Service: the Competitive Edge in Banking

Considers the dehumanization and weak service performance in the banking industry as it seeks to increase its efficiency. Argues that since customers are demanding more humanized banking, banks must narrow this gap between supply and demand by evaluating their marketing deficiencies and becoming more proactive. Considers a model for developing a bank′s effectiveness and improving customer satisfaction, thus developing a competitive edge.

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Year of publication:	1992
Authors:	Coskun, A. ; Frohlich, Cheryl J.
Published in:	Journal of Services Marketing. - MCB UP Ltd, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 6.1992, 1, p. 15-22
Publisher:	MCB UP Ltd
Subject:	Banking \| Competitive advantage \| Customization \| Financial services \| Interaction \| Marketing strategy \| Service quality

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/08876049210035700 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014905461