Performance, reputation, and social responsibility in the UK's financial services: a post-‘credit crunch’ interpretation

Michael Brown and Paul Whysall

The Service Industries Journal, 2009, vol. 30, issue 12, 1991-2006

Abstract: This paper's origins lie in a perceived paradox whereby companies in Britain's financial services sector were externally promoted as ‘world class’ yet on a major peer survey of company reputations performed relatively weakly. The nature of this is explored across several components of reputation and reasons for the gap suggested. Recent events are seen as somewhat resolving the paradox; low reputation has apparently been justified by crises in the sectors; however, if that were the case, it raises questions about how any gap between reputation and reality came about and who was responsible for creating a false impression.

Date: 2009
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DOI: 10.1080/02642060903220931

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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