Measuring Customer Relationships: The Case of the Retail Banking Industry
Published Online:1 Jun 2005https://doi.org/10.1287/mnsc.1050.0376
References
- AAA Financial Accounting Standards Committee Recommendations on disclosure of nonfinancial performance measures. Accounting Horizons (2002) 16:353–362Crossref, Google Scholar
- The strategic role of product quality. J. Marketing (1987) 51:31–44Crossref, Google Scholar
- American Bankers AssociationRetail Banking: An ABA Survey Report (1997) (Washington, D.C) Google Scholar
- American Institute of Certified Public AccountantsAICPA Audit and Accounting Guide—Banks and Savings Institutions (1997) (AICPA, New York) Google Scholar
- Value relevance of nonfinancial information: The wireless communications industry. J. Accounting Econom. (1996) 22:3–30Crossref, Google Scholar
- Customer satisfaction, market share, and profitability: Evidence from Sweden. J. Marketing (1994) 56:53–66Crossref, Google Scholar
- Banks’ rates giving savers little to cheer. The New York Times (2001) October 3Google Scholar
- Bank Administration InstituteNew Paradigms in Retail Banking: The RDS Report on the Future of Retail Banking Delivery—Executive Summary (1998) (Chicago, IL) Google Scholar
- An empirical investigation of an incentive plan that includes nonfinancial performance measures. Accounting Rev. (2000) 75:65–92Crossref, Google Scholar
- Financial reporting, supplemental disclosures, and bank share prices. J. Accounting Res. (1989) 27:157–178Crossref, Google Scholar
- A dynamic model of customers’ usage of services: Usage as an antecedent and consequence of satisfaction. J. Marketing Res. (1999) 36:171–186Crossref, Google Scholar
- Using nonfinancial performance measures as a control system for monitoring and revising corporate strategy. (2003) . Working paper, Harvard Business School, Harvard University, Cambridge, MAGoogle Scholar
- Accounting earnings and cash flows as measures of firm performance: The role of accounting accruals. J. Accounting Econom. (1994) 18:3–42Crossref, Google Scholar
- Fair value disclosures by bank holding companies. J. Accounting Econom. (1996) 22:79–117Crossref, Google Scholar
- Accounting classification and the predictive content of earnings. Accounting Rev. (1996) 71:337–355Google Scholar
- Process variation as a determinant of bank performance: Evidence from the retail banking study. Management Sci. (1999) 45:1210–1220Link, Google Scholar
- Econometric Analysis (1993) 3rd ed.(Macmillan Press, New York) Google Scholar
- The stock market and capital accumulation. Amer. Econom. Rev. (2001) 91:1185–1202Crossref, Google Scholar
- Traditional chains making inroads in the online market. The New York Times (2000) Dec. 23Google Scholar
- The core deposit intangible asset. Accounting Horizons (1991) 5:38–49Google Scholar
- The effects of human resource management practices on productivity: A study of steel finishing firms. Amer. Econom. Rev. (1997) 87:291–313Google Scholar
- Are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction. J. Accounting Res. (1998a) 36(Supplement):1–35Crossref, Google Scholar
- Innovations in performance measurement: Trends and research implications. J. Management Accounting Res. (1998b) 10:205–238Google Scholar
- Assessing empirical research in managerial accounting: A value-based management perspective. J. Accounting Econom. (2001) 32:349–410Crossref, Google Scholar
- Coming up short on nonfinancial performance measurement. Harvard Bus. Rev. (2003) 81(11):88–95Google Scholar
- The choice of performance measures in annual bonus contracts. Accounting Rev. (1997) 72:231–255Google Scholar
- The Balanced Scorecard (1996) (Harvard Business School Press, Boston, MA) Google Scholar
- Drivers of customer satisfaction for software products: Implications for design and service support. Management Sci. (1995) 41:1456–1470Link, Google Scholar
- Customer satisfaction and future financial performance: Discussion of “Are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction.”. J. Accounting Res. (1998) 36:27–46Crossref, Google Scholar
- Waste minimization at 3M company: A field study in nonfinancial performance measurement. J. Management Accounting Res. (1999) 11:29–43Google Scholar
- Intangibles: Management, Measurement and Reporting (2001) (Brookings Institution Press, Washington, D.C) Google Scholar
- Constructing instruments for regressions with measurement error when no additional data are available, with an application to patents and R&D. Econometrica (1997) 65:1201–1213Crossref, Google Scholar
- Underidentification, structural estimation, and forecasting. Econometrica (1960) 28:855–865Crossref, Google Scholar
- Bottomline Banking (1994) (Probus Publications, Chicago, IL) Google Scholar
- Citigroup to buy Associates First for $31 billion. The New York Times (2000) Sept. 7Google Scholar
- Complementarities and fit strategy, structure, and organizational change in manufacturing. J. Accounting Econom. (1995) 19:179–208Crossref, Google Scholar
- The revenue implications of financial and operational measures of product quality. Accounting Rev. (2001) 76:495–513Crossref, Google Scholar
- Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy (2000) (The Free Press, New York) Google Scholar
- Financial Institutions Management: A Modern Perspective (1997) 2nd ed.(Irwin Series in Finance, Chicago, IL) Google Scholar
- The effect of measurement alternatives on a nonfinancial quality measure’s forward-looking properties. Accounting Rev. (2003) 78:555–580Crossref, Google Scholar
- The value relevance of nonfinancial information: A discussion. J. Accounting Econom. (1996) 22:31–42Crossref, Google Scholar
- Inefficient Markets (2000) (Oxford University Press, Oxford, UK) Crossref, Google Scholar

