While there are many studies on the relationship between service quality and productivity/efficiency (prodeff), between service quality and image and between services and positioning, so far, no work in the literature has examined the triangular relationship between quality, prodeff and...

Presents an empirical stuRecently, banks have found themselves facing more aggressive competition, uncertainty and unlimited opportunities. No bank can offer all products/services and be the best/leading bank for all customers. They are forced to find a new basis for competition. A bank must...

The purpose of this paper is to examine the integrated role of quality, innovation, and differentiation (QID) on the competitiveness of a financial organization in circumstances such as the current global financial crisis. It is a conceptual paper adopting a cross-disciplinary approach that...