This article reviews the acceptance of selling and the introduction of sales management within the UK clearing banks …

organisational and operative evolution of the functions and activities overseeing customer satisfaction in Italian banks. Design …/methodology/approach – The research was conducted by questionnaire, to which 92 banks responded, representative of 77 per cent of the total … processes within the banks surveyed. The authors found that in these banks customer satisfaction is no longer a staff activity …

Kent and Taylor's dialogic communications framework. Findings – Banks in Ghana have been fairly successful in creating web … sites with high dialogic value, with over half the banks sampled scoring on more than half of all the dialogic principles … (dialogic loop, ease of use, usefulness and conservation of visitors). Most banks, however, scored rather poorly on the …

integrates the AHP and the QFD through which banks will identify key customer segments’ needs, as a first step in their effort to …