Service: the Competitive Edge in Banking
Abstract
Considers the dehumanization and weak service performance in the banking industry as it seeks to increase its efficiency. Argues that since customers are demanding more humanized banking, banks must narrow this gap between supply and demand by evaluating their marketing deficiencies and becoming more proactive. Considers a model for developing a bank′s effectiveness and improving customer satisfaction, thus developing a competitive edge.
Keywords
Citation
Coskun, A. and Frohlich, C.J. (1992), "Service: the Competitive Edge in Banking", Journal of Services Marketing, Vol. 6 No. 1, pp. 15-22. https://doi.org/10.1108/08876049210035700
Publisher
:MCB UP Ltd
Copyright © 1992, MCB UP Limited