Abstract
In the 1980s and beyond, key elements in the formula for bank retailing success will include people, place, plastic and machine strategies designed to effectively mix high‐touch and high‐tech operating modes in order to satisfy customer demand for time and place convenience. A scenario depicting the extensive delivery system of a fictional major multi‐state banking organisation that has evolved through a series of regional mergers and acquisitions (First Southeast Financial) attempts to speculate about the look of an overall delivery system in 1990, and how the operating mix elements will fit together.
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