Case study: Service quality, business process re-engineering and human resources: A case in point?

International Journal of Bank Marketing

Volumn 16, Issue 6, 1998, Pages 225-242

  Newman, Karin ^a   Cowling, Alan ^a   Leigh, Susan ^a  

^a MIDDLESEX UNIVERSITY BUSINESS SCHOOL   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84986037971     PISSN: 02652323     EISSN: None     Source Type: Journal    
DOI: 10.1108/02652329810241375     Document Type: Article

References (94)

1. Appiah-Adu, K., Fyall, A. and Singh, S. (1998), “Marketing culture and customer retention in the financial service industry”, paper presented to the American Marketing Association, August.
2. Barclays Bank (1995), Annual Report and Accounts.
3. Bartlett, C.A. and Ghoshal, S. (1995), “Rebuilding behavioral context: turn process reengineering into people rejuvenation”, Sloan Management Review, Autumn, pp. 11-23.
4. Barton, L. (1995), “A dual methodology for case studies: synergistic use of longitudianal single site with replicated multiple sites”, in Huber, G. and Van de Ven, A. (Eds), Longitudinal Field Reserach Methods: Studying Processes of Organisational Change, Sage, Thousand Oaks, CA, pp. 38-64.
5. Blanchard, R.F. and Galloway R.L. (1994), “Quality in retail banking”, International Journal of Service Industry Management, Vol. 5 No. 4, pp. 5-23.
6. Boaden, R.J. and Dale, B.G. (1993), “Managing quality improvement in financial services: a framework and case study”, The Service Industries Journal, Vol. 13 No. 1, pp. 17-39.
7. Bowen, D.E. and Schneider, B. (1985), “Employee and customer perceptions of service in banks: replication and extension”, Journal of Applied Psychology, Vol. 70. No. 3, pp. 423-33.
8. Brent, K. and Finegold, D. (1996), “Adding value in banking: human resource innovations for service firms”, Sloan Management Review, Autumn, Vol. 38 No. 1, pp. 57-69.
9. Buzzell, R.D. and Gale, B.T. (1987), The PIMS Principles: Linking Strategy to Performance, Free Press, New York, NY.
10. BZW (1996), “The bonny bonny banks”, Broker 50.
11. Champy, J. (1996), “Re-engineering culture”, Human Resources, No. 26, September-October, pp. 16-17.
12. Clark, M. (1997), “Modelling the impact of customer-employee relationships on customer retention rates in a major UK retail bank”, Management Decision, March-April, Vol. 35 No. 3-4, pp. 293-9.
13. Cowling, A. and Newman, K. (1995), “Banking on people: TQM, service quality and human resources”, Personnel Review, Vol. 24 No. 7, pp. 25-40.
14. Cravens, D.W., Holland, C.W., Lamb, C.W. and Moncrief, W.C. (1988), “Marketing’s role in product and service quality”, Industrial Marketing Management, Vol. 17, pp. 285-304.
15. Crosby, P.B. (1979), Quality is Free, McGraw-Hill, London.
16. Czepiel, J., Solomon, M. and Surprenant, C. (1985), The Service Encounter, Lexington Books, Lexington, MA.
17. Davenport, T. (1993), Process Innovation: Re-engineering Work through Information Technology, Harvard Business School Press, Boston, MA.
18. Deming, W.C. (1986), Out of the Crisis, MIT Centre for Advanced Engineering Study, Cambridge, MA.
19. Drew, S. (1994), “BPR in financial services: factors for success”, Long Range Planning, Vol. 27 No. 5, pp. 25-41.
20. Drew, S.A. (1996), “Accelerating change: financial industry experiences with BPR”, International Journal of Bank Marketing, Vol. 4 No. 6, pp. 12-22.
21. Eisenhart, K. (1989), “Building theories from case study research”, in Le Compte, M., Millroy, W. and Preissle, J. (Eds), The Handbook of Qualitative Research in Education, San Diego Academic Press, pp. 643-69.
22. Ellwood, P. (1998), “The man with a commitment to deliver”, in Imeson, M. (Ed.), Chartered Banker, July, pp. 9-13.
23. Gale, B.T. (1994), Managing Customer Value: Creating Quality and Service That Customers Can See, The Free Press, New York, NY.
24. Gandy, A. and Chapman C. (1996), The Electronic Bank, Banking and IT in Partnership, The Chartered Institute of Bankers, Canterbury, p. 8.
25. Godkin, L. and Parish, P. (1995), “Making reengineering work: practical help from the literature”, Journal of Retail Banking, Vol. XVII No. 2, Summer, pp. 49-52.
26. Goodstadt, P. and Marti, R. (1990), “Quality service at National Westminster - the continual striving for excellence”, International Journal of Quality and Reliability Management, Vol. 7 No 4, pp. 19-28.
