... service organisations in the Republic of Ireland; the loglinear model used to analyse the data shows a clear pattern. By taking listening practices, including information technology, as a holistic view of a constellation of information‐related practice type factors, demonstrates that there is a close...

...Faye X. Zhu; Walter Wymer; Injazz Chen This paper explores the impact of information technology (IT) on service quality in the consumer‐banking sector. It proposes a service quality model that links customer perceived IT‐based service options to traditional service dimensions as measured...

...Paul Mulligan; Steven R. Gordon This study examines the role that information technology plays in supporting relationships between customers and suppliers in the financial service industry. It traces the interrelationships among the different sectors of this industry – brokerage houses, retail...

...Bernardo Bátiz‐Lazo; Douglas Wood This research considers the way banks have altered their strategies as regulatory change (i.e. deregulation) and information technology (IT) innovations created more opportunities for service delivery and extended the range of potential competitors and forms...

...Jeonpyo Noh; James A. Fitzsimmons A study of Korean service firms found that the level of information technology use is significantly related to the performance of the marketing function. Support was lacking only for the categories of “use of outside database” and “networking between mainframe...

... model considers PM at all levels of a business, not just at the strategic business unit (SBU) level, and makes propositions relevant to PM system design including information technology (IT) aspects. The characteristics of the service businesses described above have two further implications for PM...

...Blair J. Berkley; Amit Gupta Asserts that defining information requirements is perhaps the most neglected aspect of the information management process. One explanation is that the high costs of implementing information technology generally focuses management′s attention on the technology (hardware...

... UP Limited 1993 Banks EDI European Union Financial services Legislation Information technology ...

...Leif Edvinsson Offers some new dimensions to service leadership: a strategic refocusing from traditional services to knowledge‐intensive services,based on intelligence components, information technology and information flows. Highlights three distinct roles for service leadership: thought leader...