Ethical Banking — the Cutting Edge of Service Quality

James J. Lynch
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James J. Lynch: Lions Green

Chapter 7 in Ethical Banking, 1991, pp 95-126 from Palgrave Macmillan

Abstract: Abstract The 1980s witnessed a new phenomenon in service industries — the existence of customers. Banks have invested millions in ‘customer care’, ‘service quality’ programmes with varying degrees of success. I have been deeply involved in the design and implementation of such programmes for ten years. My experience in Britain, Ireland and the United States has shown that certain preconditions are necessary for ethical banking to take root (see Table 7.1).

Keywords: Service Quality; Speech Pattern; Service Encounter; Customer Care; Ethical Banking (search for similar items in EconPapers)
Date: 1991
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-349-21710-6_7

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DOI: 10.1007/978-1-349-21710-6_7

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