﻿FN Clarivate Analytics Web of Science
VR 1.0
PT J
AU Aldlaigan, A
   Buttle, F
AF Aldlaigan, Abdullah
   Buttle, Francis
TI Beyond satisfaction: customer attachment to retail banks
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Service industries; Customer relations; Banking; United Kingdom
AB Purpose - This research paper seeks to investigate the different types of attachment that customers develop towards retail banks.
   Design/methodology/approach - The approach blends literature reviews, in addition to qualitative and quantitative methods. The primary research programme analyses data from seven focus groups, 39 one-on-one interviews and 1,058 individual consumer questionnaires.
   Findings - Identifies three forms of positive attachment, based on three different foundations: the credibility of the organisation, compatibility between the values of the organisation and those of the consumer, and interpersonal or relational considerations. Presents a statistically valid and reliable scale that can be used to measure these three forms of attachment. Also identifies other forms of customer-bank attachment grounded on less positive associations, including inertia and alienation.
   Originality/value - The scale can be used to identify customer-organisational attachment profiles that transcend or complement customer satisfaction, and provide a basis for relationship longevity.
C1 [Aldlaigan, Abdullah] Financial Serv Studies Ctr, Inst Banking, Riyadh, Saudi Arabia.
   [Buttle, Francis] Macquarie Univ, Macquarie Grad Sch Management, Sydney, NSW, Australia.
RP Aldlaigan, A (reprint author), Financial Serv Studies Ctr, Inst Banking, Riyadh, Saudi Arabia.
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NR 41
TC 41
Z9 43
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2005
VL 23
IS 4
BP 349
EP 359
DI 10.1108/02652320510603960
PG 11
WC Business
SC Business & Economics
GA V0O8X
UT WOS:000216424600004
DA 2020-02-20
ER

PT J
AU Joseph, M
   Sekhon, Y
   Stone, G
   Tinson, J
AF Joseph, Mathew
   Sekhon, Yasmin
   Stone, George
   Tinson, Julie
TI An exploratory study on the use of banking technology in the UK A
   ranking of importance of selected technology on consumer perception of
   service delivery performance
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Banking; Financial services; Service delivery; Electronic commerce;
   Consumer behaviour; United Kingdom
AB Purpose - The current exploratory study is an attempt to discover the underlying areas of dissatisfaction associated with the banking experience in the UK, particularly as it relates to the implementation of new service delivery technology in the banking industry.
   Design/methodology/approach - The data for this study was collected in two stages. In stage one, three focus groups were conducted using bank customers from the southern part of the USA to generate items important to users of financial services in the USA. These items were then considered by a number of bank customers in the UK (Bristol and Bournemouth area) to insure equivalence of constructs and measurements. Stage two involved distributing 300 surveys to a convenience sample of electronic banking customers from the sampling area of interest in the UK. In order to qualify, respondents had to have used one of the available electronic banking services offered by the bank at least once during the previous month.
   Findings - The importance-performance grid demonstrates that two of the factors and their underlying attributes fall into the "Keep up the good work" quadrant and the other two factors fall into the "Low priority" quadrant. The first two are areas the organization needs to allocate resources in order to maintain the level of service they provide their clients. From a strategic point of view, this grid provides a tool for strategy development as it gives a clear picture of the factors that are critical for resource allocation.
   Research limitations/implications - The primary limitation of this study is the scope and size of its sample. Nonetheless, the study does provide evidence for the development and use of the I-P grid for preliminary identification and assessment of customer measures of service quality.
   Originality/value - By demonstrating the feasibility of the approach taken by the study, it should be possible for financial institutions to utilize similar procedures when evaluating the overall satisfaction levels of their customers' banking experience. It also allows service providers to consider the changing needs and wants of customers' in the financial sector.
C1 [Joseph, Mathew] Univ S Alabama, Mitchell Coll Business, Mobile, AL 36608 USA.
   [Sekhon, Yasmin] Bournemouth Univ, Sch Business, Bournemouth, Dorset, England.
   [Stone, George] McNeese State Univ, Lake Charles, LA 70605 USA.
   [Tinson, Julie] Univ Stirling, Dept Mkt, Stirling, Scotland.
RP Joseph, M (reprint author), Univ S Alabama, Mitchell Coll Business, Mobile, AL 36608 USA.
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NR 52
TC 21
Z9 21
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2005
VL 23
IS 5
BP 397
EP 413
DI 10.1108/02652320510612474
PG 17
WC Business
SC Business & Economics
GA V0O9H
UT WOS:000216425600003
DA 2020-02-20
ER

PT J
AU Lymperopoulos, C
   Chaniotakis, IE
AF Lymperopoulos, Constantine
   Chaniotakis, Ioannis E.
TI Factors affecting acceptance of the internet as a marketing-intelligence
   tool among employees of Greek bank branches
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Internet; Banks; Human resource management; Marketing intelligence;
   Employee attitudes; Greece
AB Purpose - This paper aims to identify the importance that branch employees of Greek banks attach to the internet as a tool of marketing intelligence, and the factors that affect its acceptance as such a tool.
   Design/methodology/approach - Using the technology-acceptance model (TAM) as a basis, a questionnaire is designed by the researchers, and completed by employees. Structural equation modelling (SEM) is used to analyse the data, and this confirms the relationships proposed by the TAM.
   Findings - The main findings of the study are that: branch employees of Greek banks feel that a marketing-intelligence system is a prerequisite for effectiveness in their work; although the internet is the fourth-most important source of market intelligence for branch employees of Greek banks, they require greater access to the internet to meet their market-intelligence needs; perceived usefulness and perceived ease of use of the internet directly affect bank employees' attitudes which, in turn, affect the employees' intentions of using the internet as a marketing-intelligence tool; and education and working experience affect employees' attitudes indirectly (through perceived usefulness).
   Research limitations/implications - Main limitations of this study are related to the sampling method and the fact that the field research was conducted only in Athens, the capital of Greece.
   Originality/value - Finally, the paper suggests how banks could exploit the internet as a marketing intelligence tool for their branch employees and what actions should be planned in order to facilitate its adoption.
C1 [Lymperopoulos, Constantine; Chaniotakis, Ioannis E.] Univ Aegean, Business Sch, Dept Business Adm, Chios, Greece.
RP Lymperopoulos, C (reprint author), Univ Aegean, Business Sch, Dept Business Adm, Chios, Greece.
RI Chaniotakis, Ioannis E./C-1876-2013
OI Chaniotakis, Ioannis E./0000-0002-5672-2833
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NR 57
TC 14
Z9 14
U1 0
U2 2
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2005
VL 23
IS 6
BP 484
EP 505
DI 10.1108/02652320510619602
PG 22
WC Business
SC Business & Economics
GA V0O9P
UT WOS:000216426400004
DA 2020-02-20
ER

PT J
AU Arasli, H
   Katircioglu, ST
   Mehtap-Smadi, S
AF Arasli, Huseyin
   Katircioglu, Salih Turan
   Mehtap-Smadi, Salime
TI A comparison of service quality in the banking industry Some evidence
   from Turkish- and Greek-speaking areas in Cyprus
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customer services quality; SERVQUAL; Banks; Customer satisfaction;
   European Union; Cyprus
AB Purpose - To analyze and compare service quality in the commercial banking sector of a small island economy - Cyprus - and to investigate the relationship between overall bank customer satisfaction in the Turkish-and Greek-speaking areas of Cyprus and positive word-of-mouth about their banks.
   Design/methodology/approach - A total of 268 commercial bank customers responded to a Greek and Turkish translated version of the SERVQUAL instrument. After descriptive and factor analysis, multivariate regression was used to estimate the impact of service quality dimensions on overall customer satisfaction and word of mouth.
   Findings - The responsiveness dimension failed to load and thus the SERVQUAL scale proved to be of a four-dimensional structure in this study. Research results revealed that the expectations of bank customers in both areas were not met and that the largest gap was found in the empathy dimension. The assurance dimension had the largest influence on customer satisfaction and overall satisfaction of bank customers in both areas of Cyprus had a positive effect on their word-of-mouth.
   Research limitations/implications - There were some difficulties in conducting interviews in the Greek-speaking area of Cyprus and this may have limited the potential sample size. Future research could test the generalizabilityof findings in other small island economies and look at how the service is delivered by frontline employees.
   Practical implications - Helps banks in both areas of Cyprus to redefine their corporate image to one that is customer-focused and driven by service quality. Findings are also significant for the Turkish-speaking area which is not at the same level of economic development as its neighbours in the south and needs to restructure its banking system before accession to the EU.
   Originality/value - This study investigates service quality in a small island economy. There is disparity in the banking sector of a divided Cyprus, where banks in the South have undergone significant restructuring before EU accession and banks in the North are affected by the economic crisis and need to restructure if they want to join the EU.
C1 [Arasli, Huseyin] Eastern Mediterranean Univ, Sch Tourism & Hospitality Management, Mersin, Turkey.
   [Katircioglu, Salih Turan] Eastern Mediterranean Univ, Fac Business & Econ, Dept Banking & Finance, Mersin, Turkey.
   [Mehtap-Smadi, Salime] Eastern Mediterranean Univ, Fac Business & Econ, Dept Business Adm, Mersin, Turkey.
RP Arasli, H (reprint author), Eastern Mediterranean Univ, Sch Tourism & Hospitality Management, Mersin, Turkey.
RI arasli, huseyin/D-5503-2019; Katircioglu, Salih T./H-3494-2016
OI Katircioglu, Salih T./0000-0001-5108-9461
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NR 50
TC 57
Z9 58
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2005
VL 23
IS 7
BP 508
EP 526
DI 10.1108/02652320510629881
PG 19
WC Business
SC Business & Economics
GA V0O9U
UT WOS:000216426900001
DA 2020-02-20
ER

PT J
AU Proenca, JF
   de Castro, LM
AF Proenca, Joao F.
   de Castro, Luis M.
TI "Stress" in business relationships: a study on corporate bank services
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Supply chain management; Banking; Relationship marketing;
   Business-to-business marketing; Portugal
AB Purpose - The paper aims to discuss the interaction processes and short-term behaviours and motives in long-term relationships between banks and their corporate clients.
   Design/methodology/approach - The discussion is based on findings from four Portuguese case studies. Interviews made to major actors on both sides of each relationship were transcribed and analysed to investigate the buyer-seller interaction process, and the interplay between the actors involved.
   Findings - The paper contributes to knowledge concerning the nature of business banking relationships, provides insights about instability and stress therein, and suggests some factors that can generate or intensify that instability. Short-term irregularities and stress are found to arise in the context of relationships' longer-term continuity and stability.
   Research limitations/implications - The irregularities found were endogenous to the relationships and originated from one of the actors or from the transaction. No exogenous factors were analysed and further research should be done about them. Some instability was found associated with clients keeping a portfolio of banking relationships, but the management of such portfolios is largely unstudied, begging for more work. It is also suggested that the present study be replicated in other countries and contexts for comparative analyses. Practical implications - The paper provides a framework for corporate managers and bankers alike to better understand the process of banking relationships. It highlights some factors that should be monitored as they impact on buying behaviour and on the interplay between banks and firms.
   Originality/value - The paper highlights some "stress" factors that can impact on buying behaviour and on the interplay between banks and firms, providing a new insight about the instability of business relationships in the banking business, and suggests some factors that can generate or intensify that instability.
C1 [Proenca, Joao F.; de Castro, Luis M.] Univ Porto, Fac Econ, Oporto, Portugal.
RP Proenca, JF (reprint author), Univ Porto, Fac Econ, Oporto, Portugal.
RI Proenca, Joao/I-7728-2014; de Castro, Luis M./C-1449-2012
OI Proenca, Joao/0000-0003-3794-901X; Proenca, Joao/0000-0002-7058-203X; de
   Castro, Luis M./0000-0001-8783-8970
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NR 38
TC 16
Z9 16
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2005
VL 23
IS 7
BP 527
EP 541
DI 10.1108/02652320510629890
PG 15
WC Business
SC Business & Economics
GA V0O9U
UT WOS:000216426900002
DA 2020-02-20
ER

PT J
AU Jih, WJ
   Wong, SY
   Chang, TB
AF Jih, Wen-Jang
   Wong, Shu-Yeng
   Chang, Tsung-Bin
TI Effects of Perceived Risks on Adoption of Internet Banking Services: An
   Empirical Investigation in Taiwan
SO INTERNATIONAL JOURNAL OF E-BUSINESS RESEARCH
LA English
DT Article
DE consumer behavior; electronic commerce; familiarity; information
   systems; Internet banking; involvement; perceived risks; technology
   adoption
ID MODEL; INVOLVEMENT
AB Banking services primarily involve the creation, processing, storage, and distribution of financial information. Most of these services can be conveniently handled via Internet-based information technologies. This convenience, however, may be offset to a certain degree by customers' perception of the risks associated with transacting in the wide-open cyber-world. A key challenge for online bankers is to maintain a secure information infrastructure that effectively manages the perceived risk factors. This research examines usages of Internet banking services, investigates the nature and sources of customers' perceived risks, and tests hypotheses with regard to impacts of perceived risks on Internet banking adoption. Using primary data collected in Taiwan, the study finds significant relationships among involvement, familiarity, perceived risks, perception of measures for reducing perceived risks, and customer willingness to adopt Internet banking services. The findings have significant implications for the practice and research in Internet banking.
C1 [Jih, Wen-Jang] Middle Tennessee State Univ, Jennings A Jones Coll Business, Comp Informat Syst, Murfreesboro, TN 37130 USA.
   [Wong, Shu-Yeng] Da Yeh Univ, Stat, Dacun, Changhua, Taiwan.
   [Chang, Tsung-Bin] Da Yeh Univ, Dacun, Changhua, Taiwan.
RP Jih, WJ (reprint author), Middle Tennessee State Univ, Jennings A Jones Coll Business, Comp Informat Syst, Murfreesboro, TN 37130 USA.
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NR 36
TC 10
Z9 10
U1 2
U2 2
PU IGI GLOBAL
PI HERSHEY
PA 701 E CHOCOLATE AVE, STE 200, HERSHEY, PA 17033-1240 USA
SN 1548-1131
EI 1548-114X
J9 INT J E-BUS RES
JI Int. J. E-Bus. Res.
PD JAN-MAR
PY 2005
VL 1
IS 1
BP 70
EP 88
PG 19
WC Business
SC Business & Economics
GA VE1EB
UT WOS:000438441500005
DA 2020-02-20
ER

PT J
AU Flavian, C
   Guinaliu, M
   Torres, E
AF Flavian, C
   Guinaliu, M
   Torres, E
TI The influence of corporate image on consumer trust - A comparative
   analysis in traditional versus internet banking
SO INTERNET RESEARCH
LA English
DT Article
DE internet; trust; corporate image
ID STRUCTURAL EQUATION MODELS; UNOBSERVABLE VARIABLES; MARKET ORIENTATION;
   MEASUREMENT ERROR; BEHAVIOR; MANUFACTURER; PERFORMANCE; COMMITMENT;
   EXPERIENCE; TESTS
AB Purpose - To analyze the relationship between corporate image and consumer trust in the context of financial services distribution.
   Design/methodology/approach - This paper analyzes the causal relationship that exists between corporate image and consumer trust in the financial services distribution through traditional channels, as well as over the internet. This paper also analyzes the moderating effect of relationship duration on the influence of the corporate image on trust.
   Findings - The results obtained show that in distribution through traditional channels no significant differences exist in the intensity of the effect of the image on trust in terms of the relationship duration. Nevertheless, significant differences in the financial services distribution over the internet have been observed.
   Practical implications - The significant influence that image exerts on consumer trust shows us that corporate image becomes a key tool for the management of trust in financial services distribution.
   Originality/value - Despite the importance that researchers have assigned to the variables of corporate image and trust, much of the work so far is in the initial phase of development. Thus, the majority of the works have been approached from a fundamentally theoretical perspective, or else the empirical testing has been carried out in an indirect way, based on factors that form part of the image or are related to it. Because of this, today there is no research that has empirically evaluated the role played by corporate image in the levels of trust of the consumer of financial services.
C1 Univ Zaragoza, Zaragoza, Spain.
   Univ Chile, Santiago, Chile.
RP Flavian, C (reprint author), Univ Zaragoza, Zaragoza, Spain.
RI GUINALIU, MIGUEL/E-7431-2011; Flavian, Carlos/G-4365-2013
OI GUINALIU, MIGUEL/0000-0002-1456-4726; Flavian,
   Carlos/0000-0001-7118-9013
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NR 76
TC 116
Z9 118
U1 4
U2 50
PU EMERALD GROUP PUBLISHING LIMITED
PI BRADFORD
PA 60/62 TOLLER LANE, BRADFORD BD8 9BY, W YORKSHIRE, ENGLAND
SN 1066-2243
J9 INTERNET RES
JI Internet Res.
PY 2005
VL 15
IS 4
BP 447
EP 470
DI 10.1108/10662240510615191
PG 24
WC Business; Computer Science, Information Systems; Telecommunications
SC Business & Economics; Computer Science; Telecommunications
GA 976BL
UT WOS:000232707700006
DA 2020-02-20
ER

PT J
AU Kahn, C
   Pennacchi, G
   Sopranzetti, B
AF Kahn, C
   Pennacchi, G
   Sopranzetti, B
TI Bank consolidation and the dynamics of consumer loan interest rates
SO JOURNAL OF BUSINESS
LA English
DT Article
ID MARKET-STRUCTURE; INDUSTRY; MERGERS; PRICES; RIGIDITY
AB This paper analyzes interest rates quoted by individual banks for personal and automobile loans in 10 cities. Personal loan rates are higher in concentrated markets, and banks involved in mergers reduce personal rates relative to their competitors prior to the merger's completion. This is consistent with mergers changing the size structure of personal loan markets and merger participants' desire to gain regulatory approval. Auto rates are unaffected by local concentration and mergers, suggesting that their market is nationwide. Rates for both loan types respond asymmetrically to changes in Treasury rates, being more sensitive to a rise than a fall.
C1 Univ Illinois, Chicago, IL 60680 USA.
   Rutgers State Univ, Piscataway, NJ 08855 USA.
RP Kahn, C (reprint author), Univ Illinois, Chicago, IL 60680 USA.
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NR 29
TC 24
Z9 24
U1 0
U2 1
PU UNIV CHICAGO PRESS
PI CHICAGO
PA 1427 E 60TH ST, CHICAGO, IL 60637-2954 USA
SN 0021-9398
J9 J BUS
JI J. Bus.
PD JAN
PY 2005
VL 78
IS 1
BP 99
EP 133
DI 10.1086/426521
PG 35
WC Business
SC Business & Economics
GA 909XO
UT WOS:000227894200004
DA 2020-02-20
ER

PT J
AU Siu, NYM
   Mou, JCW
AF Siu, Noel
   Mou, Jeremy
TI Measuring Service Quality in Internet Banking: The Case of Hong Kong
SO JOURNAL OF INTERNATIONAL CONSUMER MARKETING
LA English
DT Article
DE Service quality; Internet banking; Hong Kong; customer satisfaction;
   future consumption behavior
AB Past research on measuring service quality in Internet banking is scarce. This study adapts the dimensions of the e-SERVQUAL (Zeithaml et al., 2000, 2002) and attempts to examine customers' service quality perceptions in Internet banking, as well as the impact of these perceptions on customer satisfaction and future consumption intentions. Hong Kong, a regional trading and services hub in Asia, is adopted as a case study. Four analytical dimensions are identified: credibility, efficiency, problem handling and security. Findings indicate that all dimensions except security are found to be important in determining overall service quality perceptions. Credibility, problem handling and security have significant impact on customer satisfaction. Moreover, security and efficiency are significantly associated with future consumption behavior. Implications are discussed and recommendations are offered for improving Internet banking services. (C) 2005 by The Haworth Press, Inc. All rights reserved.
C1 [Siu, Noel] Hong Kong Baptist Univ, Kowloon Tong, Hong Kong, Peoples R China.
   [Mou, Jeremy] Hong Kong Baptist Univ, Dept Mkt, Kowloon Tong, Hong Kong, Peoples R China.
RP Siu, NYM (reprint author), Hong Kong Baptist Univ, Kowloon Tong, Hong Kong, Peoples R China.
EM nsiu@hkbu.edu.hk
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NR 50
TC 28
Z9 28
U1 0
U2 0
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0896-1530
EI 1528-7068
J9 J INT CONSUM MARK
JI J. Int. Consum. Mark.
PY 2005
VL 17
IS 4
BP 99
EP 116
DI 10.1300/J046v17n04_06
PG 18
WC Business
SC Business & Economics
GA V60TF
UT WOS:000210852200006
DA 2020-02-20
ER

