Quality and the financial service sector
- 1 February 1995
- journal article
- Published by Emerald Publishing in Managing Service Quality: An International Journal
- Vol. 5 (1) , 43-46
- https://doi.org/10.1108/09604529510081794
Abstract
Analyses the changes which have taken place in the financial services industry in recent years. Shows how customer expectations have changed and how customer power has increased with competition. Suggests that most of the industry at present fails to meet the new challenges, but identifies some notable exceptions.Keywords
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