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Strandberg, Christer
Publications (10 of 44) Show all publications
Nourallah, M., Strandberg, C. & Öhman, P. (2018). Mobile bank application: An empirical study of young bank customers. In: : . Paper presented at 10th Nordic Workshop on Relationship Dynamics-NoRD2018, Karlstad, Sweden. September 19-21, 2018.
Open this publication in new window or tab >>Mobile bank application: An empirical study of young bank customers
2018 (English)Conference paper, Oral presentation only (Other academic)
National Category
Business Administration
Identifiers
urn:nbn:se:miun:diva-34477 (URN)
Conference
10th Nordic Workshop on Relationship Dynamics-NoRD2018, Karlstad, Sweden. September 19-21, 2018
Available from: 2018-09-24 Created: 2018-09-24 Last updated: 2018-09-24Bibliographically approved
Wahlberg, O., Öhman, P. & Strandberg, C. (2016). How personal advisors make a difference in serving “almost rich” bank customers. International Journal of Bank Marketing, 34(6), 904-923
Open this publication in new window or tab >>How personal advisors make a difference in serving “almost rich” bank customers
2016 (English)In: International Journal of Bank Marketing, ISSN 0265-2323, E-ISSN 1758-5937, Vol. 34, no 6, p. 904-923Article in journal (Refereed) Published
Abstract [en]

Purpose

The purpose of this paper is to explore mass affluent customer perceptions of the service quality delivered by personal advisors and banks, and the contributions of personal advisors and banks to customer satisfaction; and also to analyse the strength of the relationship between customer satisfaction with personal advisors and banks.

Design/methodology/approach

A survey composed of items designed to mirror service quality practices used in the mass affluent segment was administered to customers of a major Swedish bank. Statistical analyses of the responses were performed.

Findings

Four service quality dimensions are identified as salient to customer satisfaction: interpersonal behaviour, knowledge, service portfolio, and trust. The relative importance of these dimensions depends on whether customer satisfaction with the personal advisor or the bank is focused. Moreover, the analysis indicates a double “rubbing off” effect where customer satisfaction with the personal advisor influences customer satisfaction with the bank and vice versa.

Originality/value

The unexplored separation of service quality provided by the bank and the personal advisor is central to perceived service quality. The study focuses on customer satisfaction in the mass affluent segment, which is an unexplored context different from retail banking.

Keywords
Bank, Customer satisfaction, Mass affluent segment, Personal advisor, Service quality
National Category
Social Sciences
Identifiers
urn:nbn:se:miun:diva-28803 (URN)10.1108/IJBM-03-2015-0027 (DOI)000386032000006 ()2-s2.0-84986587060 (Scopus ID)
Available from: 2016-09-16 Created: 2016-09-16 Last updated: 2017-11-29Bibliographically approved
Wahlberg, O., Öhman, P. & Strandberg, C. (2016). Kunders tillfredsställelse med personliga rådgivare och banken. Sundsvall: Mittuniversitetet
Open this publication in new window or tab >>Kunders tillfredsställelse med personliga rådgivare och banken
2016 (Swedish)Report (Other academic)
Abstract [sv]

Bankerna satsar allt mer på personliga rådgivare. I denna studie har Olof Wahlberg, Peter Öhman och Christer Strandberg vid CER studerat vilka kvalitetsdimensioner som är av betydelse för att kunderna ska vara nöjda med sina personliga rådgivare och om det är samma kvalitets-dimensioner som skapar kundnöjdhet gentemot banken. Resultaten visar att kunskap och mellanmänskligt beteende i första hand är relaterat till kundtillfredsställelsen med personliga rådgivare, medan förtroende och serviceportföljen är relaterat till tillfredsställelsen med banken ifråga. Forskningsresultaten har tidigare publicerats i den internationella tidskriftsartikeln “How personal advisors make a difference in serving ’ almost rich’ bank customers” (Wahlberg, Öhman och Strandberg, 2016).

Place, publisher, year, edition, pages
Sundsvall: Mittuniversitetet, 2016. p. 8
Series
Rapport / CER - Centrum för forskning om ekonomiska relationer ; 2016:2
National Category
Social Sciences
Identifiers
urn:nbn:se:miun:diva-29608 (URN)
Available from: 2016-12-15 Created: 2016-12-15 Last updated: 2017-11-30Bibliographically approved
Strandberg, C., Wahlberg, O. & Öhman, P. (2015). Bankkunders engagemang och framtida lojalitet.
Open this publication in new window or tab >>Bankkunders engagemang och framtida lojalitet
2015 (Swedish)Report (Other (popular science, discussion, etc.))
Publisher
p. 6
Series
Rapport / CER - Centrum för forskning om ekonomiska relationer ; 2015:3
National Category
Social Sciences
Identifiers
urn:nbn:se:miun:diva-27521 (URN)
Available from: 2016-04-25 Created: 2016-04-25 Last updated: 2017-11-29Bibliographically approved
Strandberg, C., Wahlberg, O. & Öhman, P. (2015). Effects of commitment on intentional loyalty at the person-to-person and person-to-firm levels. Journal of Financial Services Marketing, 20(3), 191-207
Open this publication in new window or tab >>Effects of commitment on intentional loyalty at the person-to-person and person-to-firm levels
2015 (English)In: Journal of Financial Services Marketing, ISSN 1363-0539, E-ISSN 1479-1846, Vol. 20, no 3, p. 191-207Article in journal (Refereed) Published
Abstract [en]

