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Marketing Financial Services to Affluent Consumers

Javalgi, Rajshekhar G. - In: Journal of Services Marketing 6 (1992) 2, pp. 33-44

Notes how marketing philosophy and practices have become increasingly important in the financial services industry. Uses a segmentation approach to understanding consumer satisfaction and dissatisfaction and choice behaviour in relation to affluence in the financial services market. Offers...

Persistent link: https://www.econbiz.de/10014905470

Developing a Balanced Information System

Kavan, C. Bruce; Frohlich, Cheryl J.; Coskun Samli, A. - In: Journal of Services Marketing 8 (1994) 1, pp. 4-13

Many service organizations′ corporate mission is “to be number one in delivering service to customers”. The use of traditional financial accounting measures as performance indicators has led to an inappropriate reliance on internal information resulting in an unbalanced information system...

Persistent link: https://www.econbiz.de/10014905511

The Traits of Successful New Service Development

Edgett, Scott - In: Journal of Services Marketing 8 (1994) 3, pp. 40-49

Recent changes in the financial services industry have placed unprecedented pressure on senior managers to develop and launch new services. Presents the results of a study into the development activities of new financial services through a comparison of successful and unsuccessful new services....

Persistent link: https://www.econbiz.de/10014905525

Internal Marketing

Greene, Walter E.; Walls, Gary D.; Schrest, Larry J. - In: Journal of Services Marketing 8 (1994) 4, pp. 5-13

In North America, 80 percent of the jobs and 60 percent of the gross ational product come from the performance of services rather than the production of products. Organizations that deliver high‐quality service increase or maintain market share and have a higher return on sales than do their...

Persistent link: https://www.econbiz.de/10014905528

Demographic discriminators of service quality in the banking industry

Royne Stafford, Marla - In: Journal of Services Marketing 10 (1996) 4, pp. 6-22

Service quality continues to be a significant issue in the banking industry. Because money and other financial services …

Persistent link: https://www.econbiz.de/10014905565

Awareness of service charges and its influence on customer expectations and perceptions of quality in banking

Kangis, Peter; Passa, Vassiliki - In: Journal of Services Marketing 11 (1997) 2, pp. 105-117

awareness of service charges imposed by banks. Finds that customers who were aware of banking charges had higher expectations of … quality than those who were not. Further, customers who were aware of banking charges perceived receiving a higher quality …

Persistent link: https://www.econbiz.de/10014905580

Product management and the marketing of financial services

Strieter, Jeffrey; Gupta, Ashok K.; Raj, S.P.; Wilemon, … - In: Journal of Services Marketing 11 (1997) 2, pp. 128-149

One of the most important developments in banking is the increased emphasis on marketing a wide array of financial … operations. Examines several of the major challenges and issues faced by product managers in the banking environment, namely, the … recommendations to improve product management performance in banking. …

Persistent link: https://www.econbiz.de/10014905582

Managing the delayed service encounter: the role of employee action and customer prior experience

Sarel, Dan; Marmorstein, Howard - In: Journal of Services Marketing 12 (1998) 3, pp. 195-208

Despite the increased attention being paid to service delivery, lengthy waits for service are still common. This paper provides a conceptual and empirical examination of the effects of perceived employee action and customer prior experience, on reactions to service delays. The results of a field...

Persistent link: https://www.econbiz.de/10014905611

Enhancing organizational performance in banks: a systematic approach

Yavas, Ugur; Yasin, Mahmoud M. - In: Journal of Services Marketing 15 (2001) 6, pp. 444-453

To enhance their organizational performance, banks can benefit from the experiences of manufacturing firms and gainfully employ quality and process improvement philosophies with proven track records in manufacturing industries. This article presents a framework, which integrates root cause...

Persistent link: https://www.econbiz.de/10014905779

Revisiting internal market orientation: a note

Kaur Sahi, Gurjeet; Lonial, Subhash; Gupta, Mahesh; … - In: Journal of Services Marketing 27 (2013) 5, pp. 385-403

the context of the Indian banking industry. Design/methodology/approach – The behavioral dimensions of the construct are …

Persistent link: https://www.econbiz.de/10014906373