In the aftermath of the Cruickshank Report (2000) and the Competition Commission's investigation (2002) into SME--bank relationships, this paper examines the current state of the small business--bank relationship and ascertains whether the Internet could be used to improve the quality of the...

In today's increasingly competitive retail banking environment, banks are faced with the challenge of building and maintaining relationships with profitable customers while at the same time embracing technological change. So, while on the one hand increasing the role of technology in a services...

It has been established that increasing the role of technology in a service organisation can serve to reduce costs and often improve service reliability. It remains the case however that there is an important role for personalised relationships in the delivery of any service proposition....

The paper uses a questionnaire and a theoretical model of bank‐customer interaction preferences as the basis for examining the perceptions of retail bank customers regarding the use of remote delivery channels and the extent to which they still value traditional branch‐based face‐to‐face...