This study explores how customers' affective commitment and calculative commitment to the personal adviser and bank, respectively, affect their intentional loyalty to the personal adviser and bank. Data were collected using a web survey of mass affluent customers of a major Swedish bank. Responses were measured and analysed using factor, correlation, and regression analyses. The results reveal that the person-to-person and person-to-firm loyalty categories are influenced by affective and calculative commitment to the personal advisor and by affective commitment to the bank, but not by calculative commitment to the bank. Moreover, there is a strong relationship between customer loyalty to the personal adviser and to the bank. It can be concluded that affective commitment has a stronger overall impact on customer loyalty than does calculative commitment, indicating the importance of creating affective ties with customers, and that personal advisers are central to bank-customer relationships. The importance of financial issues to mass affluent customers implies that both affective commitment and calculative commitment to the personal adviser are important in building customer loyalty to a bank or brand. © 2015 Macmillan Publishers Ltd.

Keywords
affective commitment, banks, calculative commitment, intentional loyalty, mass affluent customers, personal advisers
National Category
Economics and Business
Identifiers
urn:nbn:se:miun:diva-25908 (URN)10.1057/fsm.2015.13 (DOI)000363402300004 ()2-s2.0-84941213999 (Scopus ID)
Note

Export Date: 23 September 2015

Available from: 2015-09-23 Created: 2015-09-23 Last updated: 2017-12-01Bibliographically approved
Strandberg, C. (2013). Förväntad och levererad servicekvalitet i en telefonbank.
Open this publication in new window or tab >>Förväntad och levererad servicekvalitet i en telefonbank
2013 (Swedish)Report (Other academic)
Publisher
p. 7
Series
Rapport / CER - Centrum för forskning om ekonomiska relationer ; 2013:5
National Category
Social Sciences
Identifiers
urn:nbn:se:miun:diva-20882 (URN)
Available from: 2013-12-20 Created: 2013-12-20 Last updated: 2013-12-20
Strandberg, C., Wahlberg, O. & Öhman, P. (2012). Bankkunders upplevelser av servicekvalitet.
Open this publication in new window or tab >>Bankkunders upplevelser av servicekvalitet
2012 (Swedish)Report (Other academic)
Series
Rapport / CER - Centrum för forskning om ekonomiska relationer ; 2012:7
National Category
Social Sciences
Identifiers
urn:nbn:se:miun:diva-17736 (URN)
Available from: 2012-12-14 Created: 2012-12-14 Last updated: 2017-11-29Bibliographically approved
Strandberg, C., Wahlberg, O. & Öhman, P. (2012). Challenges in serving the mass affluent segment: bank customer perceptions of service quality. Managing Service Quality, 22(4), 359-385
Open this publication in new window or tab >>Challenges in serving the mass affluent segment: bank customer perceptions of service quality
2012 (English)In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 22, no 4, p. 359-385Article in journal (Refereed) Published
Abstract [en]

Purpose - The purpose of this paper is to explore the possible usefulness of a combined multi-attribute and Kano model in analysing how service quality is perceived by mass affluent bank customers. More precisely, to identify quality dimensions, attributes, and items in terms of taken-for-granteds, proportionals, delighters, and neutrals. Design/methodology/approach - Using a survey, the authors measured how mass affluent customers in one region in a major Swedish bank perceived service quality. Responses were analysed with reference to both multi-attribute service quality and Kano models. Findings - The combined model seems to provide some guidance regarding how service quality is perceived by bank customers in the mass affluent segment. The significant number of neutral items reveals potentially wasted resources. The finding of only one delighter item reveals that mass affluent customers are difficult to please. However, substantial heterogeneity exists in customer perceptions of the service quality items investigated. Research limitations/implications - This exploratory study examines only one bank in one region in one country, implying a need for additional research applying this combined model and other methods to investigate private banking in the mass affluent segment. Practical implications - The significant number of neutrals implies that banks might be more efficient if they avoided spending resources on such items. The conspicuous spread in conceptions of service quality items suggests that bank managers and personal bankers may benefit from co-creating services with mass affluent customers. Social implications - Banks are intermediates on financial markets. Improved and customized service quality could make mass affluent customers inclined to invest their resources in ways that promote economic growth. Originality/value - In addition to traditional measurement models, the Kano model may contribute to service quality assessment in private banking.

