@inbook{3672e7bb5c79429e898f577538591401,
title = "Financial and non-financial attributes of pension fund structures: A customer perspective from the Netherlands",
abstract = "The environment in which financial services are distributed and marketed is becoming increasingly complex and challenging. After the recent turmoil in financial markets related to the 2008 financial crisis, the financial services sector in western economies has undergone drastic changes resulting in intense competition with rapid market entry of new service concepts and formats, consolidation and concentration, little growth and declined customer demand (Booz & Company 2011). In this new market place, the occurrence of committed and inherited relationships between customers and their financial services provider is becoming more important. Nowadays, customer retention and the ability to cross-sell products to existing customers are critical in the financial services industry (Estelami 2012).",
author = "N. Kalogeras and A.O.I. Hoffmann and F.D. Mahr",
year = "2014",
month = jan,
day = "1",
doi = "10.4324/9780203517390-10",
language = "English",
isbn = "978-0415829144",
series = "Routledge Companions in Business, Management and Accounting",
pages = "101--115",
editor = "T. Harrison and H. Estelami",
booktitle = "The Routledge Companion to Financial Services Marketing",
publisher = "Routledge/Taylor & Francis Group",
address = "United Kingdom",
}