Resources Library by ANA

Business requirements and future expectations in competitive bank services

An experimental study on attitudes towards time and on the behavioural implications of such attitudes was conducted on 46 staff members of an Italian bank. The methods used were a Semantic Differential (SD) composed of three stimulus words (the past,...

Catalogue: Seminar 1988: Research For Financial Services

Author: Gabriele Morello

June 15, 1988

Defining and understanding the challenges

Our community is undergoing three revolutions at the same time. Technology, sociology and ethics are evolving, interacting and complementing each other. They are changing consumers' and companies' way of thinking and behaviour. They are also slowly...

Catalogue: Seminar 1988: Research For Financial Services

Author: Jacques de Keyser

June 15, 1988

Service quality management

The banks that do well in the 1990's will be those which re-discover the customer and start to manage customer service. Customers tend to define service quality by what is spoken, heard or seen in their encounters with the bank. The 'service...

Catalogue: Seminar 1988: Research For Financial Services

Author: David Ballantyne

June 15, 1988

The use of pre-existing data banks for analysing local/micromarkets and optimizing branches' network

The paper describes the development, the structure and the possible contributions of a Data Bank identifying and and characterising in a lot of details numerous Local/Micromarkets. More than 200 autonomous polarisation markets have been defined...

Catalogue: Seminar 1988: Research For Financial Services

Author: Jean Quatresooz

June 15, 1988

Differentiation through customer service

Deregulation in financial markets has led to explosive change in the structural make-up and marketing behaviour of financial institutions. This observation is critically important if we are to try to assess the future direction of marketing in this...

Catalogue: Seminar 1988: Research For Financial Services

Authors: Simon Chadwick, Peter J. Hayes

June 15, 1988

The natural grouping of banks

In this article 'Natural Grouping', a new technique for image and positioning research is introduced. The more conventional approaches to image research - the free format, the explicit and the implicit techniques - are briefly discussed. The...

Catalogue: Seminar 1988: Research For Financial Services

Authors: Ton Kuylen, Theo M. M. Verhallen

June 15, 1988

Analyses and sales conception for the corporate clients marketing of cooperative banks

Traditionally, the people's and Raiffeisen banks in the Federal Republic of Germany are the local banks for medium-sized enterprises in industry, craft and trade. During the 70s the big banks (e.g. Deutsche Bank) and regional banks (e.g. Bayerische...

Catalogue: Seminar 1988: Research For Financial Services

Author: Wolfgang Hesse

June 15, 1988

Research in changing corporate markets

The last two decades, European Banks have learned to face change in their corporate markets from increasing competition, the growing internationalisation of business and the altered economic and industrial climate. The paper shows how research can...

Catalogue: Seminar 1988: Research For Financial Services

Author: Mervyn Flack

June 15, 1988

S.I.M.T.A.S.S

This paper illustrates the creation of a monitoring system for the insurance market in Italy, which in recent years is undergoing rapid development. This continuous research programme, called SIMTASS, has as objective the supply of a detailed picture...

Catalogue: Seminar 1988: Research For Financial Services

Authors: Marco Boneschi, Giorgio Lanz

Company: Burke, Inc.

June 15, 1988