PT J
AU Shergill, GS
   Li, B
AF Shergill, G. S.
   Li, Bing
TI Internet Banking-An Empirical Investigation of a Trust and Loyalty Model
   for New Zealand Banks
SO JOURNAL OF INTERNET COMMERCE
LA English
DT Article
DE I-Banking; trust; loyalty; New Zealand customers
AB The development of Internet Banking (I-Banking) requires a new recognition of customers' values for building long-term organization-customer relationships in the E-era. A Structural Equation Model was developed and tested in this paper to identify the determinants that influence customers' trust in, and loyalty to, I-Banking in New Zealand. The results indicated that shared value was the most critical factor impacting customers' trust in I-Banking, compared with two other important factors: communication and opportunistic behaviour control. With regards to improving loyalty among I-Bank customers, findings suggest that I-Banking needs to take satisfaction, trust, brand reputation and switching cost seriously. In particular, satisfaction needs to be regarded seriously, as it is the most important factor influencing customers' loyalty. Based on these findings, the paper culminates in recommendations to improve I-Banking services for customers. (C) 2005 by TheHaworth Press, Inc. All rights reserved.
C1 [Shergill, G. S.] Massey Univ, Dept Commerce, Mkt, Albany Campus,Private Bag 102 904 NSMC, Auckland, New Zealand.
RP Shergill, GS (reprint author), Massey Univ, Dept Commerce, Mkt, Albany Campus,Private Bag 102 904 NSMC, Auckland, New Zealand.
EM G.S.Shergill@massey.ac.nz; S_libing@hotmail.com
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NR 54
TC 4
Z9 4
U1 0
U2 0
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1533-2861
EI 1533-287X
J9 J INTERNET COMMER
JI J. Internet Commer.
PY 2005
VL 4
IS 4
BP 101
EP 118
DI 10.1300/J179v04n04_07
PG 18
WC Business
SC Business & Economics
GA V81ZY
UT WOS:000212289300007
DA 2020-02-20
ER

PT J
AU Lindgreen, A
   Antioco, M
AF Lindgreen, Adam
   Antioco, Michael
TI Customer relationship management: the case of a European bank
SO MARKETING INTELLIGENCE & PLANNING
LA English
DT Article
DE Relationship marketing; Information research; Marketing information
AB Purpose - To convert the principle of customer relationship management (CRM) into practical guidelines for best practice in the implementation of a CRM programme in the real world.
   Design/methodology/approach - The findings of an extensive review of the literature provide the foundations for a general CRM paradigm, which is applied to a case study of a large European bank's specification, development and implementation of CRM over a five-year period. Data for the case study were collected in 1-2 h long depth interviews with executives of the bank and a consultancy firm collaborating in the design of the programme, and were analysed by a formal coding procedure.
   Findings - The design and implementation phases of CRM programme development are described in detail, the latter organised into 18 initiatives in five categories: testing, founding, building doing and ongoing. Research limitations/implications - Because of the stage of development of the bank's programme at the time of writing, it was not possible to report meaningfully on an obvious sixth phase: evaluation. The paper considers shortcomings of CRM implementation and proposes avenues for further research.
   Practical implications - A shortage of practically grounded templates for the design and implementation of CRM programmes has left marketing managers struggling to apply the widely advocated principle to their own situations. By adding empirical evidence to prescriptions for best practice, this paper begins the process of bridging that gap between theory and practice.
   Originality/value - The unique case study reported here will therefore be of definite interest and potential value to managers responsible for developing market intelligence into formal plans for a CRM strategy, beyond the specific context of financial services.
C1 [Lindgreen, Adam; Antioco, Michael] Eindhoven Univ Technol, Eindhoven, Netherlands.
RP Lindgreen, A (reprint author), Eindhoven Univ Technol, Eindhoven, Netherlands.
RI Lindgreen, Adam/D-4103-2019
OI Lindgreen, Adam/0000-0001-7881-7350
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NR 87
TC 16
Z9 16
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0263-4503
EI 1758-8049
J9 MARK INTELL PLAN
JI Mark. Intell. Plan.
PY 2005
VL 23
IS 2
BP 136
EP U155
DI 10.1108/02634500510589903
PG 21
WC Business
SC Business & Economics
GA V58TD
UT WOS:000210716800002
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Cybinski, P
   Windsor, C
AF Cybinski, Patti
   Windsor, Carolyn
TI The Efficacy of Auditors' Going-Concern Opinions Compared with a
   Temporal and an Atemporal Bankruptcy Risk Model: Analysing U.S Trade and
   Service Industry Failures 1974 - 1988
SO PACIFIC ACCOUNTING REVIEW
LA English
DT Article
DE Auditing; United States; Insolvency
AB Conflicting results have emerged from several past studies as to whether bankruptcy prediction models are able to forecast corporate failure more accurately than auditors' going-concern opinions. Nevertheless, the last decade has seen improved modelling of the path-to-failure of financially distressed firms over earlier static models of bankruptcy. In the light of the current crisis facing the auditing profession, this study evaluates the efficacy of auditors' going-concern opinions in comparison to two bankruptcy prediction models. Bankrupt firms in the U.S. service and trade industry sectors were used to compare model predictions against the auditors' going-concern opinion for two years prior to firm failure. The two models are the well-known Altman (1968) Multiple Discriminant Analysis (MDA) model that includes only financial ratio variables in its formulation and the newer, temporal logit model of Cybinski (2000, 2003) that includes explicit factors of the business cycles in addition to variables internal to the firm. The results show overall better bankruptcy classification rates for the temporal model than for the Altman model or audit opinion.
C1 [Cybinski, Patti; Windsor, Carolyn] Griffith Univ, Griffith Business Sch, Dept Accounting Finance & Econ, Nathan Campus, Brisbane, Qld, Australia.
RP Cybinski, P (reprint author), Griffith Univ, Griffith Business Sch, Dept Accounting Finance & Econ, Nathan Campus, Brisbane, Qld, Australia.
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NR 66
TC 0
Z9 0
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0114-0582
EI 2041-5494
J9 PAC ACCOUNT REV
JI Pac. Account. Rev.
PY 2005
VL 17
IS 1
BP 3
EP +
DI 10.1108/01140580510818503
PG 35
WC Business, Finance
SC Business & Economics
GA V78QW
UT WOS:000212062900001
DA 2020-02-20
ER

PT S
AU Han, SL
   Baek, S
AF Han, SL
   Baek, S
BE Kahn, BE
   Luce, MF
TI Antecedents and consequences of service quality in online banking: An
   application of the SERVQUAL instrument
SO ADVANCES IN CONSUMER RESEARCH, VOLUME XXXI
SE ADVANCES IN CONSUMER RESEARCH
LA English
DT Article; Proceedings Paper
CT Conference of the Association-for-Consumer-Research (ACR 2003)
CY OCT   08, 2003
CL Toronto, CANADA
SP Soc Gynecol Oncol
ID SATISFACTION; SCALE; PARADIGM
C1 Hanyang Univ, Seoul, South Korea.
RP Han, SL (reprint author), Hanyang Univ, Seoul, South Korea.
RI Han, Sang-Lin/V-4533-2017
OI Han, Sang-Lin/0000-0002-6142-8196
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NR 35
TC 21
Z9 22
U1 0
U2 10
PU ASSOC CONSUMER RESEARCH
PI VALDOSTA
PA C/O JAMES A MUNCY, PO BOX 2310, VALDOSTA, GA 31604 USA
SN 0098-9258
BN 0-915552-53-1
J9 ADV CONSUM RES
PY 2004
VL 31
BP 208
EP 214
PG 7
WC Business
SC Business & Economics
GA BBK79
UT WOS:000225920700080
DA 2020-02-20
ER

PT J
AU Wen, M
AF Wen, M
TI Bankruptcy, sale, and mergers as a route to the reform of Chinese SOEs
SO CHINA ECONOMIC REVIEW
LA English
DT Article
DE ownership distortion; industrial structure; soft budget; Cournot
   competition
ID EFFICIENT AUCTIONS; OWNERSHIP; COSTS
AB This paper uses a Cournot competition model to show that the welfare consequences of different reforms are determined by the industrial structure, the distribution of production capacities, and the cost differentials among firms. As these factors vary from industry to industry, decisions on reform of loss-making state-owned enterprises (SOEs), including choices between mergers and sale, to whom the SOEs' assets should be sold as well as the auction approach should be endogenized within the industrial structure. This paper also shows that development of institutions, including financial markets, second-hand asset markets, and specialized intermediaries will help to generate higher welfare gains from SOE reforms. (C) 2003 Elsevier Inc. All rights reserved.
C1 Australian Natl Univ, RSPAS, Div Econ, Canberra, ACT 0200, Australia.
RP Wen, M (reprint author), Australian Natl Univ, RSPAS, Div Econ, Canberra, ACT 0200, Australia.
EM rosemei.wen@anu.edu.au
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NR 15
TC 2
Z9 2
U1 0
U2 3
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA 360 PARK AVE SOUTH, NEW YORK, NY 10010-1710 USA
SN 1043-951X
J9 CHINA ECON REV
JI China Econ. Rev.
PY 2004
VL 15
IS 3
BP 249
EP 267
DI 10.1016/S1043-951X(03)00031-2
PG 19
WC Economics
SC Business & Economics
GA 851JD
UT WOS:000223680500001
DA 2020-02-20
ER

PT J
AU Pikkarainen, T
   Pikkarainen, K
   Karjaluoto, H
   Pahnila, S
AF Pikkarainen, T
   Pikkarainen, K
   Karjaluoto, H
   Pahnila, S
TI Consumer acceptance of online banking: an extension of the technology
   acceptance model
SO INTERNET RESEARCH
LA English
DT Article
DE virtual banking; consumer behaviour; user studies
ID COMPUTER-TECHNOLOGY; INFORMATION-TECHNOLOGY; PERCEIVED USEFULNESS; USER
   ACCEPTANCE; MOTIVATION; USAGE; EASE
AB Advances in electronic banking technology have created novel ways of handling daily banking affairs, especially via the online banking channel. The acceptance of online banking services has been rapid in many parts of the world, and in the leading e-banking countries the number of e-banking contracts has exceeded 50 percent. Investigates online banking acceptance in the light of the traditional technology acceptance model (TAM) which is leveraged into the online environment. On the basis of a focus group interview with banking professionals, TAM literature and e-banking studies, we develop a model indicating online-banking acceptance among private banking customers in Finland. The model was tested with a survey sample (n = 268). The findings of the study indicate that perceived usefulness and information on online banking on the Web site were the main factors influencing online-banking acceptance.
C1 Oulu Univ, Dept Informat Proc Sci, Oulu, Finland.
   Oulu Univ, Dept Mkt, Oulu, Finland.
RP Pikkarainen, T (reprint author), Oulu Univ, Dept Informat Proc Sci, Oulu, Finland.
RI Karjaluoto, Heikki/M-4488-2014
OI Karjaluoto, Heikki/0000-0002-5696-7355
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NR 67
TC 436
Z9 442
U1 10
U2 89
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1066-2243
J9 INTERNET RES
JI Internet Res.
PY 2004
VL 14
IS 3
BP 224
EP 235
DI 10.1108/10662240410542652
PG 12
WC Business; Computer Science, Information Systems; Telecommunications
SC Business & Economics; Computer Science; Telecommunications
GA 840GS
UT WOS:000222845900004
DA 2020-02-20
ER

PT J
AU Adamson, I
   Shine, J
AF Adamson, I
   Shine, J
TI Extending the new technology acceptance model to measure the end user
   information systems satisfaction in a mandatory environment: A bank's
   treasury
SO TECHNOLOGY ANALYSIS & STRATEGIC MANAGEMENT
LA English
DT Article
ID PERCEIVED USEFULNESS; COMPUTER-TECHNOLOGY; EASE; USAGE; SUCCESS;
   INTENTIONS; EXTENSION; ATTITUDES
AB On having implemented a new dealing rooms platform in a Bank's Treasury, the management identified a number of areas for further investigations of the end user acceptance of the new technology. Answers were sought to what extent dissatisfaction, if any, was influenced by the end users' perception of the system quality, subjective norms and computer self efficacy. New, technology acceptance models assume perceived 'usefulness" rather than 'ease of use' as a strong indicator of usage. The end user satisfaction model was developed to measure the end user satisfaction in a mandatory environment, and to test the 'usefulness' versus 'ease of use' assumption. The findings suggest that in a mandatory environment such as a Bank's Treasury the perceived 'ease of use' was a marginally stronger influencer of the end user satisfaction. Demographic variables such as age, position in a company and the length of employment were other significant contributors to satisfaction. The implications of the findings for the Bank's management are twofold: both 'computer self-efficacy' and the end user 'satisfaction' play a major role in new technology acceptance, therefore the two variables require a particular consideration in designing information systems in mandatory environments.
C1 Univ Edinburgh, Sch Elect & Engn, Edinburgh EH9 3JL, Midlothian, Scotland.
   Univ Edinburgh, Scottish Inst Enterprise, Edinburgh EH9 3JL, Midlothian, Scotland.
   Univ Surrey, Surrey European Management Sch, Surrey GU2 7XH, England.
RP Adamson, I (reprint author), Univ Edinburgh, Sch Elect & Engn, Kings Bldg,Sanderson Bldg, Edinburgh EH9 3JL, Midlothian, Scotland.
EM Ivana.Adamson@cd.ac.uk; j.g.shine@surrey.ac.uk
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NR 49
TC 67
Z9 68
U1 4
U2 26
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0953-7325
EI 1465-3990
J9 TECHNOL ANAL STRATEG
JI Technol. Anal. Strateg. Manage.
PD DEC
PY 2003
VL 15
IS 4
BP 441
EP 455
DI 10.1080/095373203000136033
PG 15
WC Management; Multidisciplinary Sciences
SC Business & Economics; Science & Technology - Other Topics
GA 739CP
UT WOS:000186324900004
DA 2020-02-20
ER

PT J
AU Chenny, S
   St-Amour, P
   Vencatachellum, D
AF Chenny, S
   St-Amour, P
   Vencatachellum, D
TI Slave prices from succession and bankruptcy sales in Mauritius,
   1825-1827
SO EXPLORATIONS IN ECONOMIC HISTORY
LA English
DT Article
DE slavery; slave price; Mauritius
ID NEW-ORLEANS; SELECTION; ABOLITION; ECONOMICS; MARKET; AFRICA; HEIGHT;
   SOUTH; TRADE
AB We construct a unique data set from succession and bankruptcy sales in Mauritius to investigate the determinants of slave prices between 1825 and 1827. We find that males, females sold with children, skilled slaves and slaves sold during the peak sugar cane harvest season all fetched higher prices. In comparison, handicapped and non-native slaves were sold at a discount. Moreover, the young child premium increased over the period. This may indicate that slave owners did not anticipate that slavery would be abolished in the near future or thought that they would be compensated in such an event. (C) 2003 Elsevier Inc. All rights reserved.
C1 CIRANO, HEC, Dept Finance, Montreal, PQ H3T 2A7, Canada.
   CIRPEE, Montreal, PQ H3T 2A7, Canada.
   Pulp & Paper Prod Council, Montreal, PQ, Canada.
RP St-Amour, P (reprint author), CIRANO, HEC, Dept Finance, 3000 Cote Ste Catherine, Montreal, PQ H3T 2A7, Canada.
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NR 46
TC 4
Z9 4
U1 1
U2 11
PU ACADEMIC PRESS INC ELSEVIER SCIENCE
PI SAN DIEGO
PA 525 B ST, STE 1900, SAN DIEGO, CA 92101-4495 USA
SN 0014-4983
J9 EXPLOR ECON HIST
JI Explor. Econ. Hist.
PD OCT
PY 2003
VL 40
IS 4
BP 419
EP 442
DI 10.1016/S0014-4983(03)00041-X
PG 24
WC Economics; History Of Social Sciences
SC Business & Economics; Social Sciences - Other Topics
GA 734UJ
UT WOS:000186076100004
OA Green Published
DA 2020-02-20
ER

PT J
AU Dahiya, S
   Puri, M
   Saunders, A
AF Dahiya, S
   Puri, M
   Saunders, A
TI Bank borrowers and loan sales: New evidence on the uniqueness of bank
   loans
SO JOURNAL OF BUSINESS
LA English
DT Article
ID COMMERCIAL-BANKS; FINANCIAL INTERMEDIATION
AB This article examines the information content of the sale announcement of a borrower's loans by its lending bank. We find significant negative stock returns for the borrower on the loan sale announcement, particularly for subpar loan sales, where the bank's information advantage is greatest. Further, a large proportion of these borrowers file for bankruptcy after the loan sale. The evidence supports the hypothesis that the news of a bank loan sale conveys negative certification, which is validated by the subsequent performance of the firms whose loans are sold. We also find that the selling banks are not significantly affected.
C1 Georgetown Univ, Washington, DC 20057 USA.
   Duke Univ, Durham, NC 27706 USA.
   Natl Bur Econ Res, Cambridge, MA 02138 USA.
   NYU, New York, NY USA.
RP Dahiya, S (reprint author), Georgetown Univ, Washington, DC 20057 USA.
OI DAHIYA, SANDEEP/0000-0002-3995-8385
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NR 20
TC 43
Z9 43
U1 0
U2 8
PU UNIV CHICAGO PRESS
PI CHICAGO
PA 1427 E 60TH ST, CHICAGO, IL 60637-2954 USA
SN 0021-9398
J9 J BUS
JI J. Bus.
PD OCT
PY 2003
VL 76
IS 4
BP 563
EP 582
DI 10.1086/377031
PG 20
WC Business
SC Business & Economics
GA 741UX
UT WOS:000186479700003
DA 2020-02-20
ER

PT J
AU Mukherjee, A
   Nath, P
   Pal, M
AF Mukherjee, A
   Nath, P
   Pal, M
TI Resource, service quality and performance triad: a framework for
   measuring efficiency of banking services
SO JOURNAL OF THE OPERATIONAL RESEARCH SOCIETY
LA English
DT Article
DE data envelopment analysis; banking; service quality; efficiency;
   performance
ID DATA ENVELOPMENT ANALYSIS; CUSTOMER SATISFACTION; CONSUMER PERCEPTIONS;
   COMMERCIAL-BANKS; FUTURE-RESEARCH; MARKET SHARE; PROFITABILITY;
   EXPECTATIONS; DEFECTIONS; MANAGEMENT
AB In this paper, we present the development of a theoretical framework for measuring the efficiency of banking services taking into account physical and human resources, service quality and performance. Expenditures on quality improvement efforts and the impact of service quality on financial outcomes have long intrigued researchers. Banks have traditionally focused on how to transform their physical resources to generate financial performance, and they inadvertently ignored the mediating intangible factor of service quality. A theoretical framework on the optimization triad of resource, service quality and performance is proposed here, thereby linking the marketing variables to the financial metrics. A measure for the return on quality is developed as the ratio of the potential improvements in financial performance by enhancement of service quality to the observed performance figures. Empirical results obtained from a study of 27 Indian public sector banks and their customers allow us to measure the impact of service quality on financial performance, optimal level of service quality that can be generated using existing resources and the opportunity cost for sub-optimal service delivery. Banks delivering better service are shown to have better transformation of resource to performance using superior service delivery as the medium. Our results confirm the linkage between resource, service quality and performance for services.
C1 Univ Bradford, Sch Management, Bradford BD9 4JL, W Yorkshire, England.
   XLRI, Jamshedpur, Bihar, India.
   Indian Inst Management, Kolkata 700027, W Bengal, India.
RP Mukherjee, A (reprint author), Univ Bradford, Sch Management, Bradford BD9 4JL, W Yorkshire, England.
EM a.mukherjee@bradford.ac.uk
RI Mukherjee, Avinandan/A-4331-2008
OI Nath, Prithwiraj/0000-0002-0192-1958
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NR 67
TC 33
Z9 33
U1 1
U2 28
PU TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OR14 4RN, OXON, ENGLAND
SN 0160-5682
EI 1476-9360
J9 J OPER RES SOC
JI J. Oper. Res. Soc.
PD JUL
PY 2003
VL 54
IS 7
BP 723
EP 735
DI 10.1057/palgrave.jors.2601573
PG 13
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA 695JC
UT WOS:000183826500005
DA 2020-02-20
ER

