The Dynamics of Product and Process Innovation in UK Banking

Sustained competitive advantage depends heavily on the ability of organisations to internalise the benefits of innovative activities. While the vital importance of innovation in today’s competitive climate has been widely proclaimed, our understanding of innovative behaviour in service organisations is not yet fully developed. This article documents an interpretative approach (based on archival research and semi- structured interviews) of the main drivers of change in organisational function (process) and access to financial markets (service or product) in UK commercial banking. As a result, research in this article contributes the understanding of innovation in service organisations by exploring past and present perceptions of banks' senior managers and management consultants on the importance and factors stimulating and constraining the adoption of new technology in financial intermediaries.