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  • 1.
    Berggren, Björn
    et al.
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance. KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Lundahl, Nicolaus
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance. KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Silver, Lars
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance. KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Vegholm, Fatima
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance. KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Bankers finansiering av små och medelstora företag2009In: Finanssektorns rolli samhällsbyggandet / [ed] Eriksson, Kent och Söderberg, Inga-Lill, SparbanksAkademin , 2009, 1, p. 50-55Chapter in book (Other academic)
  • 2.
    Berggren, Björn
    et al.
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Lundahl, Nicolaus
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Silver, Lars
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Vegholm, Fatima
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Crisis management: Entrepreneurship and social capital in local business communities2004Conference paper (Other academic)
  • 3.
    Berggren, Björn
    et al.
    Uppsala University.
    Lundahl, Nicolaus
    KTH, Superseded Departments, Infrastructure.
    Silver, Lars
    Uppsala University.
    Vegholm, Fatima
    KTH, Superseded Departments, Infrastructure.
    Norrtäljeprojektet - En lägesrapport2004Report (Other academic)
  • 4.
    Berggren, Björn
    et al.
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance. KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Lundahl, Nicolaus
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance. KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Silver, Lars
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance. KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Vegholm, Fatima
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance. KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    The influence of banks' advice to SMEs on customer satisfaction: The case for regulation2010In: International Journal of Services and Operations Management, ISSN 1744-2370, Vol. 7, no 2, p. 200-214Article in journal (Refereed)
  • 5.
    Berggren, Björn
    et al.
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Lundahl, Nicolaus
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Silver, Lars
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Vegholm, Fatima
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    You will get what you give: Entrepreneurs' images of their advisors2005Conference paper (Other academic)
  • 6.
    Berggren, Björn
    et al.
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance. KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Yildiz Dag, Sussi
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance. KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Eriksson, Kent
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance. KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Hermansson, Cecilia
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance. KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Karolin, Birgitta
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance. KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Lundahl, Nicolaus
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance. KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Nilsson, Daniel
    Silver, Lars
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance. KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Tapper Hoel, Jenni
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance. KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Vegholm, Fatima
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance. KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Affärer mellan kunder och bank- och finansföretag2006In: Utveckling av kundrelationer i bank- och finansmarknader / [ed] Eriksson, Kent, Studentlitteratur , 2006, 1, p. 13-16Chapter in book (Other academic)
  • 7.
    Lundahl, Nicolaus
    et al.
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Silver, Lars
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Vegholm, Fatima
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    In pursuit of key drivers of customer satisfaction in the SME-bank relationship2008In: Proceedings of the 5th International AGSE Entrepreneurship Research Exchange / [ed] L. Murray Gillin, 2008, p. 671-682Conference paper (Refereed)
    Abstract [en]

    In this study we have used ordinal logictics regression to identify key factors affectingcustomer satisfaction. In particular, the aim is to clarify whether SME satisfaction with theirbank is mainly related to core organisational capabilities of banks or if there is a significantrelationship aspect that needs to be covered as well. In this study we found customersatisfaction to be related to organisational as well as to relational factors. Organisationalfactors such as the banks’ ability to provide financing at reasonble conditions and theperceived focus of the banks on their products were found to affect SMEs satisfaction. Onthe relational dimension we found that personal banking relationship and the perceivedfeeling of customers of being able to turn to their bank also in times of difficulties have apositive effect on SMEs satisfaction.

  • 8.
    Lundahl, Nicolaus
    et al.
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Vegholm, Fatima
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Silver, Lars
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Technical and functional determinants of customer satisfaction in the bank-SME relationship2009In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 19, no 5, p. 581-594Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this study is to investigate the influence of the technical and functional dimensions of service management on customer satisfaction in the bank-SME relationship. Design/methodology/approach - An ordinal logistic regression analysis is used to examine a total of 221 responses to a questionnaire distributed to small and medium-sized enterprises (SMEs) in Sweden. Findings - Both the technical and the functional dimensions of service management were shown to correlate with customer satisfaction. Thus, SMEs seem to evaluate their banking relationship not only on the basis of the effectiveness and quality of banks' service outcomes but also on the care and manner in which the bankers deliver services. Research limitations/implications - The study shows that relationship variables, such as personal interaction is a strong determinant for customer satisfaction in the bank-SME relationship. Hence, there is a need for banks to focus training on understanding the issues of SMEs on a broader scale rather than solely on the sale of individual products. Originality/value - The study examines both the technical and functional dimensions of service management in the bank-SME relationship. Because most researchers treat ordinal scales as continuous variables, stronger conclusions can thus be drawn from the ordinal regression analysis performed here.

