Preferencje help
Widoczny [Schowaj] Abstrakt
Liczba wyników
2008 | 1 | nr 1 | 36--45
Tytuł artykułu

Simulative Research in a Financial Institution : Improving Service Quality in Lithuanian Banking Sector

Warianty tytułu
Języki publikacji
Financial services institutions tend to provide comparable services at similar prices. The ability of organisations to gain competitive advantage by the use of product differentiation is limited, because financial service products can be copied within a relatively short space of time. However, how the quality of client service could be assessed? Simulative assessment of client service quality has been initiated at the bank as a totally new method applied in the service sphere in our country. Meanwhile, other banks do not carry out such investigations, as they focus more on the analysis of client needs, their financial capacities, analysis of competitors, etc. The pending issues suggested researching the following tasks in this paper: Service quality management in financial institutions. Service quality: some implications for sales force in financial institutions. The training implications for a market-oriented financial company. Substantiation of the internal research of service quality at AB bank HANSA-LTB, Lithuania with main findings and conclusions. (original abstract)
Opis fizyczny
  • Vilnius University, Lithuania
  • Albrecht, R. & Zemke, R. (1985), Service America: Doing Business in the New Economy, Homewood: Dow Jones-Irwin.
  • Berry, L.L, Bennett, D.R. & Brown, C.W. (1989), Service Quality: A Profit Strategy for Financial Institutions, Homewood: Dow Jones-Irwin.
  • Berry, L.L. & Parasuraman, A. (1991), Marketing Services, New York: Free Press.
  • Bertrand, O. & Noyelle, T. (1988), Credit Unions, London: Pinter Publishers.
  • Brown, A. (1991), Customer Care Management, Oxford: Butterworth Heinemann.
  • Burton, D. (1994), Financial Services and the Consumer, London: Routledge.
  • Carlzon, J. (1987), Moments of Truth, Cambridge: Ballinger.
  • Cooke, S. & Slack, N. (1991), Making Management Decisions. 2nd Edition. New York: Prentice Hall.
  • Crosby, P. (1985), The Quality Man, London: BBC Education and Training.
  • De Moubray, G. (1985), Staff Contact are the Key, The Banker, June, pp. 44-49.
  • Donaldson, B. (1998), Sales Management: Theory and Practice. 2nd Edition. London: McMillan Business.
  • Gershuny, J. & Miles, I. (1983), The New Service Economy: The Transformation of Employment in Industrial Societies, London: Frances Pinter.
  • Hirschhorn, L. (1985), Information Technology and the New Services Game, in Castells, M. (ed.), High Technology, Space, and Society, Beverly Hills: Sage.
  • Jones, K. (1996), A Sourcebook of Management Simulations. London: Kogan Page.
  • Knowledge Management and Organisational Design (1996), (ed. P.S. Myers). Boston: Butterworth-Heinemann.
  • Lewis, B.R. & Smith, A.M. (1989), Customer care in Financial Service Organisations, International Journal of Bank Marketing, Vol. 7, No 5, p. 13-22.
  • Lovelock, C., Vandermerwe, S. & Lewis, B. (1996), Services marketing: A European Perspective, Harlow: Financial Times & Prentice Hall.
  • Malhotra, N.K. & Birks, D.F. (2000), Marketing Research: An Applied Approach. European Edition. Harlow: Financial Times & Prentice Hall.
  • Mersha, T. & Adlakha, V. (1992), Attributes of Service Quality: The Consumers' Perspective, International Journal of Service Industry Management, 3, 3, pp. 34-45.
  • Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985), A Conceptual Model of Service Quality and its Implications for Future Research, Journal of Marketing, Fall, pp. 41-50.
  • Reichheld, F.F. & Sasser, W.E. (1990), The Implications of Technological Change, paper presented to the 35th International Banking Summer School, 16 June, 1982, at St. Andrew's University, Scotland.
  • Sheal, P.R. (1990), Staff Training Courses: How to Develop and Present. London: Kogan Page.
  • Singh, J. & Pandya, S. (1991), Exploring the Effects of Customers: Dissatisfaction Level on Complaint Behaviour, European Journal of Marketing, Vol. 25, No 9, pp. 7-21.
  • Smith, A.M. & Lewis, B.R. (1989), Customer care in Financial Service Organisations, International Journal of Bank Marketing, Vol. 7, No 5, p. 13-22.
  • Surprenant, C.F. & Solomon, M.R. (1985), Dimensions of Personalisation in Bloch, et al., Services Marketing in a Changing Environment, USA: American Marketing Association.
  • Tarver, J.L. (1987), In Search of a Competitive Edge in banking: A Personnel Approach, The International Journal of Bank Marketing, Vol. 5, No 1, pp. 61-68.
  • Urry, J. (1986), Some Social and Spatial Aspects of Services, Environment and Planning, D, Vol. 5, No 1, pp. 5-26.
  • Weymes, P. A (1990), Handbook of Sales Training and Development: Proven Techniques for Improving Staff's Attitude, Morale, Motivation, and Skills. London: Kogan Page.
Typ dokumentu
Identyfikator YADDA

Zgłoszenie zostało wysłane

Zgłoszenie zostało wysłane

Musisz być zalogowany aby pisać komentarze.
JavaScript jest wyłączony w Twojej przeglądarce internetowej. Włącz go, a następnie odśwież stronę, aby móc w pełni z niej korzystać.