Channel performance is a key marketing and organisational issue, given the potential and actual impact in the accomplishment of organisational goals. A recent trend in distribution strategy has been the increasing utilisation of multiple channels across sectors. Because of the newness of these...

Despite developments in non‐branch financial service provision, such as telephone and home banking, the high‐street outlet will continue to be the main distribution channel. Branch network management is a highly sophisticated task which has been further complicated since the late 1980s by...