Outlines how Girobank adopted TQM management techniques for the financial services sector. Illustrates the way Girobank gained commitment to the project from management and employees in Girobank′s operations directorate through workshop training sessions. Diagrams shows how quality projects...

Postmodern conditions and re‐evaluations of marketing theory are prompting a re‐consideration of marketing strategies and methodologies. This paper is concerned with research issues arising from these changes and uses the case of retailing financial services as an illustration. Groups of...

Purpose The purpose of this paper is to examine a range of metrics concerning knowledge and related intangible assets in financial service industries. The metrics are then analyzed according to theory from several disciplines so as to better understand intangible dynamics, the relationship...

Purpose – The purpose of this paper is to discuss and evaluate the existing public and business policies which regulate and influence the operating procedures of USA, financial institutions qualifying prospective customers for their financial products and services. The specific focus of the...

Spotlights HSBC James Capel (brokers), value‐based management and the high profile commitment to equity research, following discussions and work with academics and management consultants. Commends the use of figures to ‘flesh out’ the explanations used within and HSBC James Capel's...

Looks, in depth, at the UK Co‐operative (Co‐op) Bank and how it has now gone back to its roots to make a difference. Espouses competitive strategy and how the Co‐op is about being different, making deliberate choices and helping the customer to genuinely value what is offered. Focuses on...

Investigates GE Capital (formed as the financial services arm of General Electric over 60 years ago), which is a financial services conglomerate with 27 separate businesses, employing more than 50,000 staff worldwide and with a $2.8billion turnover. Looks at GE Capital's approach — which...