Questions whether “quality” is having as much impact in the financial services sector as the evidence of use of quality management techniques in the UK suggests. Explores the context within which “quality” is finding a place in financial services, and presents the findings of a postal...

Presents the findings of a two‐year programme of questionnaire‐ and case study‐based research conducted during 1993‐1995. Argues that it is not enough for management to initiate problem solving, educate staff or attend quality steering committees in order to introduce quality initiatives...

Quality initiatives demand that management and staff share a mutual interest in improving the quality of customer service through continuous improvement. These demands are currently being pursued against a background of organizational restructuring, redundancy and pressures on staff to increase...