PT J
AU Feinberg, RM
AF Feinberg, RM
TI The determinants of bank rates in local consumer lending markets:
   Comparing market and institution-level results
SO SOUTHERN ECONOMIC JOURNAL
LA English
DT Article
ID CREDIT UNION; INDUSTRY; PERFORMANCE; EFFICIENCY; BEHAVIOR; PROFITS
AB Most previous studies of banking markets have given little attention to the potential competitive discipline provided by credit unions on consumer loan rates. After presenting a theoretical framework for understanding the impact credit unions should be expected to have, this article analyzes two pooled cross-section time-series samples-56 U.S. markets over the 1992-1998 period and 81 banks (within those markets) over the same period-with the focus on explaining bank rates for two types of consumer loans. Results confirm the previously observed role of market structure and strongly point to a significant role for credit unions in disciplining the exercise of market power by banks. At the institution level, where the impact of bank size, market share, and holding company status can be analyzed, the evidence supports both market power and scale economy rationales for bank loan pricing and hints at a multimarket contact influence.
C1 American Univ, Dept Econ, Washington, DC 20016 USA.
RP Feinberg, RM (reprint author), American Univ, Dept Econ, Washington, DC 20016 USA.
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NR 20
TC 9
Z9 9
U1 0
U2 3
PU UNIV NORTH CAROLINA
PI CHAPEL HILL
PA SOUTHERN ECONOMIC JOURNAL, CHAPEL HILL, NC 27514 USA
SN 0038-4038
J9 SOUTH ECON J
JI South. Econ. J.
PD JUL
PY 2003
VL 70
IS 1
BP 144
EP 156
DI 10.2307/1061636
PG 13
WC Economics
SC Business & Economics
GA 700XD
UT WOS:000184135700009
DA 2020-02-20
ER

PT J
AU Borenstein, S
   Rose, NL
AF Borenstein, S
   Rose, NL
TI The impact of bankruptcy on airline service levels
SO AMERICAN ECONOMIC REVIEW
LA English
DT Article; Proceedings Paper
CT 115th Annual Meeting of the American-Economic-Association
CY JAN 03-05, 2003
CL WASHINGTON, D.C.
SP American Economic Assoc
C1 Univ Calif Berkeley, Haas Sch Business, Berkeley, CA 94720 USA.
   NBER, Cambridge, MA 02138 USA.
   MIT, Dept Econ, Cambridge, MA 02142 USA.
RP Borenstein, S (reprint author), Univ Calif Berkeley, Haas Sch Business, Berkeley, CA 94720 USA.
CR BORENSTEIN S, 2003, 9636 NAT BUR EC RES
   EILPERIN J, 2002, WASHIINGTON POS 0525, pE1
NR 2
TC 17
Z9 17
U1 0
U2 8
PU AMER ECONOMIC ASSOC
PI NASHVILLE
PA 2014 BROADWAY, STE 305, NASHVILLE, TN 37203 USA
SN 0002-8282
J9 AM ECON REV
JI Am. Econ. Rev.
PD MAY
PY 2003
VL 93
IS 2
BP 415
EP 419
DI 10.1257/000282803321947443
PG 5
WC Economics
SC Business & Economics
GA 687CC
UT WOS:000183357400072
DA 2020-02-20
ER

PT J
AU Johne, A
   Harborne, P
AF Johne, A
   Harborne, P
TI One leader is not enough for major new service development: Results of a
   consumer banking study
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
ID CROSS-FUNCTIONAL TEAMS; PRODUCT DEVELOPMENT; FINANCIAL SERVICES;
   INNOVATION; MODEL; ORGANIZATIONS; DISTINGUISHES; MANAGEMENT; EXPERIENCE;
   TECHNOLOGY
AB This article reports the results of a study into leadership in retail bank product development. New product development is an increasingly important business activity in many services businesses. Financial services specialists involved in this activity are required to have an understanding of project working that aims to match new product concepts to potential customer needs. In the empirical study reported here all the new product projects were aimed at developing a new area of business and were of great potential importance to the sponsoring businesses in which they were pursued. It was found that success in completing a project efficiently was associated with effective co-leadership between different levels of the organisation. Lesser project success was found when leadership was confined to a single leader. Co-leadership involved a common leadership style that was enabling, participative and highly communicative. Empowering junior colleagues to act as co-leaders confronts top management with challenges to traditional concepts of authority. Our results show, how enlightened top management turns these challenges to the best advantage of their business.
C1 City Univ London, Innovat Res Unit, Sch Business, Barbican Ctr, London EC2Y 8HB, England.
RP Johne, A (reprint author), City Univ London, Innovat Res Unit, Sch Business, Barbican Ctr, Frobisher Crescent, London EC2Y 8HB, England.
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NR 59
TC 12
Z9 12
U1 0
U2 30
PU FRANK CASS CO LTD
PI ESSEX
PA NEWBURY HOUSE, 900 EASTERN AVE, NEWBURY PARK, ILFORD, ESSEX IG2 7HH,
   ENGLAND
SN 0264-2069
J9 SERV IND J
JI Serv. Ind. J.
PD MAY
PY 2003
VL 23
IS 3
BP 22
EP 39
DI 10.1080/714005112
PG 18
WC Management
SC Business & Economics
GA 679WK
UT WOS:000182944800002
DA 2020-02-20
ER

PT J
AU Montes, FJL
   Fuentes, MDMF
   Fernandez, LMM
AF Montes, FJL
   Fuentes, MDMF
   Fernandez, LMM
TI Quality management in banking services: an approach to employee and
   customer perceptions
SO TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
LA English
DT Article
ID JOB-SATISFACTION; ORGANIZATIONAL-CLIMATE; CONSUMER PERCEPTIONS; MODEL;
   PERFORMANCE; REASSESSMENT; CONSEQUENCES; EXPECTATIONS; MOTIVATION;
   DESIGN
AB This paper aims to determine whether the working environment that bank employees perceive is related to their affective responses and their perception about the service quality that is provided at their bank. More specifically, the study extends and links previous works by researching into the relationships between the organizational obstacles perceived, the employees' psychological climate, the extrinsic recognition received, and the service culture, with various affective responses from the employees (organizational commitment, job satisfaction and work motivation), as well as the perception of the service quality that the bank provides. A theoretical model is developed and tested using empirical evidence form the Spanish bank sector. Results support the hypothetical model.
C1 Univ Granada, Fac Ciencias Econ & Empresariales, E-18071 Granada, Spain.
RP Montes, FJL (reprint author), Univ Granada, Fac Ciencias Econ & Empresariales, Campus Cartuja S-N, E-18071 Granada, Spain.
EM fllorens@ugr.es
RI Molina, Luis M/U-9794-2018; del Mar Fuentes, Maria/Y-9572-2018; MONTES,
   FRANCISCO JAVIER LLORENS/J-8994-2017
OI Molina, Luis M/0000-0002-0550-1547; del Mar Fuentes,
   Maria/0000-0002-4259-3540; MONTES, FRANCISCO JAVIER
   LLORENS/0000-0002-8485-7065
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NR 79
TC 9
Z9 11
U1 1
U2 17
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1478-3363
EI 1478-3371
J9 TOTAL QUAL MANAG BUS
JI Total Qual. Manag. Bus. Excell.
PD MAY
PY 2003
VL 14
IS 3
BP 305
EP 323
DI 10.1080/1478336032000046625
PG 19
WC Management
SC Business & Economics
GA 674YC
UT WOS:000182664300004
DA 2020-02-20
ER

PT J
AU Thomke, S
AF Thomke, S
TI R&D comes to services - Bank of America's pathbreaking experiments
SO HARVARD BUSINESS REVIEW
LA English
DT Article
AB At the heart of business today lies a dilemma: Our economy is increasingly dependent on services, yet our innovation processes remain oriented toward products. indeed, we have well-tested, scientific methods for developing and refining manufactured goods, but many of them don't seem applicable to the world of services.
   in this article, Harvard Business School professor Stefan Thornke points out the challenges of applying the discipline of formal R&D processes to services: Because a service often exists only in the moment of its delivery to a customer, it is difficult to isolate in a traditional laboratory. And since many services are tailored to individual buyers at the point of purchase,they can't be tested through large samples. As a result, experiments with new services are most useful when they are conducted live-with real customers engaged in real transactions. But live tests magnify the cost of failure; an experiment that doesn't work may harm customer relationships and even the brand. Given such challenges, it's no surprise that most service companies have not established rigorous, ongoing R&D processes, Thornke says.
   Here the author provides an in-depth look at a five-step process that Bank of America has used to create new service concepts for retail banking. The company has turned a set of its branches into, in effect, a laboratory where a corporate research team conducts service experiments with actual customers during regular business hours, compares results with those of control branches, and pinpoints attractive innovations for broader rollout.
   The author describes the program's workings, its successes, and the obstacles the bank faced. The effort reveals what a true R&D operation might look like inside a service business, he concludes.
C1 Harvard Univ, Sch Business, Boston, MA 02163 USA.
RP Thomke, S (reprint author), Harvard Univ, Sch Business, Boston, MA 02163 USA.
NR 0
TC 53
Z9 54
U1 1
U2 19
PU HARVARD BUSINESS SCHOOL PUBLISHING CORPORATION
PI WATERTOWN
PA 300 NORTH BEACON STREET, WATERTOWN, MA 02472 USA
SN 0017-8012
J9 HARVARD BUS REV
JI Harv. Bus. Rev.
PD APR
PY 2003
VL 81
IS 4
BP 70
EP +
PG 11
WC Business; Management
SC Business & Economics
GA 678TH
UT WOS:000182882200011
PM 12687921
DA 2020-02-20
ER

PT J
AU Benveniste, LM
   Ljungqvist, A
   Wilhelm, WJ
   Yu, XY
AF Benveniste, LM
   Ljungqvist, A
   Wilhelm, WJ
   Yu, XY
TI Evidence of information spillovers in the production of investment
   banking services
SO JOURNAL OF FINANCE
LA English
DT Article
ID INITIAL PUBLIC OFFERINGS; UNDERWRITER REPUTATION; STRATEGIC ALLOCATION;
   IPOS; CERTIFICATION; INNOVATION; EQUITY; PRICE
AB We provide evidence that firms attempting IPOs condition offer terms and the decision whether to carry through with an offering on the experience of their primary market contemporaries. Moreover, while initial returns and IPO volume are positively correlated in the aggregate, the correlation is negative among contemporaneous offerings subject to a common valuation factor. Our findings are-consistent with investment banks implicitly bundling offerings subject to a common valuation factor to achieve more equitable internalization of information production costs and thereby preventing coordination failures in primary equity markets.
C1 Univ Minnesota, Carlson Sch Management, Minneapolis, MN 55455 USA.
   Ctr Econ Policy Res, London SW1Y 6LA, England.
   NYU, Stern Sch Business, New York, NY USA.
   Univ Oxford, Said Business Sch, Oxford, England.
   Univ Virginia, McIntire Sch Commerce, Charlottesville, VA 22903 USA.
   Indiana Univ, Sch Business, Bloomington, IN 47405 USA.
RP Benveniste, LM (reprint author), Univ Minnesota, Carlson Sch Management, Minneapolis, MN 55455 USA.
RI Ljungqvist, Alexander/F-5568-2011
OI Ljungqvist, Alexander/0000-0002-6823-7771
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NR 31
TC 119
Z9 120
U1 1
U2 31
PU BLACKWELL PUBLISHERS
PI MALDEN
PA 350 MAIN STREET, STE 6, MALDEN, MA 02148 USA
SN 0022-1082
J9 J FINANC
JI J. Financ.
PD APR
PY 2003
VL 58
IS 2
BP 577
EP 608
DI 10.1111/1540-6261.00538
PG 32
WC Business, Finance; Economics
SC Business & Economics
GA 659UL
UT WOS:000181795800004
DA 2020-02-20
ER

PT J
AU Black, HA
   Robinson, BL
   Schlottmann, AM
   Schweitzer, RL
AF Black, HA
   Robinson, BL
   Schlottmann, AM
   Schweitzer, RL
TI Is race an important factor in bank-customer preferences? The case of
   mortgage lending
SO JOURNAL OF REAL ESTATE FINANCE AND ECONOMICS
LA English
DT Article
ID OWNED BANKS; MINORITY
AB This paper tests whether there is a preference by borrowers and lenders of a particular ethnic or racial group that may predispose them to borrow and lend from each other. Using a narrow geographic area called zip code clusters, this paper groups minority-owned and non-minority-owned banks to allow for a homogenous applicant pool from which both borrower and lender preferences can be determined. This study compares Asian-owned, black-owned and Hispanic-owned banks versus white-owned banks that are located in the same zip code and adjacent zip codes. The results show that borrowing preferences exist between all applicant groups and banks from the same racial classification. In addition, some cross-racial borrowing preferences exist. The results show that across sample lending preferences exist for both black and white applicants with black-owned banks and white applicants with white-owned banks that are located in the same area as Asian-owned banks. Also, the results of the within sample lending preference model shows that white-owned banks have a preference for white applicants, at the expense of Hispanic applicants and both white-owned and Asian-owned banks exhibit a preference for Asian applicants.
C1 Univ Tennessee, Dept Finance, Knoxville, TN 37922 USA.
   Univ Delaware, Dept Finance, Newark, DE 19716 USA.
   Univ Nevada, Dept Econ, Las Vegas, NV 89154 USA.
RP Black, HA (reprint author), Univ Tennessee, Dept Finance, Knoxville, TN 37922 USA.
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NR 29
TC 4
Z9 4
U1 0
U2 5
PU KLUWER ACADEMIC PUBL
PI DORDRECHT
PA VAN GODEWIJCKSTRAAT 30, 3311 GZ DORDRECHT, NETHERLANDS
SN 0895-5638
J9 J REAL ESTATE FINANC
JI J. Real Estate Financ. Econ.
PD JAN
PY 2003
VL 26
IS 1
BP 5
EP 26
DI 10.1023/A:1021512214077
PG 22
WC Business, Finance; Economics; Urban Studies
SC Business & Economics; Urban Studies
GA 624RM
UT WOS:000179774800001
DA 2020-02-20
ER

PT J
AU Nikiel, EM
   Opiela, TP
AF Nikiel, EM
   Opiela, TP
TI Customer type and bank efficiency in Poland: Implications for emerging
   market banking
SO CONTEMPORARY ECONOMIC POLICY
LA English
DT Article
ID FINANCIAL INSTITUTIONS; IMPACT
AB Bank efficiency studies on emerging markets tend to show that foreign banks are more cost-, profit-, and operationally efficient than state-owned or domestic private banks. They also show that large banks are more efficient than small banks. Using a parametric approach to measuring efficiency, this article finds that foreign banks servicing foreign and business customers are more cost-efficient and less profit-efficient than other banks in Poland. Additionally, evidence of cost economies and profit diseconomies of scale are found. These results have implications for regulatory policies focused on promoting efficiency in the banking systems of emerging markets.
C1 Warsaw Sch Econ, Sch Management & Finance, PL-02554 Warsaw, Poland.
   Depaul Univ, Dept Econ, Chicago, IL 60604 USA.
RP Nikiel, EM (reprint author), Warsaw Sch Econ, Sch Management & Finance, Al Niepodleglosci 162, PL-02554 Warsaw, Poland.
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NR 28
TC 41
Z9 41
U1 0
U2 11
PU WESTERN ECONOMIC ASSOC INT
PI HUNTINGTON BEACH
PA 7400 CENTER AVE SUITE 109, HUNTINGTON BEACH, CA 92647-3039 USA
SN 1074-3529
J9 CONTEMP ECON POLICY
JI Contemp. Econ. Policy
PD JUL
PY 2002
VL 20
IS 3
BP 255
EP 271
DI 10.1093/cep/20.3.255
PG 17
WC Economics; Public Administration
SC Business & Economics; Public Administration
GA 573CC
UT WOS:000176810900005
DA 2020-02-20
ER

PT J
AU Liao, ZQ
   Cheung, MT
AF Liao, ZQ
   Cheung, MT
TI Internet-based e-banking and consumer attitudes: an empirical study
SO INFORMATION & MANAGEMENT
LA English
DT Article
DE Internet e-retail banking; consumer expectations; perceived usefulness;
   willingness to use; product-service quality
ID SERVICE QUALITY; CHOICE; EXPERIENCE; STRATEGIES; RESISTANCE; ADOPTION;
   CUSTOMER; MODELS
AB Consumer attitudes toward the usefulness of and willingness to use Internet e-retail banking were identified and measured. Our survey was undertaken in Singapore, because its geography and well-developed infrastructure implied similar and small physical- and tele-communication costs, thereby highlighting the differences between traditional and Internet-based retail banking upon the latter's introduction. The data showed that expectations of accuracy, security, network speed, user-friendliness, user involvement and convenience were the most important quality attributes underlying perceived usefulness. Regression discovered that willingness to use depended significantly on the first five factors, allowing the interdependencies or marginal rates of substitution between them to be estimated. Our results draw attention to demand-side changes in explaining the recent slowdown in Internet e-retail banking, and may also be useful for development planning and marketing. (C) 2002 Elsevier Science B.V. All rights reserved.
C1 Hong Kong Baptist Univ, Sch Business, Hong Kong, Hong Kong, Peoples R China.
   Univ Hong Kong, Sch Econ & Finance, Hong Kong, Hong Kong, Peoples R China.
RP Cheung, MT (reprint author), Hong Kong Baptist Univ, Sch Business, Hong Kong, Hong Kong, Peoples R China.
RI Cheung, Michael/A-4386-2010
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NR 53
TC 185
Z9 191
U1 8
U2 55
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0378-7206
J9 INFORM MANAGE-AMSTER
JI Inf. Manage.
PD JAN
PY 2002
VL 39
IS 4
BP 283
EP 295
DI 10.1016/S0378-7206(01)00097-0
PG 13
WC Computer Science, Information Systems; Information Science & Library
   Science; Management
SC Computer Science; Information Science & Library Science; Business &
   Economics
GA 508TE
UT WOS:000173105000004
DA 2020-02-20
ER

PT J
AU Zhu, FX
   Wymer, W
   Chen, I
AF Zhu, FX
   Wymer, W
   Chen, I
TI IT-based services and service quality in consumer banking
SO INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT
LA English
DT Article
DE information technology; service quality; modelling
ID SERVQUAL SCALE; INFORMATION TECHNOLOGY; EMPIRICAL-ASSESSMENT;
   PERCEPTIONS; DIMENSIONS; MODEL
AB This paper explores the impact of information technology (IT) on service quality in the consumer-banking sector. It proposes a service quality model that links customer perceived IT-based service options to traditional service dimensions as measured by SERVQUAL in the context of customer perceived service quality and customer satisfaction. The model also incorporates several variables affecting customers' perceptions of IT-based services, and was tested by a structural equation modeling approach using sample data collected from retail bank customers. The results indicate that IT-based services have a dyed impact on the SERVQUAL dimensions and an indirect impact on customer perceived service quality and customer satisfaction. The analyses also show that customers' evaluations of IT-based services are affected by their preference towards traditional services, experiences in using IT-based services, and perceived IT policies.
C1 Rowan Univ, Dept Management MIS, Glassboro, NJ USA.
   Christopher Newport Univ, Dept Management & Mkt, Newport News, VA 23606 USA.
   Cleveland State Univ, Dept Operat Management & Business Stat, Cleveland, OH 44115 USA.
RP Zhu, FX (reprint author), Rowan Univ, Dept Management MIS, Glassboro, NJ USA.
OI Wymer, Walter/0000-0002-5864-2829
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NR 67
TC 152
Z9 155
U1 6
U2 33
PU EMERALD
PI BRADFORD
PA 60/62 TOLLER LANE, BRADFORD BD8 9BY, W YORKSHIRE, ENGLAND
SN 0956-4233
J9 INT J SERV IND MANAG
JI Int. J. Serv. Ind. Manage.
PY 2002
VL 13
IS 1
BP 69
EP 90
DI 10.1108/09564230210421164
PG 22
WC Management
SC Business & Economics
GA 539WL
UT WOS:000174894600005
DA 2020-02-20
ER

