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The dyadic bank-SME relationship: Customer adaptation in interaction, role and organisation
KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
2009 (English)In: Journal of Small Business and Enterprise Development, ISSN 1462-6004, E-ISSN 1758-7840, Vol. 16, no 4, 615--627 p.Article in journal (Refereed) Published
Abstract [en]

Purpose: This paper aims to emphasise the theory of adaptation in the analysis of banks' ability to meet the needs of their SME customers. This analysis involves examining the interaction process between the two parties, determining how the role of bankers is perceived and studying how banks as organisations function. Design/methodology/approach: In the study a total of 60 interviews are conducted, of which 45 are conducted with SME owners. For this specific study, data drawn from in depth interviews conducted with SME owners and with bankers are presented. Findings: The following main factors affect the adaptation process and can help explain the difficulties of banks to adapt to their SME customers: the lack of communication and contact in the interaction process, the lack of knowledge and competence of individual bankers as regards their customers' specific businesses and the centralised and standardised system that prevails within the banking organisation. Also, in this study it is found that the organisational structure influences how individual bankers perceive themselves and their ability to adapt to the needs of SMEs, which in turn affects the individual bankers' adaptability when interacting with their SME customers. Originality/value: To the best of the authors' knowledge, adaptation has not been examined in relation to the concepts of interaction, role and organisation, or within the banking industry

Place, publisher, year, edition, pages
2009. Vol. 16, no 4, 615--627 p.
Keyword [en]
Banking; Communication; Small to medium-sized enterprises
National Category
Business Administration
Identifiers
URN: urn:nbn:se:kth:diva-11541DOI: 10.1108/14626000911000956Scopus ID: 2-s2.0-72149091455OAI: oai:DiVA.org:kth-11541DiVA: diva2:277620
Note
QC 20100813Available from: 2009-11-19 Created: 2009-11-19 Last updated: 2010-08-13Bibliographically approved
In thesis
1. Understanding bank-SME relationships: the influence of adaptation and fairness on customer satisfaction
Open this publication in new window or tab >>Understanding bank-SME relationships: the influence of adaptation and fairness on customer satisfaction
2009 (English)Doctoral thesis, comprehensive summary (Other academic)
Place, publisher, year, edition, pages
Stockholm: KTH Royal Institute of Technology, 2009. 235 p.
Series
TRITA/KTH/CEFIN-DT, ISSN 1654-9376 ; 2009:03
Keyword
SMEs, banks, adaptation, fairness, customer satisfaction, relationships
National Category
Business Administration
Identifiers
urn:nbn:se:kth:diva-11549 (URN)978-91-976270-9-2 (ISBN)
Public defence
2009-12-11, Sal V3, Teknikringen 72, KTH, Stockholm, 10:00 (Swedish)
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Note

QC 20100813

Available from: 2009-11-20 Created: 2009-11-19 Last updated: 2013-11-11Bibliographically approved

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