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Björnsson, Berit
Publications (3 of 3) Show all publications
Björnsson, B. & Abraha, D. (2005). Counselling encounters between banks and entrepreneurs: a gender perspective. International Journal of Bank Marketing, 23(6), 444-463
Open this publication in new window or tab >>Counselling encounters between banks and entrepreneurs: a gender perspective
2005 (English)In: International Journal of Bank Marketing, ISSN 0265-2323, E-ISSN 1758-5937, Vol. 23, no 6, p. 444-463Article in journal (Refereed) Published
Abstract [en]

Purpose – To examine how customers, both men and women entrepreneurs, perceive service quality of the latest counselling encounters with their banks, and to find out if men and women differ in their satisfaction for two or more counselling encounters.

Design/methodology/approach – A combination of research methods is used. First, data have been collected through focus-groups interviews in a pilot-study; second, data have been collected through a survey study. The focus is on perceived service quality and customer satisfaction and further business, personal and situational factors are included. A total of 215 women and 487 men participated in the survey.

Findings – There are few gender-related significant differences among women and men in their perceptions of service quality, and no signs which indicate that women perceive the service quality as less good. One group of women, in retail services, has perceived the service quality as being significantly different and positive compared with a group of men. Further, there are no gender-related significant differences between women and men regarding customer satisfaction. Another result is that significant differences are observed between one group of women and one group of men depending on the place where the parties met. The encounters took place more often in the women customers' office or somewhere else outside the bank.

Originality/value – This paper shows that the belief that women as business owners, in general, are discriminated against by financial institutions is a myth rather than a reality.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2005
Identifiers
urn:nbn:se:his:diva-1738 (URN)10.1108/02652320510619576 (DOI)2-s2.0-25844491153 (Scopus ID)
Available from: 2007-08-24 Created: 2007-08-24 Last updated: 2017-12-12Bibliographically approved
Björnsson, B. (2003). Finns en bank även för kvinnor?: Småföretagares erfarenheter av rådgivningsmöten i bank (1ed.). In: Hans Landström (Ed.), Småföretaget och kapitalet: svensk forskning kring små företags finansiering (pp. 134-150). Stockholm: SNS förlag
Open this publication in new window or tab >>Finns en bank även för kvinnor?: Småföretagares erfarenheter av rådgivningsmöten i bank
2003 (Swedish)In: Småföretaget och kapitalet: svensk forskning kring små företags finansiering / [ed] Hans Landström, Stockholm: SNS förlag, 2003, 1, p. 134-150Chapter in book (Other (popular science, discussion, etc.))
Place, publisher, year, edition, pages
Stockholm: SNS förlag, 2003 Edition: 1
Identifiers
urn:nbn:se:his:diva-1828 (URN)91-7150-902-X (ISBN)
Available from: 2007-06-08 Created: 2007-06-08 Last updated: 2017-11-27Bibliographically approved
Abraha, D. & Björnsson, B. (2003). Gender related counselling encounters among banks and entrepreneurs. In: NFF 2003: .
Open this publication in new window or tab >>Gender related counselling encounters among banks and entrepreneurs
2003 (English)In: NFF 2003, 2003Conference paper, Published paper (Other academic)
Identifiers
urn:nbn:se:his:diva-1807 (URN)
Available from: 2007-06-08 Created: 2007-06-08 Last updated: 2017-11-27Bibliographically approved
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