UK bank‐corporate relationships: large corporates’ expectations of service

Abstract

Focuses on large corporates’ expectations of service delivery from their bank(s). Identifies some of the constituent elements of quality operational service, and assesses their significance in the large corporate segment. First, the literature on marketing of financial services in business‐to‐business markets, service quality and relationship management is discussed. Glaserian orthodox grounded theory was used in a pilot study to identify the key elements of perceived service quality on behalf of the large corporates. This formed the basis of the research methodology. A number of elements of operational quality service are identified. They can be grouped as reliability, assurance, empathy, responsiveness and proactivity. Concludes that banks must monitor and manage functional elements of service delivery in relationship seeking accounts. They should also divide their products into relationship specific weightings.