From branches to call centers: new strategic realities in retail banking

Article Abstract:

The reality behind the various money saving methods followed by retail banks through the process of information communication technology (ICT) such as establishing call and administrative centers within the bank in the name of 'relationship marketing' has been discussed in a study.

Cost Control Techniques, Usage, Evaluation, Economic aspects, Cost control, Call centers, Call centres, Cost reduction

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Can culture be changed? A study of internal marketing

Article Abstract:

The results of the study on the methods of internal marketing in UK retail banks, which examine the role of internal marketing in creating a strong organizational culture to achieve outstanding customer service, are presented.

Marketing, Management dynamics, Analysis, Management, Customer service, Company business management, Support services

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Strategic and marketing implications of consumer behaviour in financial services

Article Abstract:

Services development in the financial services industry is discussed.

Financial Services, Finance and Insurance, Services development, Consumer Behavior, Product development, Financial services industry, Influence, Customer relations, Company service development, Service development, Consumer behaviour

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