Abstract
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.Design/methodology/approach – Primary research includes a survey of bank staff and longitudinal on site interviews and observations over a period of five years.Findings – It is found that service improvement initiatives have focused on the use of popular business models, SERVQUAL, balanced scorecard, and European Business Excellence Model (latterly with elements of Lean). Results show that participant perceptions towards these models are generally negative, with a high incidence of failure to achieve expected results and negative organisational consequences. The paper examines the reasons for this and assesses alternative approaches now being piloted.Research limitations/implications – The results are case specific and may therefore not be generalised. The findings however present some rich insights into issues arising in...
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: International Journal of Quality and Service Sciences
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
