Sustained competitive advantage depends heavily on the ability of organisations to internalise the benefits of innovative activities. While the vital importance of innovation in today's competitive climate has been widely proclaimed, our understanding of innovative behaviour in service organisations is not yet fully developed. This article documents an interpretative approach (based on archival research and semi-structured interviews) of the main drivers of change in organisational function (process) and access to financial markets (service or product) within UK commercial banking. Research in this article contributes to the understanding of innovation in service organisations. The research explores past and present perceptions of banks' senior managers and management consultants on the factors stimulating and constraining the adoption of new technology in financial intermediaries.