In the financial market as a component of the intangibles of an institution – the existing customer base as a numerical quantity – weighted with the loyalty of the customers to the institution (customer loyalty). This parameter is very difficult to measure because loyalty to a bank is demonstrably dependent on many subjective reasons in addition to economic considerations such as the scope of the bank’s offering or costs. – See human capital, key account, customer loyalty, customer care, customer centricity, repeat business, partner capital.
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University Professor Dr. Gerhard Merk, Dipl.rer.pol., Dipl.rer.oec.
Professor Dr. Eckehard Krah, Dipl.rer.pol.
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