Customer Care in Financial Service Organisations

1 May 1989

journal article
Published by Emerald Publishing in International Journal of Bank Marketing

Vol. 7 (5) , 13-22
https://doi.org/10.1108/02652328910131917

Abstract

Findings are presented from an investigation of customer care in major UK organisations in the financial services sector, to include banks, building societies and insurance companies. Attention was focused on the need for customer care and service quality, and the development, implementation and evaluation of customer care/service programmes, as well as associated staff and management training activities.

Keywords

CORPORATE CULTURE
CUSTOMER CARE
CUSTOMERS
FINANCIAL INSTITUTIONS
FINANCIAL SERVICES
QUALITY CONTROL
TRAINING

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