TY  - JOUR
AB  - 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.
VL  - 6
IS  - 1
SN  - 0960-4529
DO  - 10.1108/09604529610108072
UR  - https://doi.org/10.1108/09604529610108072
AU  - Knights David
AU  - McCabe Darren
PY  - 1996
Y1  - 1996/01/01
TI  - An evaluation of quality in financial services: problems and prospects
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
SP  - 18
EP  - 21
Y2  - 2024/04/24
ER  -