Strategic Planning and the Quality of Services in Retail Banking

Dimitris N. Chorafas

Chapter 4 in The Commercial Banking Handbook, 1999, pp 77-100 from Palgrave Macmillan

Abstract: Abstract Transforming a retail bank to operate efficiently in a knowledge society is an imaginative and demanding task. It is demanding because management must shed old-age values, adopt new approaches and establish worthwhile incentives. Among the major contrasts between old and new environments is the fact that people, not machines, are central to the productivity of financial services.

Keywords: Service Quality; Strategic Planning; Financial Service; Banking Service; Logical Infrastructure (search for similar items in EconPapers)
Date: 1999
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-37908-4_4

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DOI: 10.1057/9780230379084_4

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