IDEAS home Printed from https://ideas.repec.org/a/eee/eurman/v21y2003i2p258-269.html
   My bibliography  Save this article

Customer-focused Technology and Performance in Small and Large Banks

Author

Listed:
  • Liebach Lüneborg, Johannes
  • Flohr Nielsen, Jørn

Abstract

Drawing on resource-based views on information systems impact, this study explores the path to relationship-marketing performance through the application of new technology in the broad sense. Based on survey data from 278 retail banks in Denmark, Finland, Norway and Sweden the paper analyzes differences due to size in the use of Internet-banking and customer-relationship management. The findings mainly indicate that the positive effects of using customer-focused technology are strongest in small banks. Large banks generally have the most sophisticated applications but they do not outperform small banks. Small banks seem to have reached a sufficient technological level through inter-firm cooperation.

Suggested Citation

  • Liebach Lüneborg, Johannes & Flohr Nielsen, Jørn, 2003. "Customer-focused Technology and Performance in Small and Large Banks," European Management Journal, Elsevier, vol. 21(2), pages 258-269, April.
  • Handle: RePEc:eee:eurman:v:21:y:2003:i:2:p:258-269
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0263237303000203
    Download Restriction: Full text for ScienceDirect subscribers only

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Agostino, Deborah & Arnaboldi, Michela, 2012. "Design issues in Balanced Scorecards: The “what” and “how” of control," European Management Journal, Elsevier, vol. 30(4), pages 327-339.
    2. Dehghan Nejad, Omid, 2011. "Does customer relationship management matter in the banking system? the case of Iran," MPRA Paper 31478, University Library of Munich, Germany.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:eurman:v:21:y:2003:i:2:p:258-269. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Dana Niculescu). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/115/description#description .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.