Purpose – There has been an increasing application of remote technology to customer service. This research, from business‐to‐business financial services, seeks to gain insight and understanding into how the supplier/customer relationship and account management are impacted....

Purpose This paper aims to explore the impact of the internet and related information and communications technology developments on how financial services (FS) are distributed and how customers are managed, in particular, not only how companies can differentiate between “good” and “bad”...

This paper examines the regulatory requirements for the management of customer complaints in financial services. It describes the outcomes of new research, which show that most financial services companies are some way from being able to meet these new regulatory requirements. It identifies the...