Purpose: The purpose of this research is to report on research to date concerning the creation of a hybrid model for managing performance and decision making with elements of an IBM supply chain. Design/methodology/approach: As part of a wider research programme this paper utilises survey,...

The crisis in the UK financial services industry has led to retail banking customers treating transactions with growing scepticism. Retail banks are having to work very hard to regain customer trust. Despite recent research in marketing that acknowledges the importance of service loyalty to...