27. Grönroos, C. (1988), “Service quality: the six criteria of good perceived service quality”, Review of Business, Vol. 9 No. 3, Winter, pp. 10-13.
28. Gulden, G.K. and Reck, R.H. (1992), “Combining quality and reengineering efforts for process excellence”, Information Strategy: The Executive Journal, Spring, pp. 10-16.
29. Hall, G., Rosenthal, J. and Wade, J. (1993,“How to make reengineering really work”, Harvard Business Review, Vol. 71 No. 6, November-December, pp. 119-31.
30. Hammer, M. and Champy, J. (1993), Re-engineering the Corporation, Harper Collins, New York, NY.
31. Hammer, M. and Stanton, S.A. (1995), The Reengineering Revolution, The Handbook, Harper Collins, New York, NY.
32. Harrington, H.J. (1991), Business Process Improvement, McGraw-Hill, New York, NY.
33. Harvey, T. (1995), “Service quality: the culprit and the cure”, Bank Marketing, June, pp. 24-8.
34. Hauser, C. and Eisele, R. (1995), “A concept for the market-orientated evaluation of business processes”.
35. Henderson, G.L. (1992), “GIROBANK: the first bank to win a British Quality Award”, in Dale, B. (Ed.), Quality 2000 - Management for Success: An Anthology of the Total Quality Experience, Sydney Jary Ltd.
36. Howcroft, B. (1993), “Staff perceptions of service quality in a UK clearing bank: some empirical findings”, International Journal of Service Industry Management, Vol. 4 No. 4, pp. 5-24.
37. Howcroft, J.B. (1991), “Customer satisfaction in retail banking”, The Services Industries Journal, Vol. 11 No. 1, pp. 11-17.
38. Hurst, D., Rush, J. and White, R. (1989), “Top management teams and organisational renewal”, Strategic Management Journal, Vol. 10, pp. 87-105.
39. Jermier, D. and Knights, Nord W. (Eds) (1994), Resistance and Power in Organizations, Routledge.
40. Johansson, J.J., McHugh, P., Pendlebury, A.J. and Wheeler, W.A. (1993), Business Process Reengineering, John Wiley, London.
41. Jones, T.O. and Sasser, W.E. Jr (1995), “Why satisfied customers defect”, Harvard Business Review, November-December, pp. 88-99.
42. Juran, J. (1988), Juran on Planning For Quality, Macmillan.
43. Knights, D. and McCabe D., (1997), “How would you measure something like that? Quality in a retail bank”, Journal of Management Studies, Vol. 34 No. 3.
44. Knights, D., Sturdy, A. and Morgan, G. (1994), “The consumer rules: an examination of rhetoric and ‘reality’ of marketing in financial services”, European Journal of Marketing, Vol. 28 No. 3, pp. 42-54.
45. Kotler, P. (1977), “From sales obsession to marketing effectiveness”, Harvard Business Review, November-December, pp. 67-75.
46. Kotler, P. (1997), Marketing Management, 9th edition, Prentice Hall, Englewood Cliffs, NJ.
47. Kotter, J. P. (1995), “Leading change: why transformation efforts fail”, Harvard Business Review, March-April, pp. 59-67.
48. Larkin, T.J. and Larkin, S. (1996), “Reaching and changing frontline employees”, Harvard Business Review, May-June, pp. 95-104.
49. Lee-Mortimer, A. (1992), “Banking on new ideas”, Total Quality Management, pp. 301-04.
50. Levitt, T. (1960), “Marketing myopia”, Harvard Business Review, Vol. 38 No. 4, pp. 45-56.
51. Lloyds TSB (1995), Annual Report and Accounts.
52. Lowenthal, J.N. (1994), Reengineering the Organization. A Step-by-Step Approach to Corporate Revitalization, Tata McGraw-Hill, New Delhi.
53. Mathur, S.S. (1992), “Talking straight about competitive strategy”, Journal of Marketing Management, Vol. 8, pp. 199-217.
54. Maull, R. and Childe, S. (1994), “Business process re-engineering: an example from the banking sector”, International Journal of Service Industry Management, Vol. 5 No. 3, pp. 26-34.
55. McCabe, D., Knights, D. and Wilkinson, A. (1997), “Financial services - every which way but quality?”, Journal of General Management, Vol. 22 No. 3, Spring, pp. 53-73.
56. Meadows, M. and Dibb, S. (1998), “Implementing market segmentation strategies in UK personal financial services: problems and progress”, The Service Industries Journal, Vol. 18 No. 2, April, pp. 45-63.
57. Midland HSBC (1997), Sunday Times, 23 February.
58. Morgan, N.A. and Piercy, N.F. (1996), “Competitive advantage, quality strategy and the role of marketing”, British Journal of Management, Vol. 7, pp. 231-45.
59. Mumford, E. and Hendricks, R. (1996), “Business process re-engineering RIP”, People Management, 2 May, pp. 22-9.
