Customer Care in Financial Service Organisations
International Journal of Bank MarketingPublished 1 May 1989
Anne M. Smith, Barbara R. Lewis
Citations52
SJR quartileQ1
SJR score1.44
SNIP1.85
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Abstract
Findings are presented from an investigation of customer care in major UK organisations in the financial services sector, to include banks, building societies and insurance companies. Attention was focused on the need for customer care and service quality, and the development, implementation and evaluation of customer care/service programmes, as well as associated staff and management training activities.
Keywords
Economics, Econometrics and FinanceBusiness, Management and Accounting