Manufacturing companies, in searching for new approaches to retain customers, are increasingly using service as a differentiator and as a means of integrating themselves into the customers’ supply chain systems. This study is pivotal in exploring the concept of employing service quality in a...

Managers of a sample of private and public banks in Greece were surveyed through the vehicle of agency theory. It was found that managers in private banks showed greater alignment of interests with those of the bank, their pay related to outcomes and they were more mobile in their jobs. Private...

Interest in organisational climate and its link with corporate performance is gaining momentum. The aim of this paper is to contribute to this discourse by examining the extent to which “above” and “below” average performing companies also exhibit different climate measurements. A survey...

Reports the findings of a survey among customers of private and public sector banks in Greece on service quality perceptions and expectations. Finds that quality expectations and evaluation of services received were marginally higher in the private than in the public sector in most of the...

Reports that concern with selection of high‐performing salespeople has a long pedigree, but the results of research have not been encouraging. Test one composite instrument, the Caliper Profile, on a sample of 90 salespeople employed by a company in the financial services sector. After...

Reports the findings of a small‐scale survey undertaken with a view to establishing the extent to which customers of retail banks are influenced in their expectations of quality and in their perceptions of service received according to their awareness of service charges imposed by banks. Finds...