PT J
AU Aldlaigan, AH
   Buttle, FA
AF Aldlaigan, AH
   Buttle, FA
TI SYSTRA-SQ: a new measure of bank service quality
SO INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT
LA English
DT Article
DE service quality; banking; measurement
ID CONSUMER PERCEPTIONS; SATISFACTION; PERSPECTIVE; MANAGEMENT; DIMENSIONS;
   SCALE; MODEL
AB We describe the development of a new scale designed to measure service quality perceptions of retail bank customers. Empirical studies were performed in two waves. First, qualitative research was undertaken in the form of seven focus groups and 39 one-to-one interviews. These produced 963 text items that described customers' service quality perceptions. These were categorised against the technical and functional service quality schema proposed by Gronroos. Then, a three-phase, four-sample, quantitative study was undertaken to derive a quantitative measure of technical and functional service quality. We have developed and validated a new 21-item scale comprising four dimensions: service system quality, behavioural service quality, service transactional accuracy, and machine service quality. We found that customers evaluate SQ at two levels,: organisational anti transactional. The parsimony, reliability and validity of the scale suggest this is a measure of high utility to the banking industry.
C1 Inst Banking, Management & Mkt Studies Unit, Riyadh, Saudi Arabia.
   Macquarie Univ, Macquarie Grad Sch Management, Sydney, NSW 2109, Australia.
RP Aldlaigan, AH (reprint author), Inst Banking, Management & Mkt Studies Unit, Riyadh, Saudi Arabia.
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NR 53
TC 64
Z9 67
U1 0
U2 5
PU EMERALD
PI BRADFORD
PA 60/62 TOLLER LANE, BRADFORD BD8 9BY, W YORKSHIRE, ENGLAND
SN 0956-4233
J9 INT J SERV IND MANAG
JI Int. J. Serv. Ind. Manage.
PY 2002
VL 13
IS 3-4
BP 362
EP 381
DI 10.1108/09564230210445041
PG 20
WC Management
SC Business & Economics
GA 600EF
UT WOS:000178377100010
DA 2020-02-20
ER

PT J
AU Nielsen, JF
AF Nielsen, JF
TI Internet technology and customer linking in Nordic banking
SO INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT
LA English
DT Article
DE Internet; banking; organizational performance; Scandinavia; relationship
   marketing; market orientation
ID MARKET ORIENTATION; INFORMATION TECHNOLOGY; BUSINESS PROFITABILITY;
   COMPETITIVE ADVANTAGE; RESEARCH PROPOSITIONS; INNOVATION; PERFORMANCE;
   CAPABILITIES; ORGANIZATION; STRATEGIES
AB Internet banking is now such a wed-established fact in the most developed countries that it is possible to map its actual role in customer relations. Inspired by the resource-based view of the firm and based on a recent empirical study in the banking industry in Denmark, Finland, Norway, and Sweden, this paper traces important antecedents of Internet banking adoption and analyses its, impact on relationship-marketing performance. Based on structural equation modeling, the findings offer some support for the view that the more advanced Internet applications adopted and the more attractive the Web site, the more the banks are able to keep profitable customers. However, the results question whether it pays to be a first-mover and organizational factors related to market orientation and customer-relationship management seem to have a much stronger impact on customer-related performance.
C1 Univ Aarhus, Sch Econ & Management, DK-8000 Aarhus C, Denmark.
RP Nielsen, JF (reprint author), Univ Aarhus, Sch Econ & Management, DK-8000 Aarhus C, Denmark.
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NR 64
TC 33
Z9 33
U1 0
U2 10
PU EMERALD
PI BRADFORD
PA 60/62 TOLLER LANE, BRADFORD BD8 9BY, W YORKSHIRE, ENGLAND
SN 0956-4233
J9 INT J SERV IND MANAG
JI Int. J. Serv. Ind. Manage.
PY 2002
VL 13
IS 5
BP 475
EP 495
DI 10.1108/09564230210447940
PG 21
WC Management
SC Business & Economics
GA 625EX
UT WOS:000179804900004
DA 2020-02-20
ER

PT J
AU Waller, W
AF Waller, W
TI Kickin'em while they're down: Consumer bankruptcy reform
SO JOURNAL OF ECONOMIC ISSUES
LA English
DT Article
ID CONSUMPTION; CREDIT
C1 Hobart & William Smith Coll, Geneva, NY 14456 USA.
RP Waller, W (reprint author), Hobart & William Smith Coll, Geneva, NY 14456 USA.
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NR 25
TC 11
Z9 11
U1 0
U2 1
PU ASSOC EVOLUTIONARY ECONOMICS
PI KNOXVILLE
PA UNIV TENNESSEE, KNOXVILLE, DEPT OF ECONOMICS, KNOXVILLE, TN 37996-0550
   USA
SN 0021-3624
J9 J ECON ISSUES
JI J. Econ. Issues
PD DEC
PY 2001
VL 35
IS 4
BP 871
EP 888
DI 10.1080/00213624.2001.11506418
PG 18
WC Economics
SC Business & Economics
GA 502BA
UT WOS:000172722700004
DA 2020-02-20
ER

PT J
AU Wong, WYL
   Kanji, GK
AF Wong, WYL
   Kanji, GK
TI Measuring customer satisfaction: Evidence from Hong Kong retail banking
   industry
SO TOTAL QUALITY MANAGEMENT
LA English
DT Article
AB Recent research has shown the value of using a uniform system such as the American Customer Satisfaction Index model or the European Satisfaction Performance Index model for national customer satisfaction measurement and management. This paper reviews the relationships of latent constructs specified in these popular national customer satisfaction measurement and management systems and concludes that the relationships specified in existing national customer satisfaction systems are far from conclusive. This paper therefore attempts to extend the current understanding of customer satisfaction and customer loyalty at a retail level in an industry-specific context. The adopted Kanji Customer Satisfaction Index was selected and tested with the data of 450 customers of retail banks in Hong Kong. Finally, findings and implications are discussed.
C1 Lingnan Univ, Dept Management, Tuen Mun, Hong Kong, Peoples R China.
   Sheffield Hallam Univ, Sheffield Business Sch, Sheffield S1 1WB, S Yorkshire, England.
RP Wong, WYL (reprint author), Lingnan Univ, Dept Management, Tuen Mun, Hong Kong, Peoples R China.
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NR 8
TC 8
Z9 8
U1 0
U2 5
PU ROUTLEDGE
PI HANTS
PA CUSTOMER SERVICES DEPT, RANKINE RD, BASINGSTOKE, HANTS RG24 8PR, ENGLAND
SN 0954-4127
J9 TOTAL QUAL MANAGE
JI Total Qual. Manage.
PD DEC
PY 2001
VL 12
IS 7-8
BP 939
EP 948
PG 10
WC Management
SC Business & Economics
GA 505GM
UT WOS:000172905100018
DA 2020-02-20
ER

PT J
AU Byers, RE
   Lederer, PJ
AF Byers, RE
   Lederer, PJ
TI Retail bank services strategy: A model of traditional, electronic, and
   mixed distribution choices
SO JOURNAL OF MANAGEMENT INFORMATION SYSTEMS
LA English
DT Article
DE automated teller machines; ATM; banking industry; branch banking;
   channel selection; distribution channels; electronic banking; financial
   services; PC banking; retail banking
ID COMPETITION
AB Design of a retail banking distribution strategy is an important issue in that industry. This paper shows the effect of new electronic distribution technologies such as PC banking on the choice of a bank's distribution strategy. We present a competitive model of distribution strategy choice, including heterogeneous consumers and banks, that allows a rich variety of customer preference and technology cost parameters. Sensitivity analysis shows how several parameters affect the competitive outcome. This analysis suggests that changing consumer behavior and attitudes, instead of banks' cost structure with new technologies significantly affects the bank's distribution strategy choice. If the segment of consumers that prefers PC banking remains small relative to the segment that prefers branches, then there will still be a market for specialized branch banks. Branch banking without PC banking services will be a viable strategy until the segment that prefers PC banking grows larger (amounting to about 40 percent of all transactions). Banks offering both branch and PC banking services can prevent successful and profitable entry by virtual banks (Internet banks offering only PC banking services) as long as the segment of customers that prefer PC banking remains relatively small (less than two-thirds of all transactions). Beyond this fraction, virtual banks will be profitable. This analysis suggests that it may be a long time (if ever) before virtual banks turn a profit.
C1 Univ Calif Irvine, Grad Sch Management, Irvine, CA 92717 USA.
RP Byers, RE (reprint author), Univ Calif Irvine, Grad Sch Management, Irvine, CA 92717 USA.
CR ARACTINGI E, 1994, J RETAIL BANKING, V16, P19
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NR 17
TC 18
Z9 18
U1 1
U2 12
PU M E SHARPE INC
PI ARMONK
PA 80 BUSINESS PARK DR, ARMONK, NY 10504 USA
SN 0742-1222
J9 J MANAGE INFORM SYST
JI J. Manage. Inform. Syst.
PD FAL
PY 2001
VL 18
IS 2
BP 133
EP 156
DI 10.1080/07421222.2001.11045686
PG 24
WC Computer Science, Information Systems; Information Science & Library
   Science; Management
SC Computer Science; Information Science & Library Science; Business &
   Economics
GA 479UU
UT WOS:000171422600008
DA 2020-02-20
ER

PT J
AU Cook, WD
   Hababou, M
AF Cook, WD
   Hababou, M
TI Sales performance measurement in bank branches
SO OMEGA-INTERNATIONAL JOURNAL OF MANAGEMENT SCIENCE
LA English
DT Article
DE data envelopment analysis; sales; service; shared resources; banking;
   efficiency; non-volume related activities
ID DATA ENVELOPMENT ANALYSIS; EFFICIENCY MEASUREMENT; TECHNICAL EFFICIENCY;
   DEA; MODELS
AB Studies of bank branch performance have. to date, concentrated on obtaining a single perspective of efficiency. As the financial services industry has intensified, banks have increasingly engated in a proactive, differentiated and customer-based strategy in retail banking in which the sales component of the bank branch activity is emphasized. With the emerging sales culture within banks, as discussed earlier, there is a need to evaluate both sales and service performance. Cook et al. [12] have proposed a model to evaluate simultaneously the sales, service, and aggregate efficiencies of a bank branch. This model accounted for the fact that inputs, in particular resources, are often shared among these functions. In this paper, we extend the data envelopment analysis additive model using goal programming concepts. We thereby derive optimal efficiency scores while taking into account non-volume related activities, that is those involving resources that cannot be assigned to a specific input or output. Again, the proposed model derives an optimal split of the shared resources that maximizes the aggregate efficiency. (C) 2001 Elsevier Science Ltd. All rights reserved.
C1 Univ York, Schulich Sch Business, Toronto, ON M3J 1P3, Canada.
RP Cook, WD (reprint author), Univ York, Schulich Sch Business, 4700 Kelee St,N York, Toronto, ON M3J 1P3, Canada.
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NR 22
TC 103
Z9 106
U1 3
U2 33
PU PERGAMON-ELSEVIER SCIENCE LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, ENGLAND
SN 0305-0483
J9 OMEGA-INT J MANAGE S
JI Omega-Int. J. Manage. Sci.
PD AUG
PY 2001
VL 29
IS 4
BP 299
EP 307
DI 10.1016/S0305-0483(01)00025-1
PG 9
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA 452XM
UT WOS:000169885000001
DA 2020-02-20
ER

PT J
AU Kist, E
AF Kist, E
TI Integrated financial services - A framework for success: Synergies in
   insurance, banking, and asset management
SO GENEVA PAPERS ON RISK AND INSURANCE-ISSUES AND PRACTICE
LA English
DT Article
CR *ABN AMRO, 2001, BANC MATCH MAD HEAV
   ALLEN F, 1997, WHARTON SCH FINANCIA
   *APRA, 1999, RUD SUP CONGL
   BERGER AN, 2000, N AM ACTUARIAL J, V4
   FERGUSON RW, 2001, CONSOLIDATION FINANC
   GUINN P, 2001, ACTUARY
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   MURPHY R, 2001, ACTUARY
   PERROTT G, 2001, ACTUARY
   SKIPPER HD, 2000, N AM ACTUARIAL J, V4
NR 11
TC 4
Z9 4
U1 0
U2 0
PU BLACKWELL PUBL LTD
PI OXFORD
PA 108 COWLEY RD, OXFORD OX4 1JF, OXON, ENGLAND
SN 1018-5895
J9 GENEVA PAP R I-ISS P
JI Geneva Pap. Risk Insur.-Issues Pract.
PD JUL
PY 2001
VL 26
IS 3
BP 311
EP 322
DI 10.1111/1468-0440.00115
PG 12
WC Business, Finance
SC Business & Economics
GA 486JB
UT WOS:000171813700001
DA 2020-02-20
ER

PT J
AU Mihelis, G
   Grigoroudis, E
   Siskos, Y
   Politis, Y
   Malandrakis, Y
AF Mihelis, G
   Grigoroudis, E
   Siskos, Y
   Politis, Y
   Malandrakis, Y
TI Customer satisfaction measurement in the private bank sector
SO EUROPEAN JOURNAL OF OPERATIONAL RESEARCH
LA English
DT Article
DE multicriteria analysis; preference disaggregation; ordinal regression;
   customer satisfaction analysis
AB Customer satisfaction represents a modern approach for quality in enterprises and organisations and serves the development of a truly customer-focused management and culture. Measuring customer satisfaction offers an immediate, meaningful acid objective feedback about clients' preferences and expectations. In this way, company's performance may be evaluated in relation to a set of satisfaction dimensions that indicate the strong and the weak points of a business organisation. This paper presents an original customer satisfaction survey in the private bank sector. The implemented methodology is based on the principles of multicriteria analysis and preference disaggregation modelling. The most important results are focused on the determination of the critical service dimensions and the segmentation to customer clusters with distinctive preferences and expectations. (C) 2001 Elsevier Science B.V. All rights reserved.
C1 Commercial Bank Greece, Athens 10235, Greece.
   Tech Univ Crete, Decis Support Syst Lab, Chania 73100, Greece.
RP Mihelis, G (reprint author), Commercial Bank Greece, Sofokleous 11, Athens 10235, Greece.
RI Grigoroudis, Evangelos/D-7716-2013
OI Grigoroudis, Evangelos/0000-0001-8613-9350
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   Gerson R. F., 1993, MEASURING CUSTOMER S
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NR 15
TC 87
Z9 91
U1 1
U2 39
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0377-2217
J9 EUR J OPER RES
JI Eur. J. Oper. Res.
PD APR 16
PY 2001
VL 130
IS 2
BP 347
EP 360
DI 10.1016/S0377-2217(00)00036-9
PG 14
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA 403FQ
UT WOS:000167032200009
DA 2020-02-20
ER

PT J
AU Kiger, PJ
AF Kiger, PJ
TI Quality of life - At first USA bank, promotions and job satisfaction are
   up
SO WORKFORCE
LA English
DT Article
NR 0
TC 1
Z9 1
U1 0
U2 0
PU ACC COMMUNICATIONS INC
PI COSTA MESA
PA 245 FISCHER AVE, COSTA MESA, CA 92626 USA
SN 0031-5745
J9 WORKFORCE
JI Workforce
PD MAR
PY 2001
VL 80
IS 3
BP 54
EP 56
PG 3
WC Psychology, Applied; Management
SC Psychology; Business & Economics
GA 408HX
UT WOS:000167321700022
DA 2020-02-20
ER

PT J
AU Cantor, R
AF Cantor, R
TI Moody's investors service response to the consultative paper issued by
   the Basel Committee on Bank Supervision "A new capital adequacy
   framework"
SO JOURNAL OF BANKING & FINANCE
LA English
DT Article
DE capital regulation; capital adequacy; external ratings
AB Moody's endorses the Basel Committee's proposal to use banks' internal risk assessments to refine the Basel Accords risk weights on bank assets and commitments. External risk assessments, such as Moodys credit ratings, will likely play a supporting role as direct inputs into banks' internal rating systems and as tools for benchmarking and validating those systems. However, the widespread use of ratings in regulation threatens to undermine the quality of credit over time by increasing rating shopping, decreasing rating agency independence, and reducing incentives to innovate and improve the quality of ratings. This paper discusses how bank regulators can use external ratings in ways that mitigate the adverse incentives created by the resulting regulatory demand for rating agency services. (C) 2001 Elsevier Science B.V, All rights reserved. JEL classification: G11; G20, G31; G33.
C1 Moodys Investors Serv, New York, NY 10007 USA.
RP Cantor, R (reprint author), Moodys Investors Serv, 99 Church St, New York, NY 10007 USA.
CR BEATTIE V, 1992, J INT SECURITIES MAR, V167
   CANTOR R, 1997, J BANKING FINANCE, V21
   1998, WHITE PAPER MOODYS R
   1999, EVOLVING MEANING MOO
   2000, HIST DEFAULT RATES C
NR 5
TC 28
Z9 28
U1 0
U2 3
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0378-4266
J9 J BANK FINANC
JI J. Bank Financ.
PD JAN
PY 2001
VL 25
IS 1
BP 171
EP 185
DI 10.1016/S0378-4266(00)00121-7
PG 15
WC Business, Finance; Economics
SC Business & Economics
GA 392JB
UT WOS:000166407000008
DA 2020-02-20
ER

PT J
AU Dibb, S
   Meadows, M
AF Dibb, S
   Meadows, M
TI The application of a relationship marketing perspective in retail
   banking
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article; Proceedings Paper
CT 9th Annual Reser Conference
CY OCT, 1998
CL ALCALA DE HENARES, SPAIN
ID FINANCIAL SERVICES; SEGMENTATION; IMPLEMENTATION; MANAGEMENT
AB This article considers the development of relationship marketing in retail financial services. it begins by examining the relationship marketing literature and considering its application to the retail banking industry: Following a discussion of the research methodology, four in-depth retail bank case studies are presented. These cases form the basis of a qualitative analysis of the state of relationship marketing in retail banking. Many banks have already reached a higher level of relationship marketing than businesses in other sectors. Yet generic relationship marketing models such as the one applied in this research do not necessarily reflect these differences. A modified version of a relationship marketing model, which caters for the particular characteristics of retail banks and which may be applicable to other services businesses, is therefore proposed.
C1 Univ Warwick, Warwick Business Sch, Coventry CV4 7AL, W Midlands, England.
RP Dibb, S (reprint author), Univ Warwick, Warwick Business Sch, Coventry CV4 7AL, W Midlands, England.
OI Meadows, Maureen/0000-0001-7777-7756
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NR 45
TC 44
Z9 44
U1 1
U2 9
PU FRANK CASS CO LTD
PI ESSEX
PA NEWBURY HOUSE, 900 EASTERN AVE, NEWBURY PARK, ILFORD, ESSEX IG2 7HH,
   ENGLAND
SN 0264-2069
J9 SERV IND J
JI Serv. Ind. J.
PD JAN
PY 2001
VL 21
IS 1
BP 169
EP 194
DI 10.1080/714005011
PG 26
WC Management
SC Business & Economics
GA 404YR
UT WOS:000167130700010
DA 2020-02-20
ER

PT J
AU Evans, JD
   Green, CL
AF Evans, JD
   Green, CL
TI Marketing strategy, constituent influence, and resource allocation: An
   application of the Miles and Snow typology to closely held firms in
   Chapter 11 bankruptcy
SO JOURNAL OF BUSINESS RESEARCH
LA English
DT Article
ID ORGANIZATIONAL PERFORMANCE; FINANCIAL DISTRESS; DEFAULT
AB This study utilizes the Miles and Snow typology within the context of firms in Chapter 11 bankruptcy. We specifically examine (1) the impact of constituent influence on management's choice of strategic archetype (prospector, defender, or reactor) and (2) whether successful emergence from Chapter 11 is move likely when managers propose prospector strategies which focus on marketing and product innovation, defender strategies which focus on cost efficiency, or reactor strategies which have no clearly defined orientation. Results of the study suggest that when firms are in distress, external constituents influence them not to pursue reactor strategies. Further findings indicate that firms with prospector strategies and well-defined marketing plans are most likely to emerge from Chapter II. (C) 2000 Elsevier Science Inc. All rights reserved.
C1 Georgia State Univ, Coll Business Adm, Dept Finance, Atlanta, GA 30303 USA.
RP Evans, JD (reprint author), Georgia State Univ, Coll Business Adm, Dept Finance, Atlanta, GA 30303 USA.
CR ASQUITH P, 1994, Q J ECON, V109, P625, DOI 10.2307/2118416
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   JAMES WL, 1994, J BUS RES, V31, P145, DOI 10.1016/0148-2963(94)90078-7
   JOHN K, 1993, FINANC MANAGE, V22, P60, DOI 10.2307/3665928
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   MCKEE DO, 1989, J MARKETING, V53, P21, DOI 10.2307/1251340
   Miles R. E., 1978, ORG STRATEGY STRUCTU
   MISCIOSCIA AL, 1993, VA LAW REV, V79, P917, DOI 10.2307/1073472
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   U. S. Bureau of the Census, 1996, STAT ABSTR US
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NR 19
TC 19
Z9 19
U1 1
U2 15
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA 655 AVENUE OF THE AMERICAS, NEW YORK, NY 10010 USA
SN 0148-2963
J9 J BUS RES
JI J. Bus. Res.
PD NOV
PY 2000
VL 50
IS 2
BP 225
EP 231
DI 10.1016/S0148-2963(99)00036-3
PG 7
WC Business
SC Business & Economics
GA 361ND
UT WOS:000089728400012
DA 2020-02-20
ER

