Ing, Rebel In The Banking Reaction Paper

If ING Direct can attain this level of internal efficiency then they will continue to grow. Yet this is the flex point of their business model and it has to expand to meet customer expectations and hold churn constant or reduce it over time. It is a challenging business model yet ING Direct shows potential to handle it. References

Sven C. Berger, and Christian M. Messerschmidt. 2009. Babbling before banking? Online communities and pre-purchase information seeking. The International Journal of Bank Marketing 27, no. 6, (September 20): 446-466.

Chesbrough, H.. 2011. Bringing Open Innovation to Services. MIT Sloan Management Review 52, no. 2, (January 1): 85-90.

Cutcher, L.. 2008. Service sells: Exploring connections between customer service strategy and the psychological contract. Journal of Management and Organization 14, no....

...

2, (May 1): 116-126.
Dunford, R., I. Palmer, and J. Benveniste. 2010. Business Model Replication for Early and Rapid Internationalisation: The ING Direct Experience. Long-Range Planning 43, no. 5/6, (October 1): 655.

Roland Kantsperger, and Werner H. Kunz. 2010. Consumer trust in service companies: a multiple mediating analysis. Managing Service Quality 20, no. 1, (January 1): 4-25.

Loonam, M., and D. O'loughlin. 2008. An observation analysis of e-service quality in online banking. Journal of Financial Services Marketing 13, no. 2, (September 1): 164-178.

Jan Mattsson, and Helge Helmersson. 2005. Internet banking: modelling the e-competence of customers with a text-analytic CIT approach. The International Journal of Bank Marketing 23, no. 6/7, (September 20): 470-483.

Ozdemir, S., and P. Trott. 2009.…

Sources Used in Documents:

References

Sven C. Berger, and Christian M. Messerschmidt. 2009. Babbling before banking? Online communities and pre-purchase information seeking. The International Journal of Bank Marketing 27, no. 6, (September 20): 446-466.

Chesbrough, H.. 2011. Bringing Open Innovation to Services. MIT Sloan Management Review 52, no. 2, (January 1): 85-90.

Cutcher, L.. 2008. Service sells: Exploring connections between customer service strategy and the psychological contract. Journal of Management and Organization 14, no. 2, (May 1): 116-126.

Dunford, R., I. Palmer, and J. Benveniste. 2010. Business Model Replication for Early and Rapid Internationalisation: The ING Direct Experience. Long-Range Planning 43, no. 5/6, (October 1): 655.


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