This paper is a continuation of our research effort to develop a new approach to total relationship management. It is a theoretical and conceptual one, providing marketing and management ideas on how to integrate total quality management (TQM) and total relationship management (TRM) in order to...

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...

Purpose – A primary purpose of management and marketing strategy is to develop a competitive advantage. A competitive advantage provides customers with superior value compared with competitive offerings. Banking has traditionally operated in a relatively stable environment for decades. The...