|
|
Reference
|
|
|
Babić-Hodović, V. (2012) Marketing in Banking. Sarajevo: Faculty of Economics
|
|
|
Barnes, J.G. (2001) Secrets of Customer Relationship Management. New York: McGraw-Hill
|
|
|
Belgrade Institute of Economic Sciences (2011) Macroeconomic analysis and trends research. [online]. Available at: http://www.ecinst.org.rs (Accessed 15th September 2015)
|
|
|
Berlon, D. (2009) Where do people do their banking? You might be surprised. GALLUP Management Journal, Available at http://www.gmj.gallup.com/content/116488/people-banking.aspx
|
|
1
|
Board of Governors of Federal Reserve System (2015) Consumers and mobile financial services 2015. http:// www.federalreserve.gov/econresdata/consumersand-mobile-financial-services-report-201503.pdf (Accessed 10th December, 2016)
|
|
|
Central bank of Montenegro (2012) Chief economist annual report BCG. [online]. Available at: http://www.cb-cg.org/eng (Accessed 16th September 2015)
|
|
|
Commerzbank AG Germany (2014) The brand Commerzbank: The first step is followed by the next one. [online]. Available at: https://www.commerzbank.com (Accessed 20th September 2015)
|
|
|
Cravens, D.W., Piercy, N.F. (2006) Strategic marketing. Boston: McGraw-Hill
|
|
|
Farquhar, J., Meidan, A. (2010) Marketing Financial Services. Palgrave Macmillan
|
|
|
Filipović, V., Janičić, R. (2010) Strategic Marketing. Belgrade: Faculty of Organizational Sciences
|
|
|
Haeckel, S.H., Carbone, L.P., Berry, L.L. (2003) How to lead the customer experience. Marketing Management, 12(1), 18-23
|
|
|
Jober, D., Fahy, J. (2006) Foundations of Marketing. Berkshire: McGraw-Hill
|
|
|
Johnston, R., Kong, X. (2011) The customer experience: a road‐map for improvement. Managing Service Quality: An International Journal, 21(1): 5-24
|
|
|
Kassim, N.M., Souiden, N. (2007) Customer retention measurement in the UAE banking sector. Journal of Financial Services Marketing, 11(3): 217-228
|
|
|
Kaur, N. (2013) Customer relationship management in Indian banking sector. Management Edge, 6 (1), 33-43
|
|
|
King, B. (2010) What banking branches will become?. [online]. Available at: http://www.banking4tomorrow.com/wp content/uploads/2010/06/CH3-1 (Accessed 17th September 2015)
|
|
14
|
Kotler, Ph., Keller, K. (2006) Marketing menadžment. Beograd: Data status, 12 e
|
|
|
Lanning, M.J. (1998) Delivering profitable value: a revolutionary framework to accelerate growth, generate wealth and rediscover the heart of business. Reading: Perseus Books
|
|
|
Lovreta, S., Barry, B., Petković, G., Veljković, S., Crnković, J., Bogetić, Z. (2010) Customer Relationship Management. Belgrade: Data Status
|
|
1
|
Maričić, B. (2002) Consumer Behavior. Belgrade: Čugura print
|
|
1
|
Meidan, A. (1998) Marketing Financial Services. Glasgow: University of Strathclyde
|
|
|
Menconi, P. (2001) Building a great customer relationship management strategy. AMR-Research, White Paper
|
|
|
Peppers, D., Rogers, M. (1995) A new marketing paradigm: Share of customer, not market share. Planning Review, 23(2): 14-18
|
|
|
Pine, J.B., Gilmore, J.H. (1998) Welcome to the experience economy. Harvard Business Review, 76 (Jul.-Aug): 97-105
|
|
|
Poulsson, S.H.G., Kale, S.H. (2004) The Experience Economy and Commercial Experiences. Marketing Review, 4(3): 267-277
|
|
|
Raiffeisen Bank International (2014) RZB and RBI streamline corporate communications. [online]. Available at: www.rbinternational.com/eBusines (Accessed 17th September 2015)
|
|
|
Rakita, B. (2006) International Business and Management. Belgrade: Čugura print
|
|
|
Stevenson, B. (1989) Marketing Financial to Corporate Clients. Cambridge: Woodheand-Faulkner
|
|
|
Walter, U., Edvardsson, B., Öström, Å. (2010) Drivers of customers' service experiences: a study in the restaurant industry. Managing Service Quality: An International Journal, 20(3): 236-258
|
|
|
|