To enhance their organizational performance, banks can benefit from the experiences of manufacturing firms and gainfully employ quality and process improvement philosophies with proven track records in manufacturing industries. This article presents a framework, which integrates root cause...

The importance of quality and statistical quality control as strategic tools, well established in the manufacturing community, has recently been extended to the service sector. The application of statistical quality control techniques within the banking industry is discussed. Recommendations for...

Purpose – The study first seeks to determine the underlying configurations of service quality perceptions between Turkish and German bank customers and then tries to ascertain the extent of cross‐cultural congruence. Design/methodology/approach – Samples of Turkish and German bank...

This study investigates the potential impact of organizational variables on the service recovery performance of frontline employees, and the impact of successful service recovery on frontline employees’ job satisfaction and intensions to resign. Data obtained from a survey of frontline...

Purpose – This paper seeks to examine the nature of relationships between six organizational support mechanisms, a personal resource, and selected psychological and behavioral work outcomes. A related objective of the study is to uncover whether these relationships exhibit similar patterns...

Reports on the results and managerial implications of a Turkish study which investigated relationships between service quality, and customer satisfaction, complaint behaviour and commitment. Concludes that the ultimate success of any service quality programme implemented by a bank can only be...

Ninety‐four per cent of the bankers who responded to a recent survey think that establishing a sales culture is very important to their institution’s success, yet less than half had actually instituted even the most rudimentary reforms. This article outlines the reasons which make the...

This is a report of a survey examining key aspects of Saudi Arabian banking behaviour such as a bank's experience, reputation, service, personnel quality, location. The services that account‐holding customers use are examined and their satisfaction with financial, social and security risks are...

Purpose – The purpose of this paper is to investigate the mediating role of person-job (P-J) fit on the impact of organizational resources (training and service technology), and a personal resource (customer orientation) on frontline bank employees’ job performance and turnover intentions....

The study proposes and tests a model of consumer bank choice behavior in a south eastern city in the USA, based on the economics of information theory. The model expands the domain of inquiry beyond the initial level attributes to the first‐order latent construct and the second‐order...