In order to improve the quality of service co-production, both academics and managers have pointed out the pivotal role of front-line employees (FLEs) in improving the service experience. Few studies, however, have simultaneously examined the quality perceptions of each group. Do FLEs perceive...

The purpose of this article is to acquire in-depth knowledge of how customers use multichannel financial services. In line with the service dominant logic research stream and using a phenomenological framework, we analyse the perceived value of customers in the context of each type of service....

Les banques mutualistes à force de vouloir grandir ont souvent perdu de vue les valeurs qui ont prévalues à leur fondation. Le Crédit Agricole, et tout particulièrement sa caisse Nord Est, a développé un réseau social, qui loin d'être virtuel, crée une solidarité concrète entre de...

This paper aims to explore (1) the Internet effects on the nature of the face-to-face service encounter and (2) what demands this introduces on front-line service employee skills in a banking context. The paper draws on empirical data generated from two banks in Sweden and France, where in-depth...