Banking on good service

Abstract

Discusses how the First Interstate Bank of Oregon has devised a successful incentive and reward scheme for employees, based on their own view of customer service quality. Reflects on some of management′s main concerns in developing a restructured recognition programme. Shows the programme′s positive results.

Citation

Miller, B.W. (1993), "Banking on good service", Managing Service Quality: An International Journal, Vol. 3 No. 1, pp. 399-401. https://doi.org/10.1108/09604529310029712