Presents in the first part a research project designed to explore use and attitudes towards banks by weekly, cash‐paid workers. Discusses in the second part, an attempt to summarize views of workers, employers, government and banks with regard to payments by cash and bank credit transfer,...

Focuses on an empirical investigation of service failures and service recovery in retail banking. Different types of failures, and the recovery strategies used by Greek banks to respond to them, were identified using the critical incident technique. A survey questionnaire was then developed to...

Investigates service quality in the student market for financial services. Reports empirical work in which students′ attitudes towards the service provided by their banks and building societies were assessed, with emphasis on loan and overdraft arrangements. The students′ expectations and...