Service improvement: lessons from the UK financial services sector

Julie Hilton

19 citations0/0 files storedInternational Journal of Quality and Service Sciences

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Customer Service Quality and Loyalty Management Systems and Quality Improvement finance, banking, and market dynamics

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Purpose – The purpose of this paper is to investigate service improvement initiatives within a major UK bank, and assess issues which may have contributed to the current financial crisis.

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1985A Conceptual Model of Service Quality and Its Implications for Future Research 1980A circumplex model of affect.2022Business Research Methods 1992The machine that changed the world 1998Toyota production system: beyond large-scale production 1983In search of excellence: Lessons from America's best- run companies 1999The Role of Emotions in Marketing 2004The Toyota way : 14 management principles from the world's greatest manufacturer

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