Customer Service in Selected Branches of a UK Clearing Bank
- 1 January 1992
- journal article
- research article
- Published by Taylor & Francis in The Service Industries Journal
- Vol. 12 (1) , 125-142
- https://doi.org/10.1080/02642069200000009
Abstract
This paper reports the results of a pilot survey which examines the quality of service given to customers at pre-selected branches of a major UK clearing bank. A number of discernable inconsistencies or gaps are identified between what bank staff said on being interviewed and what was observed. Directions for future research are indicated.Keywords
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