The New Retail Banking Revolution

Gardener Edward, Howcroft Barry and Jonathan Williams

The Service Industries Journal, 1999, vol. 19, issue 2, 83-100

Abstract: This paper examines the modern evolution of retail banking in a European setting and with a particular emphasis on the UK. Regulation, competition and IT developments are found to be particularly important change drivers in most European retail banking systems. Two broad strategic themes are explored. The first is the evolution of retail banking in a strategic marketing context from a supply (inward-looking) focus towards a much greater demand (outward-looking) orientation. The second theme explored is the intensifying strategic imperative towards a shareholder value culture. The key features and strategic challenges of the ‘new’ retail banking revolution are finally summarised.

Date: 1999
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DOI: 10.1080/02642069900000020

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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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