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Marketing is in the throes of a methodological crisis which will eventually separate ideas and methods more appropriate to service marketing. A practical systems model to diagnose financial service marketing's underlying patterns is introduced. This is both symptomatic of the evolving paradigm change and a way of “twisting the kaleidoscope” to see things more clearly. The absolutist and relativist perspectives are two different ways of viewing the marketing problem, and no single method or paradigm need have monopoly.

This paper highlights the case of David Cooper, a vulnerable adult who was financially abused. It discusses the indicators that may have alerted individuals and services to the risk of financial abuse, and the measures taken by those aware of David's potential vulnerability.

The purpose of this paper is to broaden understanding as to how certain social/personal dynamics influence credit decisions in Sri Lanka, elucidating them through a taxonomy and a conceptual typological matrix.

This research is an exploratory case study. The primary data collection methods are interviews and reconstruction of experiences. The data are complemented by documentary analysis and post-research events.

The research findings propose that credit officers and customers are influenced by six dynamics under three dimensions: the evaluation procedures (systematic/formal or heuristics); the relationship between customers and bank officers (personal or role relationship); and justification of credit (rational or irrational/situational). Based on the above results, a taxonomy of influential tactics and personality traits and a typological matrix are developed to classify credit decision-makers, who are labelled as BOSS, ROBOT, REBEL and BUDDY.

These case studies are from a private bank in Sri Lanka, hence it could affect the generalization of findings. Therefore, researchers are encouraged to investigate the plausibility of the findings in diverse cultural backgrounds.

Credit decision-makers and credit applicants could make use of these typological matrix and the taxonomy to understand each other and employ more influential approaches and appropriate influential techniques to make effective credit decisions. It also provides more insight into understanding the nature of credit-decisions and decision-makers and, provokes further research.

To the author’s best knowledge, this is the first study in Sri Lanka that considers certain influencing factors of credit decision-making and proposes a conceptual typology to understand those factors.

After completion of this case, students will be able to: define and understand the external and internal components of the strategic management process; define and explain various alternative strategies that help companies create a sustainable competitive advantage; understand and explain the five main choices of entry mode that are available to organisations when considering entry into a foreign market, suggest an entry mode that is relevant to Standard Bank and explain the pros and cons of each entry mode; and understand how a company can offer or phase in its service offerings.

This case situates Sola David-Borha, CEO for the Africa Region at the Standard Bank Group, in April 2018, considering whether and how to expand into personal and business banking in Cote d’Ivoire – a country that Standard Bank had just re-entered, having exited there in 2003 because of the civil war. The bank has operations in 20 sub-Saharan African countries and its growth strategy is focussed on Africa. This strategy is reflected in its slogan: “Africa is our home. We drive her growth”. David-Borha has a number of questions on her mind. These include: can the bank offer financial services that will meet the needs of the Ivorian people, how can the bank expand into personal a business banking – indeed is rapid expansion into this sector the right decision for now?

Advanced/graduate courses in strategic management and international business.

Teaching Notes are available for educators only.

CSS 5: International business.

In recent years major banking and financial crises have emerged in several countries. Banking systems seem to have become more crisis‐prone. Banks in many countries have very high levels of non‐performing loans, there has been a major destruction of bank capital, banks have failed, and massive support operations have been necessary. They have involved substantial costs: in some cases the cost has exceeded 10 per cent of GNP (eg in Spain, Venezuela, Bulgaria, Mexico, Argentina, Hungary).

The purpose of this paper is to explore the emergence of self‐service banking technology and investigates customers' perceptions of internet banking self‐service within the Irish financial services sector. This qualitative study of the Irish retail banking sector explored consumers' e‐banking interactions and experiences in addition to assessing the dimensions critical to e‐banking service quality.

A purposive sampling technique was employed to recruit 20 consumers representing the desired range of demographic characteristics (e.g. sex, age, profession), previous internet experience levels and product‐related knowledge.

Despite commonalities between traditional service quality and e‐banking service quality dimensions, due to the remote form of the online encounter, many traditional service quality attributes were found to be redundant and instead e‐dimensions such as web usability, trust, access and information quality service recovery and flexibility emerged as important to e‐banking service provision. Based on an extant review of the literature ten e‐service dimensions were proposed and evaluated empirically in the context of e‐banking service quality. Overall, process quality emerged as key within the online context, with nine out of the ten proposed e‐banking dimensions relating to the service process.

The paper contributes to previous research by adding to existing knowledge regarding what constitutes e‐banking service and the determinants critical to e‐banking service quality. The paper makes key recommendations towards enhancing current online financial services quality and delivery.

This paper investigates how well regulator examinations predict bank failures and how best to incorporate examination information into an econometric model of time‐to‐failure. We estimate proportional hazard models with time‐varying covariates and find that examiner ratings help explain the failure hazard. Both the overall rating of a bank's condition and management, i.e., the composite CAMELS rating, and ratings of specific components contain information. In addition, we find that the marginal “effect” of ratings is non‐linear, in that the impact of a rating downgrade on the hazard is larger, the weaker a bank's initial rating.

This chapter focuses on the international development plans implemented in Colombia during the regime of Gustavo Rojas Pinilla (1953–1957). It argues that foreign economists and international agencies, such as the World Bank, played a significant role in supporting and strengthening local leaders opposing the regime. By analyzing the creation of the Cauca Valley Corporation in 1955, through the intervention of the former chair of the Tennessee Valley Authority (TVA) David Lilienthal, this study provides two main contributions to the literature on economists and political economy under authoritarian rule. Firstly, it illuminates how local groups mobilized international economists to contrast Rojas. Secondly, it analyses the evolving relationship between World Bank advisors, David Lilienthal, and the regime. After describing the consolidation of political and economic interest groups and their global connections before Rojas coup d’état, it focuses on Rojas’ regime and on how it affected the implementation of the World Bank development started with the General Survey Mission in 1949. In the Cauca Department, local leaders invoked the World Bank and Lilienthal to implement a TVA model in opposition with the central government.

Discusses the recently published draft standard from the Bank of England that covers most controversial banking regulatory areas. States that there may well be advantages in a fair value approach for banks but disclosure of fair values would probably be preferable. Looks at the S&L crisis in the USA and how legislation worked in its case. Elaborates on Denmark’s comprehensive fair value approach that suggests that adjustments in this system do increase earnings and value of capital volatility. Pinpoints bond market problems and liabilities valuation. Contends that there would be advantages in adopting disclosure of fair values.