In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee...

Includes bibliographical references (p. 20-21).

Over the last twenty years UK banks have reviewed and streamlined traditional credit assessment techniques for Small and Medium Sized Enterprises. In pursuit of margin and market share, today’s due diligence relies increasingly on centralised data and statistical “certainty” than on the...

During Peter Drucker’s talk entitled "Business and Management: The Changing Corporation" he discusses: joint alliances and market agreements, parent companies and their subsidiaries, changing technology and markets, seniority and Japanese companies, mutual funds and pensions, mortgages,...