Dawes Farquhar, Jillian; Panther, Tracy; Tiu Wright, Len - In: Qualitative Market Research: An International Journal 11 (2008) 4, pp. 425-438
Purpose – The purpose of this paper is to examine multiple channels in retail banking and demonstrate how qualitative market research investigations can inform strategic decision making. Research into customer acquisition and retention has only recently begun to consider them as part of a...