... determine service quality and whether or not lifestage affects perceptions of quality. Lifestage is considered important because of the potential conflict between the attraction of new customers in one group and retention of existing customers in other groups. Discusses a number of models of service quality...

... a model to calculate the“break‐even” sales volume. Identifies five key factors: the number of branches; the number of specialists per branch; the number of customers to the bank; the cross‐selling ratio; and the reduction over time in costs of selling and administration. Gives two examples from...

... models in decision making, the conventional Industry Maturity Grid is enhanced from a qualitative analysis to a semi‐quantitative method which captures an expert′s knowledge of the industry, inclusive of his judgement. It does this via using a linguistic scale describing the characteristics under each...