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Customer-focused Technology and Performance in Small and Large Banks


  • Liebach Lüneborg, Johannes
  • Flohr Nielsen, Jørn


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

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    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.


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