PT J
AU Cook, WD
   Hababou, M
   Tuenter, HJH
AF Cook, WD
   Hababou, M
   Tuenter, HJH
TI Multicomponent efficiency measurement and shared inputs in data
   envelopment analysis: An application to sales and service performance in
   bank branches
SO JOURNAL OF PRODUCTIVITY ANALYSIS
LA English
DT Article
DE DEA; Banks; Sales and Service; Composite performance measures; shared
   resources
ID OPERATING EFFICIENCY; PRODUCTIVITY; DEA
AB In most applications of DEA presented in the literature, the models presented are designed to obtain a single measure of efficiency. In many instances however, the decision making units involved may perform several different and clearly identifiable functions, or can be separated into different components. In such situations, inputs, in particular resources, are often shared among those functions. This sharing phenomenon will commonly present the technical difficulty of how to disaggregate an overall measure into component parts. In the present paper, we extend the usual DEA structure to one that determines a best resource split to optimize the aggregate efficiency score. The particular application area investigated is that involving the sales and service functions within the branches of a bank. An illustrative application of the methodology to a sample of branches from a major Canadian bank is given.
C1 York Univ, Schulich Sch Business, Toronto, ON M3J 1P3, Canada.
RP Cook, WD (reprint author), York Univ, Schulich Sch Business, Toronto, ON M3J 1P3, Canada.
CR BANKER RD, 1984, MANAGE SCI, V30, P9
   BEASLEY JE, 1995, J OPER RES SOC, V46, P441, DOI 10.1038/sj/jors/0460403
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   CHAMES A, 1990, J ECONOMETRICS, V46, P73
   CHARNES A, 1978, EUR J OPER RES, V2, P429, DOI 10.1016/0377-2217(78)90138-8
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   Cook WD, 1998, J PROD ANAL, V10, P177, DOI 10.1023/A:1018625424184
   Fare R, 1996, ECON LETT, V50, P65, DOI 10.1016/0165-1765(95)00729-6
   FARE R, 1984, OPER RES LETT, V3, P257, DOI 10.1016/0167-6377(84)90057-9
   ORAL M, 1990, EUR J OPER RES, V46, P282, DOI 10.1016/0377-2217(90)90002-S
   SCHAFFNIT C, 1997, EUROPEAN J OPERATION, V98
   SHERMAN HD, 1995, INTERFACES, V25, P60, DOI 10.1287/inte.25.2.60
   SHERMAN HD, 1985, J BANK FINANC, V9, P297, DOI 10.1016/0378-4266(85)90025-1
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NR 14
TC 148
Z9 155
U1 1
U2 27
PU KLUWER ACADEMIC PUBL
PI DORDRECHT
PA SPUIBOULEVARD 50, PO BOX 17, 3300 AA DORDRECHT, NETHERLANDS
SN 0895-562X
J9 J PROD ANAL
JI J. Prod. Anal.
PD NOV
PY 2000
VL 14
IS 3
BP 209
EP 224
DI 10.1023/A:1026598803764
PG 16
WC Business; Economics; Social Sciences, Mathematical Methods
SC Business & Economics; Mathematical Methods In Social Sciences
GA 379JQ
UT WOS:000165639300002
DA 2020-02-20
ER

PT J
AU Nelson, B
AF Nelson, B
TI Banking on banks - If you're pretty sure the Fed has finished raising
   rates, buy a financial services sector fund.
SO FORBES
LA English
DT Article
AB If you're pretty sure the Fed has finished raising rates, buy a financial services sector fund.
NR 0
TC 0
Z9 0
U1 0
U2 0
PU FORBES INC
PI NEW YORK
PA 60 FIFTH AVE, NEW YORK, NY 10011 USA
SN 0015-6914
J9 FORBES
JI Forbes
PD AUG 21
PY 2000
VL 166
IS 5
BP 230
EP 230
PG 1
WC Business, Finance
SC Business & Economics
GA 343BJ
UT WOS:000088681600055
DA 2020-02-20
ER

PT J
AU Nelson, JP
AF Nelson, JP
TI Consumer bankruptcies and the Bankruptcy Reform Act: A time-series
   intervention analysis, 1960-1997
SO JOURNAL OF FINANCIAL SERVICES RESEARCH
LA English
DT Article
DE bankruptcy; ARIMA models; seasonal unit roots
ID IMPACT; CYCLE
AB The Bankruptcy Reform Act of 1978, effective on October 1, 1979, significantly altered the basic rules by which consumers file for bankruptcy. Between 1979 and 1997, the number of nonbusiness bankruptcies filed annually rose from 200,000 to 1.35 million, and the rate of bankruptcies per 100,000 adults increased from 129 to 715. A controversial aspect of bankruptcy is how much of this increase can be attributed to the 1978 act. Early empirical studies provide estimates ranging from a low of 6% to a high of 75% for the immediate post-act period. However, two recent studies using longer data series report that none of the increase was due to the act. Previous studies suffer from several econometric problems, including inadequate attention to stochastic properties and stationarity of the data series, as well as data errors due to reporting changes. This paper uses an ARIMA intervention analysis to estimate the impact of the 1978 act. Using adjusted quarterly data for 1960:3 to 1995:4, the data first are examined for unit roots. The tests reject the presence of seasonal unit roots but confirm the presence of a nonseasonal unit root. The empirical analysis therefore is based on logged first differences of bankruptcy filings and filing rates per capita. An ARIMA model is estimated using the preintervention data for 1960:3 to 1979:3. This model is re-estimated for 1960:3 to 1995:4 with the intervention terms included. The intervention model estimates indicate that the 1978 act increased consumer bankruptcies by 36% in the post-act period relative to the pre-act period, or about 72,400 additional bankruptcies per year. Overall, the net impact of the 1978 act was modest compared to the substantial rise in bankruptcies that has occurred since 1979.
C1 Penn State Univ, Dept Econ, University Pk, PA 16802 USA.
RP Nelson, JP (reprint author), Penn State Univ, Dept Econ, University Pk, PA 16802 USA.
CR Ausubel LM, 1997, AM BANKRUPT LAW J, V71, P249
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NR 39
TC 9
Z9 9
U1 0
U2 7
PU KLUWER ACADEMIC PUBL
PI DORDRECHT
PA SPUIBOULEVARD 50, PO BOX 17, 3300 AA DORDRECHT, NETHERLANDS
SN 0920-8550
J9 J FINANC SERV RES
JI J. Financ. Serv. Res.
PD AUG
PY 2000
VL 17
IS 2
BP 181
EP 200
DI 10.1023/A:1008166614928
PG 20
WC Business, Finance
SC Business & Economics
GA 342HQ
UT WOS:000088639500005
DA 2020-02-20
ER

PT J
AU Merrett, DT
   Seltzer, A
AF Merrett, DT
   Seltzer, A
TI Work in the financial services industry and worker monitoring: A study
   of the Union Bank of Australia in the 1920s
SO BUSINESS HISTORY
LA English
DT Article
ID ORGANIZATION; ECONOMICS
AB This paper explores a part of the systems used by the British-owned Union Bank of Australia in managing its labour force in the 1920s. The particular concerns addressed here focus on the opportunities presented to workers to 'cheat' arising from the nature of the tasks undertaken, which meant that both output and effort were difficult to observe, and from the large amount of securities and cash in the branch. Workers could behave opportunistically. Workers discovered 'cheating' were subject to punishments ranging from prosecution in the courts, dismissal, demotion, delayed promotion and pay cuts. The Union Bank used a complex multilayered system of checks to monitor the efforts made by workers and their honesty in handling cash and securities. The effectiveness of monitoring was increased by the organisation of work into small specialist departments whose supervisors possessed comprehensive knowledge of the tasks carried out by workers and the established norm of work rates.
C1 Univ Melbourne, Parkville, Vic 3052, Australia.
RP Merrett, DT (reprint author), Univ Melbourne, Parkville, Vic 3052, Australia.
OI Seltzer, Andrew/0000-0002-9826-7082
CR ALCHIAN AA, 1972, AM ECON REV, V62, P777
   BAKER G, 1994, Q J ECON, V109, P881, DOI 10.2307/2118351
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   BEEVER M, 1988, AUSTR FINANCIERS BIO, P128
   Blainey Geoffrey, 1958, GOLD PAPER HIST NATL
   BOOT M, 1991, ECON HIST REV, V44, P629
   BOWEN J, 1987, KIDMAN FORGOTTEN KIN, P245
   Butlin S.J., 1961, AUSTR NZ BANK BANK A
   Chandler A. D., 1992, SCALE SCOPE DYNAMICS
   Chandler A. D., 1962, STRATEGY STRUCTURE C
   Chandler Jr Alfred Dupont, 1977, VISIBLE HAND MANAGER
   Eggertsson T., 1990, EC BEHAV I
   Gilbart J. W., 1865, PRACTICAL TREATISE B
   Holder R. F., 1970, BANK NEW S WALES HIS
   Holmes A. R., 1986, MIDLAND 150 YEARS BA
   Jacoby Sanford, 1985, EMPLOYING BUREAUCRAC
   JACOBY SM, 1971, EMPLOYING BUREAUCRAC
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   JENSEN MC, 1976, J FINANC ECON, V3, P739
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   MERRETT DT, 1993, VICTORIAL HIST J, V64, P135
   MERRETT DT, 1991, ECON PAPERS, V10, P7
   MERRETT DT, 1989, AUSTR EC HIST REV, V29, P75
   MERRETT DT, 1985, ANZ BANK HIIST AUSTR, P19
   MERRETT DT, 1989, AUSTR EC HIST REV, V29, P68
   MILGROM P, 1992, EC ORG MANAGEMENT
   SELTZER A, 1996, MELBOURNE PAPERS EC, V9
   SHELANSKI HA, 1995, J LAW ECON ORGAN, V11, P335
   WILLIAMSON OE, 1975, BELL J ECON, V6, P250, DOI 10.2307/3003224
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   1916, STAT REGISTER VICT 2, P18
   1926, AUSTRALASIAN INSURAN, P382
NR 32
TC 8
Z9 8
U1 0
U2 4
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 0007-6791
J9 BUS HIST
JI Bus. Hist.
PD JUL
PY 2000
VL 42
IS 3
BP 133
EP +
DI 10.1080/00076790000000270
PG 21
WC Business; History Of Social Sciences
SC Business & Economics; Social Sciences - Other Topics
GA 348XZ
UT WOS:000089012900007
DA 2020-02-20
ER

PT J
AU [Anonymous]
AF [Anonymous]
TI Bank's customer deposit accounts were subject to capitalization
SO JOURNAL OF TAXATION
LA English
DT Article
NR 0
TC 0
Z9 0
U1 0
U2 0
PU WARREN GORHAM LAMONT INC
PI BOSTON
PA 31 SAINT JAMES AVE 4TH FLOOR, BOSTON, MA 02116-4101 USA
SN 0022-4863
J9 J TAX
JI J. Tax.
PD JUN
PY 2000
VL 92
IS 6
BP 379
EP 380
PG 2
WC Business, Finance; Economics
SC Business & Economics
GA 324WB
UT WOS:000087643400014
DA 2020-02-20
ER

PT J
AU Mols, NP
AF Mols, NP
TI The Internet and services marketing - The case of Danish retail banking
SO INTERNET RESEARCH-ELECTRONIC NETWORKING APPLICATIONS AND POLICY
LA English
DT Article
DE Internet; banking; Denmark; perception; organization
AB Examines various aspects of the motives, perceptions and expectations connected with the introduction of Internet banking in Danish retail banking. Responses from 60 key managers in the largest retail banks in Denmark show that they believe that Internet banking will become more important in the future, whereas all other distribution channels are predicted to become less important. Describes further the relationship between the perceptions of and expectations from Internet banking, the reasons for offering an Internet bank and the way it has been organized in the banks.
C1 Univ Aarhus, Dept Management, DK-8000 Aarhus C, Denmark.
RP Mols, NP (reprint author), Univ Aarhus, Dept Management, DK-8000 Aarhus C, Denmark.
CR Aldridge A, 1997, INTERNET RES, V7, P161, DOI 10.1108/10662249710171805
   ARMSTRONG JS, 1977, J MARKETING RES, V14, P396, DOI 10.2307/3150783
   BAKOS JY, 1991, MIS QUART, V15, P295, DOI 10.2307/249641
   Barnett C., 1998, INT J BANK MARK, V16, P161
   Birch D, 1997, INTERNET RES, V7, P120, DOI 10.1108/10662249710165262
   BLATTBERG RC, 1991, SLOAN MANAGEMENT FAL, P5
   COURTNEY H, 1997, HARVARD BUS REV, V75, P890
   COYNE KP, 1998, HARVARD BUSINESS JAN, P99
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   DANNENBERG M, 1998, INT J BANK MARK, V16, P90
   *DSAFA, 1997, PENG REALKR STAT MAT
   EVANS PB, 1997, HARVARD BUSINESS SEP, P71
   Ghorab KE, 1997, INT J INFORM MANAGE, V17, P249, DOI 10.1016/S0268-4012(97)00003-0
   GHOSH S, 1998, HARVARD BUSINESS MAR, P126
   HAGEL J, 1997, MCKINSEY Q, P42
   Heinen J., 1996, Information Management & Computer Security, V4, P7, DOI 10.1108/09685229610153120
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NR 29
TC 34
Z9 34
U1 1
U2 7
PU MCB UNIV PRESS LTD
PI BRADFORD
PA 60/62 TOLLER LANE, BRADFORD BD8 9BY, W YORKSHIRE, ENGLAND
SN 1066-2243
J9 INTERNET RES
JI Internet Res.-Electron. Netw. Appl. Policy
PY 2000
VL 10
IS 1
BP 7
EP 18
DI 10.1108/10662240010312093
PG 12
WC Business; Computer Science, Information Systems; Telecommunications
SC Business & Economics; Computer Science; Telecommunications
GA 293KF
UT WOS:000085850200002
DA 2020-02-20
ER

PT J
AU Colgate, M
AF Colgate, M
TI Marketing and marketing information system sophistication in retail
   banking
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
AB Deregulation, greater competition and information technology has led to the restructuring of the retail banking industries in virtually all developed economies. This has led to a greater emphasis on marketing activities and the use of information technology to support these activities. In light of this development this paper seeks to analyse the extent of the growth of marketing and the sophistication of marketing information systems (MkIS) in the context of Australasia and Europe. In particular empirical evidence is drawn from 67 postal questionnaires within the retail banking industries in Australia, New Zealand, UK and Ireland. The results indicate that although the use of marketing in these countries would seem to be growing, the application of information technology to support marketing is still at a low level of sophistication.
C1 Univ Auckland, Sch Business & Econ, Dept Mkt, Auckland 1, New Zealand.
RP Colgate, M (reprint author), Univ Auckland, Sch Business & Econ, Dept Mkt, Private Bag 92019, Auckland 1, New Zealand.
CR ADLER B, 1991, MARKETING FINANCIAL
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NR 37
TC 10
Z9 10
U1 0
U2 4
PU FRANK CASS CO LTD
PI ESSEX
PA NEWBURY HOUSE, 900 EASTERN AVE, NEWBURY PARK, ILFORD, ESSEX IG2 7HH,
   ENGLAND
SN 0264-2069
J9 SERV IND J
JI Serv. Ind. J.
PD JAN
PY 2000
VL 20
IS 1
BP 139
EP 152
PG 14
WC Management
SC Business & Economics
GA 301RN
UT WOS:000086324200008
DA 2020-02-20
ER

PT J
AU Methlie, LB
   Nysveen, H
AF Methlie, LB
   Nysveen, H
TI Loyalty of on-line bank customers
SO JOURNAL OF INFORMATION TECHNOLOGY
LA English
DT Article
ID ELECTRONIC MARKETPLACES; SATISFACTION
AB Electronic commerce changes the relationships between sellers and buyers dramatically. The new properties of electronic markets offer customers added values. New customer value propositions have to be established in most markers and new marketing strategies must be formulated. One of the business sectors most heavily affected is banking. How can banks retain loyal customers when moving into electronic banking? Research in marketing has unveiled several determinants of customer loyalty. However, this knowledge is based on research on customers in traditional markets. In this paper we focus on customers' loyalty in on-line banking. The findings indicate that determinants of loyalty in on-line banking environments are similar to those in the physical market-place. However, customer satisfaction is found to have the most significant impact, followed by brand reputation, while switching costs and search costs, although significant, have minor explanatory power. The implications of these findings on banks' marketing strategies are discussed.
C1 Norwegian Sch Econ & Business Adm, Dept Strategy & Management, N-5045 Bergen, Norway.
RP Methlie, LB (reprint author), Norwegian Sch Econ & Business Adm, Dept Strategy & Management, Breiviksveien 40, N-5045 Bergen, Norway.
CR Aaker D., 1991, MANAGING BRAND EQUIT
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NR 45
TC 51
Z9 51
U1 0
U2 20
PU SAGE PUBLICATIONS LTD
PI LONDON
PA 1 OLIVERS YARD, 55 CITY ROAD, LONDON EC1Y 1SP, ENGLAND
SN 0268-3962
EI 1466-4437
J9 J INF TECHNOL
JI J. Inf. Technol.
PD DEC
PY 1999
VL 14
IS 4
BP 375
EP 386
DI 10.1080/026839699344485
PG 12
WC Computer Science, Information Systems; Information Science & Library
   Science; Management
SC Computer Science; Information Science & Library Science; Business &
   Economics
GA 271LP
UT WOS:000084595700006
DA 2020-02-20
ER

PT J
AU Nelson, JP
AF Nelson, JP
TI Consumer bankruptcy and chapter choice: State panel evidence
SO CONTEMPORARY ECONOMIC POLICY
LA English
DT Article; Proceedings Paper
CT 72nd Annual Conference of the Western-Economic-Association-International
CY JUL 09-13, 1997
CL SEATTLE, WASHINGTON
SP W Econ Assoc Int
AB Between 1985 and 1996, the number of personal bankruptcy cases filed annually in the United States rose from 341,000 to 1.1 million, and the rate of bankruptcies per 100, 000 adults increased from 203 to 596. By state, bankruptcy rates vary from a low of 147 in Hawaii to a high of 956 in Tennessee. A controversial aspect of bankruptcy policy is the discharge of debts permitted under Chapter 7, in contrast to Chapter 13, where the debtor agrees to repay all or a portion of unsecured debt over a 3-5-year period. This paper examines empirically the determinants of the frequency with which individuals choose Chapter 13 relative to Chapter 7 (chapter choice). The panel data set is a cross section of states and the District of Columbia for the 8-year period from fiscal year 1989 to 1996. The empirical model and policy application focus on the importance of several laws for bankruptcy decisions, and legal variables are included for each stare's Chapter 7 homestead exemption, personal property exemptions, and garnishment laws. This study shows that both homestead exemption laws and garnishment laws are statistically significant for bankruptcy choices. Although the marginal effect of the homestead exemption is small, there is a large range under current laws, suggesting that changes in this exemption are important for bankruptcy policy. (JEL K1, K4, D1, D9).
C1 Penn State Univ, University Pk, PA 16802 USA.
RP Nelson, JP (reprint author), Penn State Univ, University Pk, PA 16802 USA.
CR Ausubel LM, 1997, AM BANKRUPT LAW J, V71, P249
   BARRON JM, 1997, PERSONAL BANKRUPTCY
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   Greene William H., 1997, ECONOMETRIC ANAL
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NR 30
TC 23
Z9 23
U1 0
U2 4
PU WESTERN ECONOMIC ASSOC INT
PI HUNTINGTON BEACH
PA 7400 CENTER AVE SUITE 109, HUNTINGTON BEACH, CA 92647-3039 USA
SN 1074-3529
J9 CONTEMP ECON POLICY
JI Contemp. Econ. Policy
PD OCT
PY 1999
VL 17
IS 4
BP 552
EP 566
DI 10.1111/j.1465-7287.1999.tb00704.x
PG 15
WC Economics; Public Administration
SC Business & Economics; Public Administration
GA 248DA
UT WOS:000083259000011
DA 2020-02-20
ER

