Fundamental changes in bank strategy after the global financial crisis: Strategic implications regading customer satisfaction, employee commitment and financial success

Since the year 2007 the global financial crisis has put a sudden end to the growth ambitions of many financial institutions. Banks? strategies no longer proved appropriate as their critical success factors continuously deteriorated. Therefore, the essential adaptation of growth strategies appeared inevitable in order to maintain successful business. This book demonstrates the impact of the crisis on the business strategy of an exemplary bank. In order to evaluate the future effectiveness of this strategy, the study considers its three core dimensions customer satisfaction, employee commitment and financial success as well as the correlations between these factors. The results of the analysis clarify the difficulties in controlling these aspects and simultaneously achieving growth. Moreover, they offer valuable insights and give recommendations regarding the interference of the three dimensions and the improvement of the strategy in times of the global financial crisis.