At a time of great change within the higher education sector, this paper focuses on the challenges facing marketers in the UK's higher education industry. Specifically, the research identifies the extent to which university marketing managers are conscious of the importance of market...

In the aftermath of the Cruickshank Report (2000) and the Competition Commission's investigation (2002) into SME--bank relationships, this paper examines the current state of the small business--bank relationship and ascertains whether the Internet could be used to improve the quality of the...

In today's increasingly competitive retail banking environment, banks are faced with the challenge of building and maintaining relationships with profitable customers while at the same time embracing technological change. So, while on the one hand increasing the role of technology in a services...

It has been established that increasing the role of technology in a service organisation can serve to reduce costs and often improve service reliability. It remains the case however that there is an important role for personalised relationships in the delivery of any service proposition....