Keywords
Sweden, Customer services quality, Banking, Private banking, Mass affluent customers, Kano model
National Category
Business Administration
Identifiers
urn:nbn:se:miun:diva-17255 (URN)10.1108/09604521211253478 (DOI)000308624200002 ()2-s2.0-84863496581 (Scopus ID)
Available from: 2012-10-29 Created: 2012-10-27 Last updated: 2017-12-07Bibliographically approved
Strandberg, C. & Dalin, R. (2010). The role of strategic context, operational requirements, and work design in in-house call centres in the financial sector. Managing Service Quality, 20(6), 544-564
Open this publication in new window or tab >>The role of strategic context, operational requirements, and work design in in-house call centres in the financial sector
2010 (English)In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 20, no 6, p. 544-564Article in journal (Refereed) Published
Abstract [en]

Purpose – The purpose of this paper is to explore and describe associations between the strategic (market/industry) context, the operational requirements, and the work design of in-house, inbound call centres in the financial sector.

Design/methodology/approach – This cross-sectional study uses data from a survey conducted between February 2002 and September 2005 as part of the Global Call Centre Industry Project, which included call centres from 17 countries. The present analysis is based on a sub-sample of 375 call centres from that survey.

Findings – Managers of in-house, inbound call centres in the financial-services sector claim that they adopt a relationship-oriented approach to the work of their call centres; however, the present study demonstrates that they fail to design their employees' work appropriately to meet this requirement. This is especially the case for call centres in the insurance sector.

Research limitations/implications – The original data collection was undertaken in a much broader context than this delineated study. There is a need to develop the concepts of relationship building and work design in the context of call centres. There is also a need to explore the perspective of employees with regard to operational requirements and work design and the customer's perception of service quality.

Practical implications – If managers of call centres in the financial-services sector really wish to encourage relationship building between employees and customers, they need to reconsider the current work design of their call centres.

Originality/value – The paper enhances knowledge of how operational requirements are linked to work design in call centres.

Keywords
call centres, work design, financial services, customer relations, service industries
National Category
Business Administration
Identifiers
urn:nbn:se:miun:diva-12449 (URN)10.1108/09604521011092884 (DOI)000286411100004 ()2-s2.0-78649236855 (Scopus ID)
Available from: 2010-12-07 Created: 2010-12-07 Last updated: 2017-12-11Bibliographically approved
Wahlberg, O., Strandberg, C., Sandberg, K. W., Anderson, K., Borglund, E. A. . & Sirkemaa, S. (2009). How a Medium Sized Enterprise Applies the CRM Approach in its Marketing. In: Proceedings of the 3rd European Conference on Information Management and Evaluation: . Paper presented at 3rd European Conference on Information Management and Evaluation, Sep 17-18, 2009, Gothenburg, Sweden (pp. 448-459). Academic Conferences Limited
Open this publication in new window or tab >>How a Medium Sized Enterprise Applies the CRM Approach in its Marketing
Show others...
2009 (English)In: Proceedings of the 3rd European Conference on Information Management and Evaluation, Academic Conferences Limited, 2009, p. 448-459Conference paper, Published paper (Refereed)
Abstract [en]

The purpose is to describe how a medium sized enterprise with an international scope, positive economic development, and relatively high ICT maturity applies the CRM approach in its marketing. Medium sized enterprises with these features are assumed to be role models for smaller enterprises, and in particular for smaller enterprises with growth ambitions. This case study is based on structured interviews conducted with the CEO and the manager responsible for IT and IS development in the enterprise. The findings show that the enterprise endorses a customer-oriented business strategy, supported by fairly simple information gathering and analysing methods; that the dependency on agents and dealers is a problem in an CRM perspective; and that the development of the Web offers new possibilities for CRM practices and policies.

Place, publisher, year, edition, pages
Academic Conferences Limited, 2009
Keywords
CUSTOMER RELATIONSHIP MANAGEMENT; QUALITY
National Category
Computer and Information Sciences
Identifiers
urn:nbn:se:miun:diva-9656 (URN)000274173600049 ()2-s2.0-84896279501 (Scopus ID)978-1-906638-44-3 cd (ISBN)978-1-906638-43-6 (ISBN)
Conference
3rd European Conference on Information Management and Evaluation, Sep 17-18, 2009, Gothenburg, Sweden
Available from: 2009-09-16 Created: 2009-09-16 Last updated: 2018-01-13Bibliographically approved
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