PT J
AU Wald, SJ
AF Wald, SJ
TI Bankruptcy and personal services contracts: What works and what doesn't,
   and why
SO BANKING LAW JOURNAL
LA English
DT Article
AB As Robert Sain wrote on his classic book, The Cravath Film (1946) the Fox movie bankruptcy was among the most contentious and complex of the depression insolvencies Perhaps the morbidity was rooted in the "star" system, which emphasized the prominence ef the studios' movie stars instead of the quality and content of their films. Failure of a star at the box office meant financial disaster for the producing studio and and the bank that financed it.
C1 Jeffer Mangles Butler & Marmaro LLP, Los Angeles, CA USA.
RP Wald, SJ (reprint author), Jeffer Mangles Butler & Marmaro LLP, Los Angeles, CA USA.
CR Andrew Michael T., 1988, U COLO L REV, V59, P845
   Andrew Michael T., 1991, U COLO L REV, V62, P1
   MCMAHON E, 1995, J BANKR LAW PRAC, V4, P115
   NORRELL D, 1999, LOYOLA LOS ANGELES E, V19, P445
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   1998, ENTERTAINMENT SPORTS, V16
   1973, MINN L REV, V57, P460
   1973, [No title captured], V57, P439
NR 8
TC 0
Z9 0
U1 0
U2 0
PU A S PRATT & SONS
PI ARLINGTON
PA 1911 FORT MYER DR, ARLINGTON, VA 22209 USA
SN 0005-5506
J9 BANKING LAW J
JI Bank. Law J.
PD SEP
PY 1999
VL 116
IS 7
BP 605
EP 623
PG 19
WC Business, Finance; Law
SC Business & Economics; Government & Law
GA 272VP
UT WOS:000084671900002
DA 2020-02-20
ER

PT J
AU Soteriou, A
   Zenios, SA
AF Soteriou, A
   Zenios, SA
TI Operations, quality, and profitability in the provision of banking
   services
SO MANAGEMENT SCIENCE
LA English
DT Article
DE banking services; DEA; efficiency; profitability; service quality
ID DATA ENVELOPMENT ANALYSIS; EFFICIENCY; SCALE; EXPECTATIONS; PERCEPTIONS;
   PERFORMANCE; EXTENSION; IMPACT
AB We develop a framework for combining strategic benchmarking marking of the services offered by bank branches, In particular, a cascade of efficiency with efficiency benchmarking models is developed guided by the service-profit chain. Three models-based on the nonparametric technique of Data Envelopment Analysis-are developed in order to implement the framework in a practical setting: (i) an operational efficiency model, (ii) a service quality efficiency model, and (iii) a profitability efficiency model. The use of the models is illustrated using data from the branches of a commercial bank. Empirical results indicate that we gain superior insights by analyzing simultaneously the design of operations together with the quality of the provided services and profitability, rather than by benchmarking these three dimensions separately. Relationships are also established between operational efficiency and profitability, and between operational efficiency and service quality.
C1 Univ Cyprus, Dept Publ & Business Adm, Nicosia, Cyprus.
RP Soteriou, A (reprint author), Univ Cyprus, Dept Publ & Business Adm, Nicosia, Cyprus.
EM basotir@ucy.ac.cy; zenioss@ucy.ac.cy
RI Zenios, Stavros A/F-3346-2013
OI Zenios, Stavros A/0000-0001-7576-4898; Soteriou,
   Andreas/0000-0001-8527-3742
CR ATHANASSOPOULOS A, 1999, PERFORMANCE FINANCIA
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NR 41
TC 136
Z9 139
U1 3
U2 42
PU INFORMS
PI CATONSVILLE
PA 5521 RESEARCH PARK DR, SUITE 200, CATONSVILLE, MD 21228 USA
SN 0025-1909
EI 1526-5501
J9 MANAGE SCI
JI Manage. Sci.
PD SEP
PY 1999
VL 45
IS 9
BP 1221
EP 1238
DI 10.1287/mnsc.45.9.1221
PG 18
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA 243UN
UT WOS:000083015800005
DA 2020-02-20
ER

PT J
AU Garrone, P
   Colombo, MG
AF Garrone, P
   Colombo, MG
TI Market-driven design of innovative services - The case of multimedia
   home banking
SO TECHNOVATION
LA English
DT Article
DE design; innovation; multimedia service; discrete-choice model
AB This paper is aimed at empirically analyzing how user needs may drive the development of a special class of innovative services, namely multimedia home banking services. Homogeneous groups of potential users are identified in a sample of 400 customers of Italian retail banks, while a discrete-choice model is estimated relying upon a sub-sample of 148 individuals; the attitude of typical individuals towards a number of hypothetical designs of the new service is simulated. It is shown that differences in both socioeconomic conditions of living and individual skills cause potential consumers to select different designs of multimedia home banking. (C) 1999 Elsevier Science Ltd. All rights reserved.
C1 Politecn Milan, Dipartimento Econ & Prod, I-20133 Milan, Italy.
RP Garrone, P (reprint author), Politecn Milan, Dipartimento Econ & Prod, Piazza Leonardo da Vinci 32, I-20133 Milan, Italy.
OI Colombo, Massimo G./0000-0003-0373-1565; garrone,
   paola/0000-0002-0953-5007
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NR 26
TC 5
Z9 5
U1 1
U2 4
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0166-4972
J9 TECHNOVATION
JI Technovation
PD SEP
PY 1999
VL 19
IS 9
BP 537
EP 549
DI 10.1016/S0166-4972(99)00033-4
PG 13
WC Engineering, Industrial; Management; Operations Research & Management
   Science
SC Engineering; Business & Economics; Operations Research & Management
   Science
GA 223CP
UT WOS:000081822700002
DA 2020-02-20
ER

PT J
AU Ricard, L
   Perrien, J
AF Ricard, L
   Perrien, J
TI Explaining and evaluating the implementation of organizational
   relationship marketing in the banking industry: Clients' perception
SO JOURNAL OF BUSINESS RESEARCH
LA English
DT Article; Proceedings Paper
CT 2nd Seminar on Strategy Implementation and Assessment Research
CY OCT 17-19, 1996
CL MONTREAL, CANADA
AB This article presents the results of a study of the evaluation by more than 300 bank decision-makers of relationship marketing strategies used by their suppliers. The research identifies both explanatory and normative factors of relationship marketing and its successful implementation The main contingency factors are related to salesperson's knowledge of the customer, the existence of an atmosphere of trust and, the presence of a customer-oriented culture in the supplier company. Dimensions of relationships important for relationship marketing are relationship length, the customer's ability to adapt within the relationship, as well as the perceived fairness of the relationship, and this is reflected in findings where durability, adaptability, and equity explain supplier performance as measured by their client's satisfaction and recommendations. This article contributes to our. understanding of relationship marketing and the contexts in which it is most appropriately implemented. (C) 1999 Elsevier Science Inc. All rights reserved.
C1 HEC Montreal, Montreal, PQ, Canada.
   Univ Quebec, Montreal, PQ H3C 3P8, Canada.
RP Ricard, L (reprint author), 3000 Chemin Cote St Catherin, Montreal, PQ H3T 2A7, Canada.
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NR 28
TC 27
Z9 27
U1 0
U2 14
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA 655 AVENUE OF THE AMERICAS, NEW YORK, NY 10010 USA
SN 0148-2963
J9 J BUS RES
JI J. Bus. Res.
PD JUN
PY 1999
VL 45
IS 2
BP 199
EP 209
DI 10.1016/S0148-2963(97)00226-9
PG 11
WC Business
SC Business & Economics
GA 210YC
UT WOS:000081132300009
DA 2020-02-20
ER

PT J
AU Pulvino, TC
AF Pulvino, TC
TI Effects of bankruptcy court protection on asset sales
SO JOURNAL OF FINANCIAL ECONOMICS
LA English
DT Article
DE bankruptcy; asset sales
ID LARGE-BLOCK TRANSACTIONS; INSTITUTIONAL TRADES; FINANCIAL DISTRESS;
   CHAPTER-11; PRICES; COSTS; REORGANIZATIONS; PRIORITY; BEHAVIOR
AB This paper uses commercial aircraft transactions to determine whether prices obtained from asset sales are greater under Chapter 11 reorganization than under Chapter 7 liquidation. Results indicate that prices obtained under both bankruptcy regimes are substantially lower than prices obtained by non-distressed airlines. Furthermore, there is no evidence that prices obtained by firms reorganizing under Chapter 11 are greater than those obtained by firms liquidating under Chapter 7. An analysis of aircraft sales indicates that Chapter 11 is also ineffective in limiting the number of aircraft sold at discounted prices. (C) 1999 Elsevier Science S.A. All rights reserved.
C1 Northwestern Univ, JL Kellogg Grad Sch Management, Evanston, IL 60208 USA.
RP Pulvino, TC (reprint author), Northwestern Univ, JL Kellogg Grad Sch Management, Evanston, IL 60208 USA.
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NR 33
TC 35
Z9 35
U1 0
U2 9
PU ELSEVIER SCIENCE SA
PI LAUSANNE
PA PO BOX 564, 1001 LAUSANNE, SWITZERLAND
SN 0304-405X
J9 J FINANC ECON
JI J. Financ. Econ.
PD MAY
PY 1999
VL 52
IS 2
BP 151
EP 186
DI 10.1016/S0304-405X(99)00007-0
PG 36
WC Business, Finance; Economics
SC Business & Economics
GA 209JA
UT WOS:000081043400002
DA 2020-02-20
ER

PT J
AU Jacob, ME
   Stuart, JB
AF Jacob, ME
   Stuart, JB
TI The search for balance in bankruptcy: Congress debates bankruptcy
   overhaul as consumer bankruptcies rise
SO BANKING LAW JOURNAL
LA English
DT Article
AB This article touches on the history of the bankruptcy system in the U.S. AND continues to focus on the current dealings on Capitol Hill regarding bank backruptcy reform. The article discusses in detail some of the proposed amendments to the Bankruptcy Code, including means testing some modification of homestead exemptions, and limits to the number of debts individuals will be able to discharge in bankruptcy.
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NR 5
TC 1
Z9 1
U1 0
U2 1
PU A S PRATT & SONS
PI ARLINGTON
PA 1911 FORT MYER DR, ARLINGTON, VA 22209 USA
SN 0005-5506
J9 BANKING LAW J
JI Bank. Law J.
PD APR-MAY
PY 1999
VL 116
IS 4
BP 369
EP 381
PG 13
WC Business, Finance; Law
SC Business & Economics; Government & Law
GA 221LC
UT WOS:000081727700005
DA 2020-02-20
ER

PT J
AU Ray, R
AF Ray, R
TI Hedging against consumer default: The new bankruptcy futures contract
SO BANKING LAW JOURNAL
LA English
DT Article
AB The Chicago Mercantile Exchange in November of 1998 launched a new futures contract which is sorely needed by commercial banks, particularly credit-card lenders. Bankruptcy futures-contracts to buy or sell an index tracking the current number of actual bankruptcies-will enable consumer lenders, for the first-time ever, to effectively hedge against unexpected default losses by freezing the default rates on their loan portfolios.
C1 Univ Louisville, Louisville, KY 40292 USA.
RP Ray, R (reprint author), Univ Louisville, Louisville, KY 40292 USA.
NR 0
TC 1
Z9 1
U1 0
U2 0
PU A S PRATT & SONS
PI ARLINGTON
PA 1911 FORT MYER DR, ARLINGTON, VA 22209 USA
SN 0005-5506
J9 BANKING LAW J
JI Bank. Law J.
PD APR-MAY
PY 1999
VL 116
IS 4
BP 382
EP 388
PG 7
WC Business, Finance; Law
SC Business & Economics; Government & Law
GA 221LC
UT WOS:000081727700006
DA 2020-02-20
ER

PT J
AU Fixler, D
   Zieschang, K
AF Fixler, D
   Zieschang, K
TI The productivity of the banking sector: integrating financial and
   production approaches to measuring financial service output
SO CANADIAN JOURNAL OF ECONOMICS-REVUE CANADIENNE D ECONOMIQUE
LA English
DT Article
ID INDEX NUMBER; MONETARY; DEMAND
C1 Bur Labor Stat, Washington, DC 20212 USA.
   Int Monetary Fund, Washington, DC 20431 USA.
RP Fixler, D (reprint author), Bur Labor Stat, Washington, DC 20212 USA.
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NR 25
TC 15
Z9 15
U1 0
U2 4
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0008-4085
EI 1540-5982
J9 CAN J ECON
JI Can. J. Econ.-Rev. Can. Econ.
PD APR
PY 1999
VL 32
IS 2
BP 547
EP 569
DI 10.2307/136435
PG 23
WC Economics
SC Business & Economics
GA 206AR
UT WOS:000080854300014
DA 2020-02-20
ER

PT J
AU Domowitz, I
   Sartain, RL
AF Domowitz, I
   Sartain, RL
TI Determinants of the consumer bankruptcy decision
SO JOURNAL OF FINANCE
LA English
DT Article
AB Qualitative choice models of consumers' decisions to file for bankruptcy and their choice of bankruptcy chapter are estimated jointly, combining choice-based sampling techniques with a nested estimation procedure. Medical and credit card debt are found to be the strongest contributors to bankruptcy, with homeownership playing an important role with respect to both the decision to declare bankruptcy and the choice of bankruptcy alternative. The potential effects of legal changes relating to property exemptions and dischargeable debt categories are found to encourage debt repayment through Chapter 13.
C1 Penn State Univ, University Pk, PA 16802 USA.
   ABT Associates Inc, Cambridge, MA 02138 USA.
RP Domowitz, I (reprint author), Penn State Univ, University Pk, PA 16802 USA.
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NR 16
TC 102
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U2 12
PU WILEY-BLACKWELL
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0022-1082
EI 1540-6261
J9 J FINANC
JI J. Financ.
PD FEB
PY 1999
VL 54
IS 1
BP 403
EP 420
DI 10.1111/0022-1082.00110
PG 18
WC Business, Finance; Economics
SC Business & Economics
GA 164HP
UT WOS:000078457800014
DA 2020-02-20
ER

PT J
AU Lybecker, ME
AF Lybecker, ME
TI Banks and the sale of insurance: The legal environment
SO BANKING LAW JOURNAL
LA English
DT Article
AB In the past five years, very few aspects of federal banking law have developed as quickly as the legal environment in which banks can act as agent in the sale of insurance. This article summarizes those developments that hav occurred as a result of various litigation and administrative actions, including a description of those developments that are, at this moment, incomplete but appear to be important signposts suggesting what the future may bring.
C1 Ropes & Gray, Washington, DC 20037 USA.
RP Lybecker, ME (reprint author), Ropes & Gray, Washington, DC 20037 USA.
CR SHEPHERD JM, 1990, COMMUNICATION   0320
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   1997, BANKING POLICY REP, V16, P2
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NR 50
TC 0
Z9 0
U1 0
U2 0
PU A S PRATT & SONS
PI ARLINGTON
PA 1911 FORT MYER DR, ARLINGTON, VA 22209 USA
SN 0005-5506
J9 BANKING LAW J
JI Bank. Law J.
PD OCT
PY 1998
VL 115
IS 9
BP 874
EP 899
PG 26
WC Business, Finance; Law
SC Business & Economics; Government & Law
GA 149JY
UT WOS:000077603000002
DA 2020-02-20
ER

PT J
AU Hellerstein, R
   Sokolinski, A
AF Hellerstein, R
   Sokolinski, A
TI Asset prices, consumer prices, and banking crises in selected
   Scandinavian economies
SO NEW ENGLAND ECONOMIC REVIEW
LA English
DT Article
NR 0
TC 0
Z9 0
U1 0
U2 0
PU FEDERAL RESERVE BANK BOSTON
PI BOSTON
PA PO BOX 2076, BOSTON, MA 02106-2076 USA
SN 0028-4726
J9 NEW ENGL ECON REV
JI New Engl. Econ. Rev.
PD SEP-OCT
PY 1998
BP 22
EP 23
PG 2
WC Economics
SC Business & Economics
GA 137HD
UT WOS:000076907900002
DA 2020-02-20
ER

PT J
AU Schoombee, A
AF Schoombee, A
TI Commercial banking services for micro-entrepreneurs in South Africa
SO SOUTH AFRICAN JOURNAL OF ECONOMICS
LA English
DT Article
ID CREDIT
C1 Univ Stellenbosch, Dept Econ, ZA-7600 Stellenbosch, South Africa.
RP Schoombee, A (reprint author), Univ Stellenbosch, Dept Econ, ZA-7600 Stellenbosch, South Africa.
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NR 40
TC 3
Z9 3
U1 0
U2 0
PU ECONOMIC SOC SOUTH AFRICA
PI PRETORIA
PA PO BOX 929, PRETORIA 001 RSA, SOUTH AFRICA
SN 0038-2280
J9 S AFR J ECON
JI South Afr. J. Econ.
PD SEP
PY 1998
VL 66
IS 3
BP 337
EP 363
PG 27
WC Economics
SC Business & Economics
GA 141PM
UT WOS:000077152400003
DA 2020-02-20
ER

PT J
AU Lepak, GM
AF Lepak, GM
TI A Bayesian approach for analyzing the services of banking institutions
SO JOURNAL OF CONSUMER AFFAIRS
LA English
DT Article
ID CONSUMER SATISFACTION; CUSTOMER SATISFACTION; DETERMINANTS; MODEL;
   CONSEQUENCES; ANTECEDENTS; REGRESSION; EXTENSION; QUALITY
AB This study illustrates an adaptive Bayesian framework for examining consumers' perceptions of the services of banking institutions in a target market. The approach uses multiple-measures data to estimate the significant determinants of consumers' preferences for competing banks in the market. This is accomplished essentially by incorporating prior structural information into analyses, information that Is used to obtain a stabilized version of the observed predictor-criterion covariance matrix. Bayesian structural regression estimates are shown to provide a banking institution with reliable information for use in positioning itself in its financial marketplace. The paper also provides a number of implications for the use of the methodology in practical marketing response applications.
C1 Le Moyne Coll, Syracuse, NY 13214 USA.
RP Lepak, GM (reprint author), Le Moyne Coll, Syracuse, NY 13214 USA.
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NR 41
TC 2
Z9 2
U1 0
U2 0
PU WILEY-BLACKWELL
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0022-0078
EI 1745-6606
J9 J CONSUM AFF
JI J. Consum. Aff.
PD SUM
PY 1998
VL 32
IS 1
BP 121
EP 144
DI 10.1111/j.1745-6606.1998.tb00403.x
PG 24
WC Business; Economics
SC Business & Economics
GA ZL523
UT WOS:000073442100007
DA 2020-02-20
ER

PT J
AU Franke, G
AF Franke, G
TI Transformation of banks and bank services
SO JOURNAL OF INSTITUTIONAL AND THEORETICAL ECONOMICS-ZEITSCHRIFT FUR DIE
   GESAMTE STAATSWISSENSCHAFT
LA English
DT Article; Proceedings Paper
CT 15th International Seminar on the New Institutional Economics :
   Financial Institutions in Transition - Banks and Financial Markets
CY JUN 04-06, 1997
CL WALLERFANGEN, GERMANY
SP Volkswagenstiftung, Texas A & M Univ, Private Enterprise Res Ctr, Saarland Sportotto GmbH, Landsbank Saar Girozentrale, Freunde Univ Saarlandes
C1 Univ Konstanz, Lehrstuhl Betriebswirtschafslehre, Fak Wirtschaftswissensch & Stat, D-78457 Konstanz, Germany.
RP Franke, G (reprint author), Univ Konstanz, Lehrstuhl Betriebswirtschafslehre, Fak Wirtschaftswissensch & Stat, Postfach 55 60 D 147, D-78457 Konstanz, Germany.
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NR 22
TC 4
Z9 4
U1 0
U2 2
PU J C B MOHR
PI TUBINGEN
PA POSTFACH 2040, W-7400 TUBINGEN, GERMANY
SN 0932-4569
J9 J INST THEOR ECON
JI J. Inst. Theor. Econ.-Z. Gesamte Staatswiss.
PD MAR
PY 1998
VL 154
IS 1
BP 109
EP 133
PG 25
WC Economics
SC Business & Economics
GA 118TE
UT WOS:000075855400013
DA 2020-02-20
ER

