Modification of Ism to Rism (Rational Interpretive Structural Modelling) in the Context of Employee Retention Through CRM and Performance
Tushar Ranjan Sahoo,
Anatolii O. Zadoia,
Sandhyarani Sahoo
et al.
Abstract:The paper explores the potential of CRM as a strategic element (along with performance, customer and bank perspectives, and demographic changes) for employee retention (using the Indian banking system as an example). The banking industry was chosen for this study because it is a service sector where transactions involving sensitive products (financial instruments) attract maximum attention from both employees and customers in the long run. To achieve this goal, the authors identified the main factors of custom… Show more
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