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Research papers

Creating a service culture

This paper outlines the research programme which has been instituted to monitor the multifarious aspects of the Customer First Programme instituted in Lloyds Bank. This is initially planned to span two and a half years. The elements of the research...

Catalogue: Seminar 1987: Strategies For Service Management
Authors: Don Porter, John F. Swift
June 15, 1987

Research papers

Dutch savings bank on their way to a national identity

At present there are 35 wholly independent Spaarbanken in the Netherlands. "Spaarbanken" mean savings banks, but in this case the stress is laid upon the name "Spaarbanken" and therefore we will keep using this name in our paper.) In spite of several...

Catalogue: ESOMAR Congress 1986: Anticipation And Decision Making
Author: Evert W. H. Lammers
June 15, 1986

Research papers

The self-service bank

Banking with private customers in the Federal Republic of Germany undergoes a radical change with economic and social consequences for our country which cannot yet be foreseen. Among others it concerns the distribution of meanwhile about 2 billions...

Catalogue: ESOMAR Congress 1986: Anticipation And Decision Making
Author: Wolfgang Hesse
Company: Produkt + Markt GmbH & Co. KG
June 15, 1986

Research papers

The self-service bank (German)

Banking with private customers in the Federal Republic of Germany undergoes a radical change with economic and social consequences for our country which cannot yet be foreseen. Among others it concerns the distribution of meanwhile about 2 billions...

Catalogue: ESOMAR Congress 1986: Anticipation And Decision Making
Author: Wolfgang Hesse
Company: Produkt + Markt GmbH & Co. KG
June 15, 1986

Research papers

The acceptance of 'electronic banking' services by private customers (German)

In recent years, this has completely changed: technology has intruded to a great extend on the bank-customer relationship. Automated cash dispensers and account-with- drawl printers were the forerunners in the area of self- service. Electronic money,...

Catalogue: ESOMAR Congress 1986: Anticipation And Decision Making
Author: Rolf Pfleiderer
Company: Infratest dimap Gesellschaft fur Trend- und Wahlforschung mbH
June 15, 1986

Research papers

The acceptance of 'electronic banking' services by private customers

In recent years, this has completely changed: technology has intruded to a great extend on the bank-customer relationship. Automated cash dispensers and account-with- drawl printers were the forerunners in the area of self- service. Electronic money,...

Catalogue: ESOMAR Congress 1986: Anticipation And Decision Making
Author: Rolf Pfleiderer
Company: Infratest dimap Gesellschaft fur Trend- und Wahlforschung mbH
June 15, 1986

Research papers

The predictive value of qualitative research

The objective of this paper is to illustrate the validity of qualitative research as a predictive tool. The predictive value of qualitative research and its possibilities of anticipating problem-solving is presented here as based on its own...

Catalogue: ESOMAR Congress 1986: Anticipation And Decision Making
Authors: Susana Tisler, Juan S. Alós
Company: Ogilvy
June 15, 1986

Research papers

Changes in corporate market requirements

Companies and banks are confronted with the same problem of an uncertain economic environment. This presents both with a challenge. Banks first learned from past experience and imposed new guidelines for their assets and liabilities management. Most...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Patrick Horlait
June 15, 1985

Research papers

Electronic payment in Belgium: In search of a competitive equilibrium (French)

The present article will not attempt to present an exhaustive analysis on the problem, but rather to describe the situation of electronic payment in Belgium, where three networks are developing in parallel, and the strategy adopted by the Mister Cash...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Etienne Gaudissart
June 15, 1985