PT J
AU Evseeva, I
   Lupinovich, E
AF Evseeva, I
   Lupinovich, E
TI The Russian market for financial services for small business: The
   banking segment
SO COMMUNIST ECONOMIES & ECONOMIC TRANSFORMATION
LA English
DT Article; Proceedings Paper
CT CRCE Seminar on How Russias Private Sector is Developing
CY JUN   09, 1997
CL LONDON, ENGLAND
SP CRCE
C1 Inst Private Sector Dev & Strateg Anal, Moscow 101000, Russia.
RP Evseeva, I (reprint author), Inst Private Sector Dev & Strateg Anal, Per Potapovsky 5,Bldg 4, Moscow 101000, Russia.
NR 0
TC 0
Z9 0
U1 0
U2 0
PU CARFAX PUBL CO
PI ABINGDON
PA PO BOX 25, ABINGDON, OXFORDSHIRE, ENGLAND OX14 3UE
SN 1351-4393
J9 COMMUNIST ECON EC TR
JI Communist Econ. Econ. Transform.
PD DEC
PY 1997
VL 9
IS 4
BP 413
EP 421
DI 10.1080/14631379708427894
PG 9
WC Economics
SC Business & Economics
GA YR593
UT WOS:000071510800001
DA 2020-02-20
ER

PT J
AU Athanassopoulos, AD
AF Athanassopoulos, AD
TI Service quality and operating efficiency synergies for management
   control in the provision of financial services: Evidence from Greek bank
   branches
SO EUROPEAN JOURNAL OF OPERATIONAL RESEARCH
LA English
DT Article
DE bank branches; efficiency; service quality; data envelopment analysis;
   value judgments
ID DATA ENVELOPMENT ANALYSIS; PERFORMANCE; MODEL; DEA
AB In this paper we concentrate on the assessment of the productive efficiency of bank branches, Bank branch operations are characterised by the effort made by management to pursue the banks' corporate objectives, The tangible part of this effort can be assessed by the operating efficiency of the branch while the intangible part is encapsulated by the quality of the provided services. The assessment of branch efficiency is pursued using data envelopment analysis methods enhanced by the value judgements of individual branch managers, This development gives insights on issues related to the appropriateness of branch input mix. The effort effectiveness is estimated by embodying three quality dimensions on the operating efficiency of bank branches. Empirical results are discussed from a sample of sixty eight commercial bank branches in Greece. (C) 1997 Published by Elsevier Science B.V.
RP Athanassopoulos, AD (reprint author), UNIV WARWICK,WARWICK BUSINESS SCH,COVENTRY CV4 7AL,W MIDLANDS,ENGLAND.
CR ALLEN R, 1997, IN PRESS ANN OPERATI
   ATHANASSOPOULOS A, 1995, UNPUB WARWICK BUSINE, V168
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NR 31
TC 90
Z9 91
U1 0
U2 19
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0377-2217
J9 EUR J OPER RES
JI Eur. J. Oper. Res.
PD APR 16
PY 1997
VL 98
IS 2
BP 300
EP 313
DI 10.1016/S0377-2217(96)00349-9
PG 14
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA WY091
UT WOS:A1997WY09100010
DA 2020-02-20
ER

PT J
AU Chia, NC
AF Chia, NC
TI A numerical example showing globally welfare-worsening liberalization of
   international trade in banking services
SO JOURNAL OF POLICY MODELING
LA English
DT Article
AB This paper argues that the analytical basis for the desirability of free trade in services may be more fragile than many have realized. We use an explicit intertemporal international trade general equilibrium model to analyze the consequences of trade liberalization covering banking services. In this model, these services allow gains from trade to be exploited, but do not directly enter preferences. We construct a numerical example in which all consumers in both countries are made unambiguously worse off with free trade in banking services compared to an equilibrium with no trade in banking. The implication we draw from our analysis is that free international trade in banking services need not be preferred from a global efficiency point of view to autarky in an intertemporal, international trade, general equilibrium model, in which there is costly intertemporal intermediation. (C) Society for Policy Modeling, 1997.
C1 NATL UNIV SINGAPORE, SINGAPORE 117548, SINGAPORE.
   NATL BUR ECON RES, CAMBRIDGE, MA 02138 USA.
RP Chia, NC (reprint author), UNIV WESTERN ONTARIO, DEPT ECON, LONDON, ON N6A 5CA, CANADA.
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NR 10
TC 6
Z9 6
U1 2
U2 6
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA 360 PARK AVE SOUTH, NEW YORK, NY 10010-1710 USA
SN 0161-8938
J9 J POLICY MODEL
JI J. Policy Model.
PD APR
PY 1997
VL 19
IS 2
BP 119
EP 127
PG 9
WC Economics
SC Business & Economics
GA WR144
UT WOS:A1997WR14400001
DA 2020-02-20
ER

PT J
AU Barczak, G
   Ellen, PS
   Pilling, BK
AF Barczak, G
   Ellen, PS
   Pilling, BK
TI Developing typologies of consumer motives for use of technologically
   based banking services
SO JOURNAL OF BUSINESS RESEARCH
LA English
DT Article
ID USE INNOVATIVENESS; INVOLVEMENT; ADOPTION
AB Previous research on innovation has focused more on describing adopters vs. nonadopters rather than on understanding how and why innovation usage varies among customers. We report on a multistage project that uses a means-end procedure to identify the motivations that underlie customers' perceived value and usage of banking technologies such as ATMs, telephone banking, and debit cards. The sampling frame for the mail survey was all current personal checking account customers for a mid-sized metropolitan bank in the southeastern United States. A total of 331 usable questionnaires was received from a sample of 511, for a response rate of 64%. Our basic premise was that customers would exhibit different types of motivation related to their usage of innovations and that these motivational differences would influence their usage of banking innovations. Our results identified four motivational clusters that differed significantly in their attitudinal and behavioral responses to technological innovations. For example, the instant gratification group was a heavier user of ATMs and automatic deposit, whereas hassle avoiders were more likely to use automatic withdrawal. (C) 1997 Elsevier Science Inc.
C1 GEORGIA STATE UNIV, DEPT MKT, ATLANTA, GA 30303 USA.
   NORTHEASTERN UNIV, BOSTON, MA 02115 USA.
RI Ellen, Pam/J-1728-2014
OI Ellen, Pam/0000-0001-7079-8634
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NR 29
TC 52
Z9 52
U1 0
U2 7
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA 360 PARK AVE SOUTH, NEW YORK, NY 10010-1710 USA
SN 0148-2963
EI 1873-7978
J9 J BUS RES
JI J. Bus. Res.
PD FEB
PY 1997
VL 38
IS 2
BP 131
EP 139
DI 10.1016/S0148-2963(96)00032-X
PG 9
WC Business
SC Business & Economics
GA WF427
UT WOS:A1997WF42700004
DA 2020-02-20
ER

PT J
AU Sharpe, SA
AF Sharpe, SA
TI The effect of consumer switching costs on prices: A theory and its
   application to the bank deposit market
SO REVIEW OF INDUSTRIAL ORGANIZATION
LA English
DT Article
DE switching costs; market concentration; deposit rates
ID COMPETITION
AB As demonstrated by Klemperer (1987), if households face a cost of switching among brands of a differentiated good, pricing is likely to be more competitive, the greater is the fraction of customers that move into or around the market. I generalize this theory to a world with arbitrary market structure and test it empirically using panel data on bank retail deposit interest rates. I find that the amount of household migration in a market has a significant competitive influence on price markups, that is, a positive effect on the level of deposit interest rates. Consistent with the model, the magnitude of this effect depends in some cases upon the degree of market concentration.
RP Sharpe, SA (reprint author), FED RESERVE SYST,BOARD GOVERNORS,WASHINGTON,DC 20551, USA.
RI Sharpe, Steven/R-6988-2019
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NR 11
TC 58
Z9 61
U1 0
U2 6
PU KLUWER ACADEMIC PUBL
PI DORDRECHT
PA SPUIBOULEVARD 50, PO BOX 17, 3300 AA DORDRECHT, NETHERLANDS
SN 0889-938X
J9 REV IND ORGAN
JI Rev. Ind. Organ.
PD FEB
PY 1997
VL 12
IS 1
BP 79
EP 94
DI 10.1023/A:1007748623012
PG 16
WC Economics; Management
SC Business & Economics
GA WQ001
UT WOS:A1997WQ00100006
DA 2020-02-20
ER

PT J
AU Soteriou, AC
   Stavrinides, Y
AF Soteriou, AC
   Stavrinides, Y
TI An internal customer service quality data envelopment analysis model for
   bank branches
SO INTERNATIONAL JOURNAL OF OPERATIONS & PRODUCTION MANAGEMENT
LA English
DT Article
DE banks; customers; DEA; service quality
ID EFFICIENCY; PERCEPTIONS; EXTENSION; SCALE
AB Over the last few years data envelopment analysis (DEA) has been gaining increasing popularity as a performance assessment methodology. DEA has been successfully applied to bank branch performance evaluation. However, most DEA models which have been developed for bank branch performance assessment do not include service quality as an output. Service quality has been considered by many as the key to gaining competitive advantage and customer loyalty. Develops a DEA model that can be used to provide direction for improvement to branches which do not use their resources in the most efficient way to produce service quality. Focuses on internal customer service quality which is sometimes easier to measure. Presents results from an empirical study undertaken at a bank to demonstrate the applicability of the model.
RP Soteriou, AC (reprint author), UNIV CYPRUS, NICOSIA, CYPRUS.
OI Soteriou, Andreas/0000-0001-8527-3742
CR ALFARAJ TN, 1992, INT J OPER PROD MAN, V13, P45
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NR 23
TC 27
Z9 27
U1 1
U2 18
PU EMERALD GROUP PUBLISHING LIMITED
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0144-3577
EI 1758-6593
J9 INT J OPER PROD MAN
JI Int. J. Oper. Prod. Manage.
PY 1997
VL 17
IS 7-8
BP 780
EP +
DI 10.1108/01443579710175556
PG 0
WC Management
SC Business & Economics
GA XP720
UT WOS:A1997XP72000011
DA 2020-02-20
ER

PT J
AU Nie, W
   Young, ST
AF Nie, W
   Young, ST
TI A study of operations and marketing goal consensus in the banking
   industry
SO INTERNATIONAL JOURNAL OF OPERATIONS & PRODUCTION MANAGEMENT
LA English
DT Article
DE banking; co-ordination; goal; operations; performance; service
   operations
ID ORGANIZATIONAL PERFORMANCE; STRATEGY FORMULATION; SERVICE
AB Consensus building plays an important role in strategy formulation and implementation. Previous researchers have attempted to find a link between goal consensus among top management and organizational performance, mainly in manufacturing settings, with varying results. Few extant studies have examined goal consensus at the functional level. Aims to expand our knowledge of the goal consensus/performance relationship by focusing on the relationship between operations and marketing in the service setting. Attempts to identify the types of co-ordination mechanisms that help achieve functional goal consensus between operations and marketing. Finds a positive relationship between goal consensus of the marketing and operations managers and performance based on return on equity and return on assets. Concludes that consensus is correlated with the use of process and programming co-ordination mechanisms and not correlated with the use of interpersonal co-ordination mechanisms.
C1 UNIV UTAH, SALT LAKE CITY, UT USA.
RP Nie, W (reprint author), COLORADO STATE UNIV, FT COLLINS, CO 80523 USA.
CR Ansoff H., 1965, CORPORATE STRATEGY
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NR 35
TC 8
Z9 8
U1 0
U2 3
PU EMERALD GROUP PUBLISHING LIMITED
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0144-3577
J9 INT J OPER PROD MAN
JI Int. J. Oper. Prod. Manage.
PY 1997
VL 17
IS 7-8
BP 806
EP +
DI 10.1108/01443579710175574
PG 0
WC Management
SC Business & Economics
GA XP720
UT WOS:A1997XP72000013
DA 2020-02-20
ER

PT J
AU Cargill, TF
   Wendel, J
AF Cargill, TF
   Wendel, J
TI Bank credit cards: Consumer irrationality versus market forces
SO JOURNAL OF CONSUMER AFFAIRS
LA English
DT Article
AB Why are bank card interest rates sticky? One explanation is bank card consumer irrationality, a potentially significant market failure requiring government intervention, Alternate explanations focus on efficient market forces. The 1989 Federal Reserve Survey of Consumer Finances data are not consistent with the consumer irrationality hypothesis. The data are consistent with a market-based model of demand for balances and suggest that consumers may rationally eschew search because small outstanding balances imply low returns to search.
RP Cargill, TF (reprint author), UNIV NEVADA,RENO,NV 89557, USA.
CR AUSUBEL LM, 1991, AM ECON REV, V81, P50
   Calem PS, 1995, AM ECON REV, V85, P1327
   CANNER GB, 1992, FEDERAL RESERVE  SEP, P652
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   MUNNELL AH, 1992, 927 FED RES BANK BOS
   POZDENA R, 1991, FRBSF WEEKLY LE 1129
   *US DOC, 1989, SURV CONS FIN 1989 D
NR 12
TC 10
Z9 10
U1 0
U2 4
PU UNIV WISCONSIN PRESS
PI MADISON
PA JOURNAL DIVISION, 114 N MURRAY ST, MADISON, WI 53715
SN 0022-0078
J9 J CONSUM AFF
JI J. Consum. Aff.
PD WIN
PY 1996
VL 30
IS 2
BP 373
EP 389
DI 10.1111/j.1745-6606.1996.tb00063.x
PG 17
WC Business; Economics
SC Business & Economics
GA VP740
UT WOS:A1996VP74000005
DA 2020-02-20
ER

PT J
AU Freedland, MA
AF Freedland, MA
TI National banks as service providers to employee benefit plans
SO BANKING LAW JOURNAL
LA English
DT Article
AB The author explains the matrix of laws and regulations governing national banks as service providers to employee benefit plans. Applicable laws include the Internal Revenue Code, ERISA, the Truth in Savings Act, the Securities Act of 1993, the Securities Exchange Act of 1934, the Investments Company Act 1940, the Shareholder Communications Act, and the Federal Deposit Insurance Act. Rules and regulations are promulgated by the Office of the Comptroller of the Currency, the Department of Labor the Internal Revenue Service, the Federal Reserve Board, the Securities and Exchange Commission, and the Federal Deposit Insurance Corporation.
NR 0
TC 2
Z9 2
U1 0
U2 0
PU WARREN GORHAM LAMONT INC
PI BOSTON
PA 31 SAINT JAMES AVE 4TH FLOOR, BOSTON, MA 02116-4101
SN 0005-5506
J9 BANKING LAW J
JI Bank. Law J.
PD NOV-DEC
PY 1996
VL 113
IS 10
BP 994
EP 1017
PG 24
WC Business, Finance; Law
SC Business & Economics; Government & Law
GA VR100
UT WOS:A1996VR10000003
DA 2020-02-20
ER

PT J
AU Clinton, EX
AF Clinton, EX
TI Defending banks against consumer fraud claims
SO BANKING LAW JOURNAL
LA English
DT Article
AB The author discusses legal defences available to banks against consumer fraud claims brought under state statutes, He analyzes defenses based on statutory exceptions, federal preemption, plaintiff's lack of standing, proof that there was no misrepresentation, and proof that the bank did not commit consumer fraud in paying or dishonoring a check.
RP Clinton, EX (reprint author), KATTEN MUCHIN & ZAVIS,CHICAGO,IL, USA.
CR CLINTON, 1995, DEPAUL BUS LJ, V7, P351
   CLINTON, 1995, DEPAUL BUS LJ, V7, P359
NR 2
TC 0
Z9 0
U1 0
U2 0
PU WARREN GORHAM LAMONT INC
PI BOSTON
PA 31 SAINT JAMES AVE 4TH FLOOR, BOSTON, MA 02116-4101
SN 0005-5506
J9 BANKING LAW J
JI Bank. Law J.
PD OCT
PY 1996
VL 113
IS 9
BP 902
EP 908
PG 7
WC Business, Finance; Law
SC Business & Economics; Government & Law
GA VE626
UT WOS:A1996VE62600004
DA 2020-02-20
ER

PT J
AU Ennew, CT
   Wright, M
   Kirnag, J
AF Ennew, CT
   Wright, M
   Kirnag, J
TI The development of bank marketing in Eastern Europe: The case of
   Slovakia
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
AB The development of marketing in the transitional economies of Eastern Europe has attracted considerable interest from Western academics. Work to date has shown that while Eastern European businesses still lag behind their Western counterparts in the extent to which they are marketing driven, there is evidence that similar trends and problems confront both. This paper presents a detailed and focused discussion of marketing developments and constraints based on a case study of an organisation which is operating with some success in a profitable niche of an unprofitable market - namely financial services.
RP Ennew, CT (reprint author), UNIV NOTTINGHAM,SCH MANAGEMENT & FINANCE,UNIV PK,NOTTINGHAM NG7 2RD,ENGLAND.
RI Ennew, Christine/I-2104-2016
OI Ennew, Christine/0000-0002-8262-193X
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   BECKER S, 1995, J E W BUSINESS, V12, P29
   BULIR A, 1993, COMMUNIST EC EC TRAN, V53, P369
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   ENNEW CT, 1993, EUR J MARKETING, V2711, P21
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   *PKB, 1993, SEM REP
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NR 21
TC 2
Z9 2
U1 0
U2 3
PU FRANK CASS CO LTD
PI LONDON
PA 11 GAINSBOROUGH ROAD, LONDON, ENGLAND E11 1RS
SN 0264-2069
J9 SERV IND J
JI Serv. Ind. J.
PD OCT
PY 1996
VL 16
IS 4
BP 443
EP 457
DI 10.1080/02642069600000040
PG 15
WC Management
SC Business & Economics
GA VP620
UT WOS:A1996VP62000002
DA 2020-02-20
ER

PT J
AU Johne, FA
   Pavlidis, RP
AF Johne, FA
   Pavlidis, RP
TI How banks apply marketing expertise to develop new derivatives
SO JOURNAL OF PRODUCT INNOVATION MANAGEMENT
LA English
DT Article
ID PRODUCT DEVELOPMENT; SUCCESS; FAILURE
AB For banks operating in the fiercely competitive derivatives market the difference between the leaders and the also-rans often boils down to their respective approaches to product innovation. To achieve market leadership in this highly volatile field, a bank must develop and continually refine the processes and the expertise necessary for identifying new areas of business and attracting and retaining customers. Although the development of derivatives is a complex, expensive process, such development efforts provide the means for satisfying existing clients as well as attracting new customers.
   F. Axel Johne and M. Panos Pavlidis examine the managerial practices of banks that are acknowledged leaders in bringing new derivatives to market ahead of their competitors. In particular they examine how those first-mover banks apply their marketing expertise and they review the advantages those bank enjoy as a result of their success in product innovation.
   The banks studied fall into one of two groups: highly active innovators and less active innovators. The study reveals several significant differences between the two groups with respect to managing marketing inputs for product innovation purposes. First, compared to less active banks, the highly active innovators take a more sophisticated, market-based approach to identifying innovation opportunities. Rather than looking for innovations that offer a close fit with existing products and competencies, they analyze the benefits sought by target clients and initiate innovation efforts based on those analyses.
   Highly active innovators recognize the important role that internal marketing plays in encouraging functional specialists to work together for the purpose of identifying follow-on development opportunities. Internal marketing also helps to ensure that all parties understand and can support the planned innovation.
   The highly active innovators in this study do not take a formulaic approach to the development of new derivatives; instead, they rely on marketing expertise to identify and capitalize on business opportunities. Rather than concentrate solely on improving the core technical features of a product, the highly active innovators also recognize the importance of product augmentation innovation (to ensure the appropriate support for various market segments), process innovation (so they can reduce prices, when necessary), and market innovation (to ensure that they pursue the optimal mix of markets).
RP Johne, FA (reprint author), CITY UNIV LONDON, SCH BUSINESS, BARBICAN CTR, FROBISHER CRESCENT, LONDON EC2Y 8HB, ENGLAND.
CR Baker M.J., 1989, MARKETING COMPETITIV
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NR 36
TC 23
Z9 23
U1 1
U2 13
PU WILEY-BLACKWELL
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0737-6782
J9 J PROD INNOVAT MANAG
JI J. Prod. Innov. Manage.
PD SEP
PY 1996
VL 13
IS 5
BP 440
EP 452
DI 10.1016/0737-6782(96)00039-2
PG 13
WC Business; Engineering, Industrial; Management
SC Business & Economics; Engineering
GA VE126
UT WOS:A1996VE12600005
DA 2020-02-20
ER

