Purpose – The purpose of this paper is to review the importance of various change principles in assisting change in three public sector organizations. Design/methodology/approach – The researchers carried out interviews and used focus groups in assessing the principles and strategies which...

Purpose – This paper illustrates why consumers are resistant to using internet banking. Design/methodology/approach – A survey was used to acquire data from 127 consumers who were not internet bank users. Findings – Using a content analysis procedure, eight factors were identified which...

Purpose – This study aims to develop a set of dimensions for measuring the service of moneychangers. Design/methodology/approach – Attributes for measuring the moneychanger service were created from exit interviews and a review of the literature, and then administered a survey to consumers...

This study seeks to identify the types of incidents which cause consumers to switch between banks, the weighting of each incident on the switching decision, whether single or multiple incidents influence switching decisions, and the extent to which switchers explain the problems they have faced...

Personality traits such as anxiety, self‐esteem and aggressive hostility are often thought to affect the stress that a person perceives or manifests. With data from 176 male executives, this study suggests that there are indirect and interacting relationships between personality and general...

Internet banking is a form of self‐service technology, costing millions of dollars, which leading retail banks have made available in the recent past. An understanding of why users are more accepting of Internet banking services should help bank managers implement this self‐service...

Managers and entrepreneurs are increasingly being challenged to respond to a world where it is harder to effectively make and implement their decisions. Over half the decisions managers make are never implemented. We have observed entrepreneurs and managers in a wide range of situations in...

Undergraduates constitute an attractive segment of customers for retail banks in many countries of the world, including Singapore. This study, using a sample of Singapore’s undergraduates, sets out to establish a ranking of the various dimensions which influence their bank selection decision...

Hotels can be classified as a type of business which not only uses large amounts of capital, but also employs relatively large numbers of people. The present study sets out to establish how Singapore’s Gazetted hotels (i.e. those hotels which have met certain minimum criteria as laid down by...