A model for implementing service excellence in the financial services industry

Author: Dobni, Brooke

Source: Journal of Financial Services Marketing, Volume 7, Number 1, 1 August 2002 , pp. 42-53(12)

Publisher: Palgrave Macmillan

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Abstract:

This paper presents a model and provides considerations for implementing a service excellence initiative in the highly competitive financial services industry. This model identifies and defines service culture, desired employee service behaviours, operational standards and service outcomes necessary to enhance and sustain service excellence. When managed collectively, these components provide the organisational environment necessary to harness employee service-related activities for the purpose of creating value and enhancing performance. Implementation of this model resulted in a 20 per cent increase in service quality scores across select areas in the sample organisation over a two-year period.Journal of Financial Services Marketing (2002) 7, 42-53; doi:10.1057/palgrave.fsm.4770071

Document Type: Research article

DOI: 10.1057/palgrave.fsm.4770071

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