An evaluation of quality in financial services: problems and prospects
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 February 1996
Issue publication date: 1 February 1996
Abstract
Analyses the growing wave of quality initiatives which have emerged within financial services since the mid 1980s, as revealed by a recent postal questionnaire survey. Identifies that while quality initiatives are extremely costly, they generate benefits such as increased staff awareness. Focuses on the recent trend within financial services towards business process re‐engineering (BPR) and argues that what BPR will mean in practice is far from clear in view of the divergent perceptions among practitioners as to what it is.
Keywords
Citation
Knights, D. and McCabe, D. (1996), "An evaluation of quality in financial services: problems and prospects", Managing Service Quality: An International Journal, Vol. 6 No. 1, pp. 18-21. https://doi.org/10.1108/09604529610108072
Publisher
:MCB UP Ltd
Copyright © 1996, MCB UP Limited