Purpose – The purpose of this paper is to examine the role that information and communication technologies (ICT) maturity plays in the achievement of global competitiveness at the country level. The paper investigates the socio‐economic and technological factors that are most likely to be...

Segmentation by demographic factors is widely used in bank marketing despite the fact that the correlation of such factors with the needs of customers is often weak. Segmentation by expected benefits and attitudes could enhance a bank’s ability to address the conflict between individual...

In a world of escalating competitiveness, information technology (IT), such as online banking, and relationship marketing are becoming increasingly important to marketers. This paper investigates the impact of IT in a relationship marketing context. In particular it focuses on how customers use...

The major issues in, and influences on, the determination of marketing strategy across the personal financial services sector are examined. Recent changes in the competitive environment emphasise the eed to see banks in the context of the sector as a whole. New survey evidence is discussed which...

The issue of distribution of retail financial services has received growing attention in the academic and professional literature and has been hailed as an increasingly important factor in determining whether or not a company competes effectively in its chosen markets. In an increasingly...

The intensity of competition has increased within the retail banking industries in virtually all developed economies. Creating a sustainable competitive advantage, therefore, has become of paramount importance. One way through which retail banks have sought to create this sustainable competitive...

Retail banking in the USA is an industry in crisis. This message is repeated from the pages of industry journals to the annals of academic literature. Based on historical analysis of the industry literature, introduces trends and patterns surrounding the interface between the marketing and...

Part I of a two‐part article. States that in the New Age of management, IT managers are underskilled in the people and business aspects. Suggests areas of training for IT management which need to take place in a “learning organization” environment. Introduces the areas which are covered in...

Second of a two‐part article. Looks in detail at evaluating the effects of training and understanding its objectives, and at specifying IT management training programmes – together with four criteria for their likely success.

The need for more flexible and responsive organizations, and the potential of networks technology, are generally accepted. Argues, however, that the desire for corporate transformation is not always matched by an understanding of how to bring it about. In many organizations there is a...