Service excellence in the banking industry
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 February 1996
Abstract
Uses personal telephone interviews, and researches the literature to show how banks change themselves to cope with changes in the marketplace. Focuses especially on high‐performing institutions and on what makes them different. Finds all three banks chosen for study share the same common elements of service excellence.
Keywords
Citation
Kim, S. and Kleiner, B.H. (1996), "Service excellence in the banking industry", Managing Service Quality: An International Journal, Vol. 6 No. 1, pp. 22-27. https://doi.org/10.1108/09604529610108081
Publisher
:MCB UP Ltd
Copyright © 1996, MCB UP Limited