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Research papers

Social change and the quality of service

In most of the markets which our Monitor survey has examined across the past ten years or so we have found that in the main, institutions have failed to respond to the ever-quickening social change that is taking place among members of the public....

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Authors: David Winton, Stephen Ellis
Company: KANTAR TNS Malaysia
February 1, 1985

Research papers

The savings banks card in Sweden

This paper is a case description of the approximately ten years old development and introduction period of the Swedish savings banks card. It gives the background, describes the planning and results and also tells about some of the specific ways in...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Göran Hyttfors
February 1, 1985