Purpose – The purpose of this paper is to provide an interview with Kevin Young, general manager of Skillsoft Europe, Middle East and Africa. Design/methodology/approach – The paper takes the form of an interview. Findings – The paper discusses the challenges the industry faces, both for...

Research shows that when funds are tight, the most effective use of training investment is on frontline workers and frontline managers. Some of the key frontline employees are customer service representatives, since they are often the go‐between for customers and the company. One large...

Purpose – To analyze, through a case study, the essential premises on the basis of which a training plan for the customers of any given firm can be designed, implemented and evaluated. Design/methodology/approach – This paper starts with a review of the literature on customer service...

Purpose – This paper aims to underline the importance of the training and communications process in implementing business integration solutions, securing employee commitment and building a customer‐centric culture. Also, to demonstrate how the benefits of a systematic based approach can help...

Purpose – The purpose of this study is to demonstrate how delving into the data that measures business performance generates a detailed understanding of the issues that provides a platform for improved business results and teamwork in parallel. Design/methodology/approach – An initial event,...

Purpose – The purpose of this research is to undertake an examination of the impacts of socio‐demographic and economic variables on the probability of purchasing financial products. There is relatively little empirical research that has been taken to understand how the underlying economy...

Purpose – The purpose of this paper is to study the attributes that influence perceptions of customer service in the retail banking setting from a non‐customer perspective. Design/methodology/approach – This research employs a mystery shopping approach to identify and measure key service...

Purpose – The study seeks to identify basic values and objectives from different bank retailing customers by asking them about their views on topics that deal responsibly with money. Based on their experiences, perceptions and expectations, those values and objectives that are of utmost...

Purpose – The purpose of this paper is to study the many manifestations of trust in the wealth management context in Finland. This empirical paper examines and contrasts how trust is perceived by financial experts and consumers in wealth management in general, and in the investment context, in...

Purpose – The purpose of this paper is to establish a conceptual as well as an empirical link between retail banks’ activities to protect their customers from third‐party fraud, the quality of customer relationships, and customer loyalty. Design/methodology/approach – A conceptual...