60. Nadler D.A. and Tushman, M.L. (1989), “Organizational frame bending: principles for managing reorientation”, Academy of Management Executive, Vol. 3 No. 3, pp. 194-204.
61. Narver, J. and Slater, S. (1990), “The effect of a market orientation on business profitability”, Journal of Marketing, Vol. 54, October, pp. 20-35.
62. NatWest (1993), Code of Conduct.
63. Newman, K. and Cowling, A. (1996), “Service quality in retail banking:the experience of two British clearing banks”, The International Journal of Bank Marketing, Vol. 14 No. 6, pp. 2-11.
64. News from Lloyds Bank (1993), “Quality drive to be stepped up in 1994”, November.
65. Northbank (1992 (internal document), “Service standards”, June.
66. Northbank (1995 (internal document), “Service champions”, February, p. 2.
67. Northbank (1994 and 1995 (internal document), “Staff opinion survey”.
68. Northbank (1996 (internal document), “Annual review and summary financial statement”.
69. Oakland, J.S. and Oakland, S. (1998), “The links between people management, customer satisfaction and business results”, Total Quality Management, Vol. 9 No. 4-5, pp. 185-90.
70. Obeng, E. and Crainer, S. (1994), Making Re-engineering Happen, Pitman, London.
71. Obolensky, N. (1994), Practical Business Re-engineering, Tools and Techniques for Achieving Effective Change, Kogan Page, London.
72. Parasuraman, A., Zeithaml, V. and Berry, L. (1985), “A conceptual model of service quality and its implications for further research”, Journal of Marketing, Vol. 49, Autumn, pp. 41-50.
73. Porter, D. (1997), “How to build a brand new identity”, Chartered Banker, November, pp. 22-4.
74. Reichheld, F.F. (1993), “Loyalty-based management”, Harvard Business Review, March-April, p. 71.
75. Reichheld, F.F. and Sasser, W. (1990), “Zero defections comes to services”, Harvard Business Review, September-October, pp. 105-11.
76. Roth, A. and Van de Velde, M. (1991), “Customer perceived quality drives retail banking in the 1990s”, Bank Management, November, pp. 29-35.
77. Rust, R. and Zahorik, A. (1993), “Customer satisfaction, customer retention and market share”, Journal of Retailing, Vol. 69 No. 2., pp. 193-215.
78. Schmalensee, D.H. (1991), “Marketeers must lead quality improvement or risk becoming irrelevant”, Services Marketing Newsletter, Vol. 7 No. 1, pp. 1-3.
79. Schneider, B. and Rentsch, J. (1988), “Managing climates and cultures: a futures perspective”, in Hage, J. (Ed.), Futures of Organisations, Lexington, MA.
80. Senge, P., Kleiner, A., Roberts, C., Ross, R. and Smith, B. (1994), The Fifth Discipline Field Book, Doubleday, New York, NY.
81. Smith, C., Fargus, P. and Smith, S. (1992), “Banking on co-operation”, Managing Service Quality, July, pp. 293-8.
82. Snape, E., Wilkinson, A. and Redman, T. (1996), “Cashing in on quality? Pay incentives and the quality culture”, Human Resource Management Journal, Vol. 6 No. 4. pp. 5-17.
83. Storbacka, K. (1994), “Customer relationship profitability in retail banking”, Research Report No. 20, Swedish School of Economics and Business Administration, Helsinki.
84. Strebel, P. (1996), “Why do employees resist change?”, Harvard Business Review, May-June, pp. 86-92.
85. Sunday Times (1988), 23 February.
86. Timewell, S. (1994), “Listen to the customer”, The Banker, February, pp. 29-30.
87. Venkatraman, N. (1994), “IT enabled business transformation: from automation to business scope redefinition”, Sloan Management Review, Winter, pp. 73-87.
88. Which? (1995), “How does your bank rate?”, Money Banks Survey, October, Consumer Association, pp. 34-7.
89. Which? (1998), Money Which? Survey, June, Consumer Association.
90. Wilkinson, A., Allen, P. and Snape, E. (1991), “TQM and the management of labour”, Employee Relations, Vol. 13 No. 1, pp. 24-31.
91. Wilkinson, A., McCabe, D. and Knights, D. (1996), “Looking for quality: a survey of quality initiatives in the financial services sector”, Total Quality Management, Vol. 7 No. 1, pp. 67-78.
92. Willmott, H. (1994), “Business process re-engineering and human resource management”, Personnel Review, Vol. 23 No. 3, pp. 34-46.
93. Yin, R. (1981), “The case study crisis: some answers?”, Administrative Science Quarterly, No. 26, pp. 58-65.
94. Zeithaml, V. and Bitner, M. (1996), Services Management, McGraw-Hill, New York, NY.