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What a Difference a Bank Makes
Jönköping University, Jönköping International Business School, JIBS, EMM (Entrepreneurship, Marketing, Management).
Jönköping University, Jönköping International Business School, JIBS, EMM (Entrepreneurship, Marketing, Management).
2006 (English)Independent thesis Basic level (degree of Bachelor), 15 points / 22,5 hpStudent thesis
Abstract [en]

Nowadays, the service industry, especially banks, faces increasing competition. In such environment, differentiation is necessary. The general purpose of this thesis is to understand how a bank can achieve differentiation based on a marketing approach. Two research questions will respectively examine the three additional P’s of the marketing mix (People, Presentation or Physical Evidence and Process) and the Customer Relationship Management as possible differentiators. To fulfill the purpose, the authors of the thesis introduce an extended model of the CRM concept, including the three additional P’s. Further, the researchers of the thesis interview the four major banks in Sweden SEB, Svenska Handelsbanken, FöreningsSparbanken and Nordea, to test their model. After an analysis of the interviews, the authors come to the conclusion that the extended model of the CRM concept is actually used as a differentiator. However, as the four major Swedish banks have a similar strategy; it then appears really difficult to differentiate to a large extent.

Place, publisher, year, edition, pages
2006. , 69 p.
Keyword [en]
Bank Differentiation, Customer Relationship Management, Marketing Mix, Financial Service Marketing
National Category
Economics and Business
Identifiers
URN: urn:nbn:se:hj:diva-478OAI: oai:DiVA.org:hj-478DiVA: diva2:4191
Uppsok
samhälle/juridik
Supervisors
Examiners
Available from: 2006-06-28 Created: 2006-06-28

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf