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Keywords: Service improvements
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Journal Articles
International Journal of Quality and Service Sciences (2011) 3 (1): 39–59.
Published: 22 March 2011
...David Longbottom; Julie Hilton Purpose The purpose of this paper is to investigate service improvement initiatives within a major UK bank, and assess issues which may have contributed to the current financial crisis. Design/methodology/approach Primary research includes a survey of bank staff...
