Enhancing knowledge and strategic planning of bank customer loyalty using fuzzy cognitive maps

Technological and Economic Development of Economy

João J. M. Ferreira¹  Cristina I. M. A. S. Fernandes²  Marjan S. Jalali³  Fernando A. F. Ferreira⁴  Ieva Meidutė-Kavaliauskienė⁵ 

[1] Fogelman College of Business and Economics, University of Memphis, Memphis, TN 38152–3120, USA;Department of Business and Economics & NECE Research Unit, University of Beira Interior, Estrada do Sineiro, 6200–209 Covilhã, Portugal;Faculty of Business Management, Vilnius Gediminas Technical University, Saulėtekio al. 11, LT-10223 Vilnius, Lithuania;ISCTE Business School, BRU-IUL, University Institute of Lisbon, Avenida das Forças Armadas, 1649–026 Lisbon, Portugal;Polytechnic Institute of Castelo Branco & NECE Research Unit, Largo do Município, 6060–163 Idanha-a-Nova, Portugal & NECE Research Unit, Portugal;

关键词: customer loyalty;    fuzzy cognitive mapping;    knowledge enhancement;    problem structuring;    service improvement;   

DOI  :  10.3846/20294913.2016.1213200

来源: DOAJ

【 授权许可】

Unknown