This papers reviews recent books supporting the development of using qualitative methods in interpretative research. Revolving around three major issues, i.e. increasing the level of rigour, using software packages and new methodological developments, the paper outlines the specific...

Financial institutions make use of a variety of delivery channels for servicing their customers. The primary channel utilised as a means of acquiring new customers and increasing market share is through the retail branch network. The 1990s saw the Internet explosion and with it a threat to...