.../methodology/approach The current study draws on dialogical action design research (D-ADR) to investigate interactions among practitioners and executives. Data are collected from a major Australian financial services organisation (FSO) and many international experts. Findings The study presents...

... services Microfinance Sustainability The world has witnessed impressive growth in bank accounts among the poor creating wide spread financial inclusion of the poor customers in the financial service sector between 2011 and 2014. Now 62 percent of the world’s adult population has a bank account...

...Malte Geib; Lutz M. Kolbe; Walter Brenner Purpose The aim of this paper is to identify key issues and successful patterns of collaborative customer relationship management (CRM) in financial services networks. Design/methodology/approach The study takes the form of a multi‐case analysis...

...Christian Bauer; Joe Colgan Focuses on Internet strategy and its place in corporate distribution strategy. The underlying purpose of the research is to review the relationship between the generic and Internet strategies of retail institutions in the financial services industry and thus determine...

... for annotation or amendment by the process owner. © MCB UP Limited 1997 Customer satisfaction Financial services Service levels Service quality Supplier relations TQM This paper describes service level agreements (SLAs) and illustrates how their adoption can assist an organization...

...Christopher Easingwood; Christopher Storey Explores the impact of a number of aspects of the new product development project on the success of new financial services in the United Kingdom. Finds that synergy between the new product and the organization, and the quality of internal marketing...