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Title: Managing customer expectations in financial services : opportunities and challenges
Authors: Tam, JLM 
Issue Date: 2007
Publisher: Palgrave Macmillan
Source: Journal of financial services marketing, 2007, v. 11, no. 4, p. 281-289 How to cite?
Journal: Journal of financial services marketing 
Abstract: Although studies have been conducted to advance our understanding of the concept of expectations, a number of challenges have been created in relation to the nature, types and dynamics of these expectations, and the effects of expectations on subsequent evaluations, both of which need closer attention. The objectives of this paper are to examine these challenges in the context of financial services, and discuss how financial service providers can manage customer expectations to their advantage. A set of propositions is developed, and suggestions for future research are also discussed.
ISSN: 1363-0539
EISSN: 1479-1846
DOI: 10.1057/palgrave.fsm.4760049
Appears in Collections:Journal/Magazine Article

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