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3. Bundesbank (2024). Banking statistics report: German retail banking landscape. Deutsche Bundesbank. Frankfurt am Main.
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5. ECB (2024). Financial stability review: European banking sector resilience. European Central Bank. Frankfurt am Main.
6. Eling, M., & Lehmann, M. (2018). The impact of digitalization on the insurance value chain and the insurability of risks. The Geneva
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14. Reinartz, W. J., & Kumar, V. (2002). The mismanagement of customer loyalty. Harvard Business Review, 80(7), 86-95.
15. Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behavior:
Theoretical foundations and research directions. Journal of Service Research, 13(3), 253-266. https://doi.org/10.1177/1094670510375599
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A profit driven data mining approach. European Journal of Operational Research, 218(1), 211-229.
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17. Verhoef, P. C. (2003). Understanding the effect of customer relationship management efforts on customer retention and customer share
development. Journal of Marketing, 67(4), 30-45. https://doi.org/10.1509/jmkt.67.4.30
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