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Research papers

Customer service

Financial institutions have been forced to adapt from sales driven organisations to a customer focused operating culture in order to survive - although the process of adaptation is far from complete, and has not been painless. The problem is that...

Catalogue: Seminar 1994: Banking And Insurance- From Recession To Recovery
Authors: Peter W. Southgate, Lorna McCulloch
June 15, 1994
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Citation

Southgate and McCulloch (1994a, June 15). Customer service. ANA - ESOMAR. Retrieved April 27, 2024, from


https://ana.esomar.org/documents/customer-service


Research papers

Quality of service in the branch

The paper describes a study undertaken to define and measure the quality of branch service in the TSB, perceived from the viewpoints of both customers and staff.

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Authors: Gillian S. Greenway, Peter W. Southgate
February 1, 1985
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Citation

Greenway and Southgate (1985a, February 01). Quality of service in the branch. ANA - ESOMAR. Retrieved April 27, 2024, from


https://ana.esomar.org/documents/quality-of-service-in-the-branch