...Kartikeya Bolar; Arunima K.V.; Bindu Nambiar Purpose This paper proposes a learning-based framework for achieving customer service excellence in the banking sector by integrating structured employee training, the 3Cs model (Courtesy, Clarity, Consistency) and digital feedback mechanisms. It aims...

...Goran D. Putnik; Tom Hagström; Tomas Backström; Susanna Göransson Purpose Decentralization and company cultures have emerged to master increasing external flexibility, as in a competitive bank in Sweden, raising issues of the sustainability in terms of competence and competence development...

... intellectual capital. This study aims to examine how both formal and informal mentoring enhances KM in the Lebanese banking sector. Design/methodology/approach Professionals in the Lebanese banking sector were surveyed to measure their perception of the impact of mentoring on their willingness to share...

...Lisa Harris This article considers the issue of learning in the context of new technology projects that have recently been implemented in the UK retail banking industry. Continual changes in the business environment have focused attention upon the need for organisations to “learn...