Real Service Improvement: An Empirical Investigation of Service Improvement Initiatives within a UK Bank

David Longbottom, Julie Hilton and Ying Xia-Zheng

Chapter 9 in Systems Thinking: From Heresy to Practice, 2011, pp 177-198 from Palgrave Macmillan

Abstract: Abstract This chapter investigates the outcomes of service improvement initiatives undertaken within a major UK bank. It reports on the processes and outcomes from the perspective of bank employees engaged with the change initiatives. The chapter draws on the data to make recommendations for a shift in focus and a new approach Primary research consists of a survey of bank employees (sample 224) followed by depth interviews and observations. The research finds that bank change initiatives have focused on particular change models in recent years, and that there is a general feeling that these, in the majority of cases, have not achieved the expected results. The chapter investigates the reasons for this and draws on the evidence to suggest alternative approaches which are more grounded in empirical studies.

Keywords: Service Quality; Customer Satisfaction; Banking Sector; Customer Requirement; System Thinking (search for similar items in EconPapers)
Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-29922-1_9

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DOI: 10.1057/9780230299221_9

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