  • 9.
    Silver, Lars
    et al.
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Berggren, Björn
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Vegholm, Fatima
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    The impact of investment readiness on investor commitment and market accessibility in SMEs2010In: Journal of Small Business and Entrepreneurship, ISSN 0827-6331, E-ISSN 2169-2610, Vol. 23, no 1, p. 81-95Article in journal (Refereed)
  • 10.
    Silver, Lars
    et al.
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance.
    Vegholm, Fatima
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance.
    Assessing small firms business networks: banks evaluation of market positioning2006Conference paper (Refereed)
  • 11.
    Silver, Lars
    et al.
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Vegholm, Fatima
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    The dyadic bank-SME relationship: Customer adaptation in interaction, role and organisation2009In: Journal of Small Business and Enterprise Development, ISSN 1462-6004, E-ISSN 1758-7840, Vol. 16, no 4, p. 615--627Article in journal (Refereed)
    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

  • 12.
    Silver, Lars
    et al.
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance.
    Vegholm, Fatima
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Banking and Finance.
    The impact of the enabling organization on customer satisfaction: banks and their small business customers2005Conference paper (Refereed)
  • 13.
    Vegholm, Fatima
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Relationship marketing and the management of corporate image in the bank-SME relationship2011In: Management Research Review, ISSN 2040-8269, E-ISSN 2040-8277, Vol. 34, no 3, p. 325-336Article in journal (Refereed)
    Abstract [en]

    Purpose: This study analyzes the nature of relationships between banks and small and medium-sized enterprises (SMEs) by drawing on the theory of relationship marketing (RM) and the concept of corporate image (CI). More specifically, the main purpose of this study is to investigate the relationship between a bank and its SME customers and to examine how the bank's management of customer relationships influences its CI. Design/methodology/approach: A dyadic approach was adopted in this study. Hence, data were gathered via interviews with three bank managers employed in the same bank. An additional 17 interviews were performed with the case study bank's SME customers. Findings: This study indicates that the bank's image will be dependent on the way the bankers manage the relationships with their SME customers. The ability of bankers to understand and meet the SMEs' specific needs highly influences their relationships, which subsequently affects the image of the bank as perceived by their SME customers. Hence, CI reflects the SMEs' overall perceptions of how well the bank has been able to manage the relationship. Originality/value: Although there is a clear theoretical and practical understanding of the importance of RM strategies within banking and the effect of CI on the performance of banks, few studies have taken into consideration the dynamic link between these two concepts and their effect on bank-SME relationships.

  • 14.
    Vegholm, Fatima
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Understanding bank-SME relationships: the influence of adaptation and fairness on customer satisfaction2009Doctoral thesis, comprehensive summary (Other academic)
  • 15. Vegholm, Fatima
    et al.
    Berggren, Björn
    Silver, Lars
    Umeå universitet.
    Tillväxt i mindre företag: Betydelsen av entreprenörens vilja och företagets potential2003Conference paper (Refereed)
  • 16.
    Vegholm, Fatima
    et al.
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Silver, Lars
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Local banks' assessment of SME firms' business networksIn: Networks in Regional Development / [ed] Martin JohanssonChapter in book (Other academic)
  • 17.
    Vegholm, Fatima
    et al.
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Silver, Lars
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    The impact of corporate fairness on the bank-SME relationship2008In: Journal of Financial Regulation and Compliance, ISSN 1358-1988, E-ISSN 1740-0279, Vol. 16, no 4, p. 352-364Article in journal (Refereed)
  • 18.
    Vegholm, Fatima
    et al.
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Silver, Lars
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Eriksson, Kent
    KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
    Market incongruences in bank-SME relationships: A case study of two international entrepreneurs and their bankIn: International Journal of Bank Marketing, ISSN 0265-2323, E-ISSN 1758-5937Article in journal (Other academic)
1 - 18 of 18
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