Customer Care in Financial Service Organisations
Anne M. Smith
(Financial Services Research Centre, Manchester School of Management, UK)
Barbara R. Lewis
(Financial Services Research Centre, Manchester School of Management, UK)
614
Abstract
Findings are presented from an investigation of customer care in major UK organisations in the financial services sector, to include banks, building societies and insurance companies. Attention was focused on the need for customer care and service quality, and the development, implementation and evaluation of customer care/service programmes, as well as associated staff and management training activities.
Keywords
Citation
Smith, A.M. and Lewis, B.R. (1989), "Customer Care in Financial Service Organisations", International Journal of Bank Marketing, Vol. 7 No. 5, pp. 13-22. https://doi.org/10.1108/02652328910131917
Publisher
:MCB UP Ltd
Copyright © 1989, MCB UP Limited