about The direct and mediated effects of customer relationship management (CRM) systems usage as service delivery channels on consumer buying behaviour: an empirical appraisal of the context of the Nigerian banking industry..