... be contacted at: jonas.matthing@kau.se © Emerald Group Publishing Limited 2006 Customer service management Innovation Design and development An executive summary for managers and executive readers can be found at the end of this article. Increasing competition and more demanding...

..., the treasury department and senior management, in the form of ALCO. This network forms the minimum core of those involved in all YBS development activities and is depicted in Figure 1 . © Emerald Group Publishing Limited 2004 Design and development Information networks Financial services...