PT J
AU Keltner, B
   Finegold, D
AF Keltner, B
   Finegold, D
TI Adding value in banking: Human resource innovations for service firms
SO SLOAN MANAGEMENT REVIEW
LA English
DT Article
ID MANAGEMENT
AB To shift toward high-quality service strategies, managers must adopt training and recruiting policies that compensate for institutional barriers to human resource investment.
C1 UNIV SO CALIF,SCH BUSINESS ADM,CTR EFFECT ORG,LOS ANGELES,CA 90089.
   RAND CORP,SANTA MONICA,CA 90406.
CR BARRETT A, 1995, BUSINESS WEEK   0417, P96
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   1994, BUSINESS WEEK   0718, P66
NR 34
TC 26
Z9 26
U1 0
U2 3
PU MASS INST TECHNOL
PI CAMBRIDGE
PA SLOAN SCH MANAGE, 50 MEMORIAL DR, CAMBRIDGE, MA 02139
SN 0019-848X
J9 SLOAN MANAGE REV
JI Sloan Manage. Rev.
PD FAL
PY 1996
VL 38
IS 1
BP 57
EP &
PG 14
WC Business; Management
SC Business & Economics
GA VM712
UT WOS:A1996VM71200013
DA 2020-02-20
ER

PT J
AU Cheng, CH
   Madan, MS
   Motwani, J
AF Cheng, CH
   Madan, MS
   Motwani, J
TI Implementing quality management in the banking services sector
SO TOTAL QUALITY MANAGEMENT
LA English
DT Article
ID INFORMATION
AB In recent years, banking institutions have been subjected to intense competition and increased customer expectation. Factors that have contributed to the competition include globalization, advances in technology and changes in government regulations. Quality management is a mechanism that can be used by banks to gain competitive advantages. This paper investigates and classifies the research on quality management in the banking industry. A proactive model for implementing quality management programmes and future research directions in the banking sector are discussed.
C1 UNIV WISCONSIN,DEPT MANAGEMENT,WHITEWATER,WI 53190.
   GRAND VALLEY STATE UNIV,DEPT MANAGEMENT,GRAND RAPIDS,MI 49504.
RP Cheng, CH (reprint author), CHINESE UNIV HONG KONG,DEPT SYST ENGN & ENGN MANAGEMENT,SHATIN,NT,HONG KONG.
RI Cheng, Chun-Hung/F-6113-2011
CR Adamson J. D., 1988, BANK MARKETING, V20, P4
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   BOSMA A, 1987, BANKERS MAG, V170, P81
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NR 47
TC 1
Z9 1
U1 0
U2 0
PU CARFAX PUBL CO
PI ABINGDON
PA PO BOX 25, ABINGDON, OXFORDSHIRE, ENGLAND OX14 3UE
SN 0954-4127
J9 TOTAL QUAL MANAGE
JI Total Qual. Manage.
PD AUG
PY 1996
VL 7
IS 4
BP 347
EP 356
DI 10.1080/09544129650034701
PG 10
WC Management
SC Business & Economics
GA VK969
UT WOS:A1996VK96900001
DA 2020-02-20
ER

PT J
AU Holmlund, M
   Kock, S
AF Holmlund, M
   Kock, S
TI Relationship marketing: The importance of customer-perceived service
   quality in retail banking
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
AB During the last couple of years relationship marketing has been introduced within services marketing since move efficient, profitable and long-term marketing can be achieved by focusing on present customers instead of concentrating on attracting new ones. Retail banks have in this respect had a unique position as they have a well-developed system of local offices that enable them to be close to and to establish relationships to their customers. A prerequisite for a bank that wants to establish long-term customer relationships is satisfied customers who want to remain customers. In other words, the service quality as perceived by the customers must at least meet their expectations. Otherwise there is a possibility that a dissatisfied customer starts searching for another bank offering similar services, resulting in a break in the relationship with the bank, with which he was dissatisfied.
C1 SWEDISH SCH ECON & BUSINESS ADM,DEPT MKT & CORP GEOG,FIN-65101 VAASA,FINLAND.
RP Holmlund, M (reprint author), SWEDISH SCH ECON & BUSINESS ADM,DEPT MKT & CORP GEOG,POB 479,FIN-00101 HELSINKI,FINLAND.
CR BARNES JG, 1993, ASB C
   Christopher M., 1991, RELATIONSHIP MARKETI
   COOPER R, 1991, DESIGN MANAGEMENT SY
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NR 31
TC 55
Z9 56
U1 0
U2 8
PU FRANK CASS CO LTD
PI LONDON
PA 11 GAINSBOROUGH ROAD, LONDON, ENGLAND E11 1RS
SN 0264-2069
J9 SERV IND J
JI Serv. Ind. J.
PD JUL
PY 1996
VL 16
IS 3
BP 287
EP 304
DI 10.1080/02642069600000029
PG 18
WC Management
SC Business & Economics
GA UY989
UT WOS:A1996UY98900002
DA 2020-02-20
ER

PT J
AU Johnson, MD
   Nader, G
   Fornell, C
AF Johnson, MD
   Nader, G
   Fornell, C
TI Expectations, perceived performance, and customer satisfaction for a
   complex service: The case of bank loans
SO JOURNAL OF ECONOMIC PSYCHOLOGY
LA English
DT Article
DE expectations; customer satisfaction
ID CONSUMER SATISFACTION; QUALITY; CONSEQUENCES; INFORMATION; ANTECEDENTS;
   PERCEPTIONS; PSYCHOLOGY; EXTENSION; BEHAVIOR; MODELS
AB The models currently used to describe customers' satisfaction with products and services presume that customers have well-formed performance expectations. The present study uses data from the Swedish Customer Satisfaction Barometer to show that these models fail to describe customer satisfaction with bank loans, a complex, heterogeneous, and infrequently purchased service, Performance expectations are more likely an artifact of performance in this case and have no effect on satisfaction, This is quite different from other products and services where expectations are a stronger predictor of performance and have a positive effect on customer satisfaction.
C1 VIENNA UNIV ECON & BUSINESS ADM,DEPT BANK ADM,A-1090 VIENNA,AUSTRIA.
RP Johnson, MD (reprint author), UNIV MICHIGAN,NATL QUAL RES CTR,SCH BUSINESS,701 TAPAN ST,ANN ARBOR,MI 48109, USA.
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NR 52
TC 57
Z9 62
U1 2
U2 27
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0167-4870
J9 J ECON PSYCHOL
JI J. Econ. Psychol.
PD APR
PY 1996
VL 17
IS 2
BP 163
EP 182
DI 10.1016/0167-4870(96)00002-5
PG 20
WC Economics; Psychology, Multidisciplinary
SC Business & Economics; Psychology
GA UV255
UT WOS:A1996UV25500001
OA Green Published
DA 2020-02-20
ER

PT J
AU Newmark, NS
AF Newmark, NS
TI Customer mergers and acquisitions: A topical round-up for concerned
   banks
SO BANKING LAW JOURNAL
LA English
DT Article
AB Full service banking may make a particular bank a lender, depositary, or trustee to either a target or acquirer in a merger or acquisition. In addition, the bank may be a consultant of first resort prior to such a transaction. In either instance, this overview of the structure of a merger and/or acquisition transaction and the nontax and tax consequences for purchasers and sellers should be of interest to bank counsel.
RP Newmark, NS (reprint author), LASHLY & BAER PC,ST LOUIS,MO 63101, USA.
NR 0
TC 0
Z9 0
U1 0
U2 0
PU WARREN GORHAM LAMONT INC
PI BOSTON
PA 31 SAINT JAMES AVE 4TH FLOOR, BOSTON, MA 02116-4101
SN 0005-5506
J9 BANKING LAW J
JI Bank. Law J.
PD MAR
PY 1996
VL 113
IS 3
BP 241
EP 270
PG 30
WC Business, Finance; Law
SC Business & Economics; Government & Law
GA TR823
UT WOS:A1996TR82300003
DA 2020-02-20
ER

PT J
AU LAMY, RE
   MOYER, RC
AF LAMY, RE
   MOYER, RC
TI FINANCIAL SERVICES MARKETING AND BANKING REGULATION - THE CASE OF THE
   COMMUNITY REINVESTMENT ACT
SO PSYCHOLOGY & MARKETING
LA English
DT Article
RP LAMY, RE (reprint author), WAKE FOREST UNIV,BABCOCK GRAD SCH MANAGEMENT,WINSTON SALEM,NC 27109, USA.
CR BOWDOIN JH, 1986, J RETAIL BANKING, V8, P35
   BOWERS MR, 1986, J RETAIL BANK, V8, P19
   COLBY M, 1993, BANK MANAGEMENT, P27
   COLBY M, 1993, BANK MANAGEMENT  JUN, P49
   de Brentani U., 1991, EUR J MARKETING, V25, P33, DOI DOI 10.1108/03090569110138202
   Donnelly Jr. J.H., 1985, MARKETING FINANCIAL
   Easingwood C. J., 1993, J SERV MARK, V7, P41, DOI DOI 10.1108/08876049310026097
   Edgett S., 1991, J MARKETING MANAGEME, V7, P271, DOI DOI 10.1080/0267257X.1991.9964156
   *FED RES BOARD GOV, 1993, FED RES B, P251
   Javalgi R. G., 1992, J SERV MARK, V6, P33
   LINDSEY LB, 1994, FEDERAL RESERVE B, P286
   LUNI P, 1992, ABA BANK J, P57
   MACEY JR, 1993, VA LAW REV, V79, P291, DOI 10.2307/1073415
   METZGER RO, 1986, J RETAIL BANKING, V8, P25
   PEREZ RC, 1983, MARKETING FINANCIAL
   REINENBACH RE, 1986, J PROD INNOVAT MANAG, V3, P187
   SNIDERMAN M, 1994, EC COMMENTARY
   STANLEY TJ, 1986, J ADV RES        JUN, P55
   TEAS KR, 1983, J RETAIL BANKING, V5, P27
   WHITE LJ, 1993, J RETAIL BANKING, V15, P13
NR 20
TC 1
Z9 1
U1 0
U2 2
PU JOHN WILEY & SONS INC
PI NEW YORK
PA 605 THIRD AVE, NEW YORK, NY 10158-0012
SN 0742-6046
J9 PSYCHOL MARKET
JI Psychol. Mark.
PD DEC
PY 1995
VL 12
IS 8
BP 721
EP 733
DI 10.1002/mar.4220120807
PG 13
WC Business; Psychology, Applied
SC Business & Economics; Psychology
GA TJ707
UT WOS:A1995TJ70700004
DA 2020-02-20
ER

PT J
AU SIMONSON, DG
AF SIMONSON, DG
TI THE MARKETING OF BANK RISK-MANAGEMENT SERVICES
SO PSYCHOLOGY & MARKETING
LA English
DT Article
AB This article analyzes the need to reform the structure of bank risk-management services (RMS), including the sale of derivatives. It reviews the contribution derivatives make to corporate financial management and discusses threatened restrictions on bank RMS following large losses reported by corporate clients. The two major weaknesses in RMS are characterized by incentive incompatibility and asymmetric information. Steps are proposed for aligning bank RMS incentives with client objectives. This requires reskilling bank management of RMS consistent with the holistic demands of globalization on corporate operations and strategies. Additional steps are proposed for equalizing buyer-seller information on the risks of opaque derivatives. These steps involve assistance to clients in setting policies leading to position limits and loss tolerances and instituting monitoring and disclosure. (C) 1995 John Wiley & Sons, Inc.
RP SIMONSON, DG (reprint author), UNIV NEW MEXICO,ROBERT O ANDERSON GRAD SCH MANAGEMENT,ALBUQUERQUE,NM 87131, USA.
CR BECKETTI S, 1993, ECON REV, P26
   CELARIER M, 1994, GLOBAL FINANCE, V8, P43
   EUROMONEY, 1994, TREAS RISK MAN, P34
   GOODMAN L, 1989, J APPLIED CORPORATE, V2, P35
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   KALOTAY AJ, 1993, J APPLIED CORPORATE, V6, P100
   LANCHNER D, 1994, GLOBAL FINANCE, V8, P46
   LANCHNER D, 1994, GLOBAL FINANCE, V8, P47
   LESSARD DR, 1991, J APPLIED CORPORATE, V4, P59
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   LIPIN S, 1994, WALL STREET J, V131, pA1
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   SHURIFF D, 1994, EUROMONEY        AUG, P28
   Siems TF, 1994, FINANCIAL IND STUDIE, P1
   Smith C. W. Jr, 1989, MANAGING FINANCIAL R
   SMITH R, 1994, WALL STREET J   0925, V131, pA4
   SMITH R, 1994, WALL STREET J   0925, V131, pA1
   TULLY S, 1994, FORTUNE          AUG, P82
   *US GEN ACC OFF, 1994, ACT NEED PROT FIN SY
NR 24
TC 0
Z9 0
U1 0
U2 0
PU JOHN WILEY & SONS INC
PI NEW YORK
PA 605 THIRD AVE, NEW YORK, NY 10158-0012
SN 0742-6046
J9 PSYCHOL MARKET
JI Psychol. Mark.
PD DEC
PY 1995
VL 12
IS 8
BP 735
EP 749
DI 10.1002/mar.4220120808
PG 15
WC Business; Psychology, Applied
SC Business & Economics; Psychology
GA TJ707
UT WOS:A1995TJ70700005
DA 2020-02-20
ER

PT J
AU HUNTER, WC
AF HUNTER, WC
TI EFFICIENCY OF SERVICE DELIVERY SYSTEMS IN LARGE COMMERCIAL-BANKS
SO PSYCHOLOGY & MARKETING
LA English
DT Article
AB This article provides novel empirical evidence on the cross-sectional variation of the productive efficiency of large banks relative to their service delivery systems, The analysis is conducted using data drawn from a sample of 118 large U.S. commercial banks for the years 1989 through 1991. The analysis reveals that centralized service delivery systems increase bank costs significantly, In no case was it found that centralized service delivery systems reduce costs, as is often envisioned by proponents of centralization. It is also found that centralized back-office operations tend to reduce costs significantly and are consistent with the existence of scale economies in bank back-office operations. (C) 1995 John Wiley & Sons, Inc,
RP HUNTER, WC (reprint author), FED RESERVE BANK CHICAGO,230 S LA SALLE ST,CHICAGO,IL 60604, USA.
CR ARMOUR HO, 1978, BELL J ECON, V9, P106, DOI 10.2307/3003615
   BARTEN AP, 1969, EUR ECON REV, V1, P7, DOI 10.1016/0014-2921(69)90017-8
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   BERGER AN, 1986, COMPETITIVE VIABILIT
   Chamberlin E. H., 1962, THEORY MONOPOLISTIC
   Chandler A. D., 1962, STRATEGY STRUCTURE C
   Chandler Jr Alfred Dupont, 1977, VISIBLE HAND MANAGER
   Coase RH, 1937, ECONOMICA-NEW SER, V4, P386, DOI 10.1111/j.1468-0335.1937.tb00002.x
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   HUNTER WC, 1986, J MONEY CREDIT BANK, V18, P152, DOI 10.2307/1992199
   KIM M, 1985, J MONETARY ECON, V8, P181
   NEWMAN JA, 1993, J BANK FINANC, V17, P709, DOI 10.1016/0378-4266(93)90008-2
   Shephard R, 1970, THEORY COST PRODUCTI
   WILLIAMSON O, 1975, FIRMS MARKETS HIERAR
   Williamson O., 1985, J ECON LIT, V19, P1537
NR 19
TC 0
Z9 0
U1 0
U2 2
PU JOHN WILEY & SONS INC
PI NEW YORK
PA 605 THIRD AVE, NEW YORK, NY 10158-0012
SN 0742-6046
J9 PSYCHOL MARKET
JI Psychol. Mark.
PD DEC
PY 1995
VL 12
IS 8
BP 751
EP 764
DI 10.1002/mar.4220120809
PG 14
WC Business; Psychology, Applied
SC Business & Economics; Psychology
GA TJ707
UT WOS:A1995TJ70700006
DA 2020-02-20
ER

PT J
AU StHilaire, F
   Whalley, J
AF StHilaire, F
   Whalley, J
TI Some estimates of trade flows in banking services
SO REVIEW OF INCOME AND WEALTH
LA English
DT Article
AB This paper presents some estimates of international trade in banking services. We use IMF data on assets and liabilities of both domestic banks and non-banks with foreign banks, and of foreigners with the domestic banking system to construct measures of the volume of transactions on which banking intermediation services are provided across national borders. We then use estimates of the spread between borrowing and lending rates for depositors and borrowers with the financial institutions involved to estimate the value of international Rows of intermediation services. Estimates are presented for 1982-84 and 1991-93 for the U.S., the U.K., and Canada.
C1 UNIV WESTERN ONTARIO,LONDON,ON N6A 3K7,CANADA.
RP StHilaire, F (reprint author), INST RES PUBL POLICY,MONTREAL,PQ,CANADA.
CR BENZ SF, 1985, J WORLD TRADE LAW, V19
   *CAN STAT, 1982, CAN BAL INT PAYM INT
   DILLULLO AJ, 1981, SURV CURR BUS, P29
   GIBBS M, 1985, J WORLD TRADE LAW, V190
   HULTMAN CW, 1985, J WORLD TRADE LAW, V19
   *INT MON FUND, 1966, BAL PAYM MAN
   *OECD, 1984, INT TRAD SERV BANK I
   *OECD, 1985, FIN STAT 1
   *OECD, 1983, INT BANK POL ISS
   *OTT TASK FORC TRA, 1982, BACKGR REP
   RYMES TK, 1986, REV INCOME WEALTH, V32
   RYMES TK, 1989, MEASUREMENT SAVING I
   RYMES TK, 1990, REV INCOME WEALTH, V36, P403
   SCHOTT JJ, 1983, WORLD EC         JUN
   SHELP R, 1981, INDUSTRIALIZATION
   STALSON H, 1985, 219 NAT PLANN ASS RE
   SUNYA DS, 1984, REV INCOME WEALTH SE, V30
   *UK CENTR STAT OFF, 1974, UK BAL PAYM 1963 73
   *UNCTAD, 1985, PROD TRAD SERV POL T
   United States Government, 1984, US NAT STUD TRAD SER
   *US INT TRAD COMM, 1982, REL EXP SEL US SERV
   WHICHARD OG, 1984, BEA41 US DEP COMM ST
   WYKOFF FC, 1992, OUTPUT MEASUREMENT S
   1985, INT FINANCIAL STATIS
NR 24
TC 0
Z9 0
U1 0
U2 0
PU INT ASSN RES INCOME WEALTH
PI NEW YORK
PA NEW YORK UNIVERSITY 269 MERCER ST ROOM 700, NEW YORK, NY 10003
SN 0034-6586
J9 REV INCOME WEALTH
JI Rev. Income Wealth
PD DEC
PY 1995
IS 4
BP 471
EP 479
PG 9
WC Economics
SC Business & Economics
GA TL079
UT WOS:A1995TL07900007
DA 2020-02-20
ER

PT J
AU PARADI, JC
   MARR, C
   WONG, M
   YAN, G
AF PARADI, JC
   MARR, C
   WONG, M
   YAN, G
TI SIMULATION-BASED ALTERNATIVE STRATEGIES IN RISK AND SERVICE GUARANTEE
   TRADEOFFS IN THE INTERNATIONAL FUNDS TRANSFER SYSTEM AT A LARGE CANADIAN
   BANK
SO IEEE TRANSACTIONS ON ENGINEERING MANAGEMENT
LA English
DT Article
ID TIME
AB In order to solve the customer service delay and financial risk growth problems due to transaction delays in the integrated payments system (IPS) at a large Canadian Bank, a stochastic simulation model was built using the GPSS/PC simulation language and custom FORTRAN subroutines. These tools were used to analyze the present system and critical parameters, such as service rates of the operators at each suboperation, transaction arrival rates, and arrival patterns were identified and estimated where necessary, Three alternatives, including two automation strategies to increase processing efficiency and a control system to ensure a guaranteed service time were developed which, if implemented, will improve the operation of the IFS. Analysis of the simulation output showed that no single alternative dominates the others although each alternative, on its own, improved the present system with respect to the performance measures studied. A detailed examination of the costs and benefits of each alternative should be completed before the Bank decides on the appropriate strategy for final implementation.
C1 HAWKER DE HAVILLAND LTD,DIV REPAIR & OVERHAUL,BANKSTOWN,NSW 2200,AUSTRALIA.
RP PARADI, JC (reprint author), UNIV TORONTO,CTR MANAGEMENT TECHNOL & ENTREPRENEURSHIP,100 COLL ST,TORONTO,ON M5S 1A4,CANADA.
CR BOBILLIER PA, 1976, SIMULATION GPSS GPSS
   ESSINGER J, 1993, MANAGING TECHNOLOGY
   ESSINGER J, 1992, ELECTRONIC PAYMENT S
   FAKINOS D, 1984, J OPER RES SOC, V35, P439
   KOLESAR P, 1984, INTERFACES, V14, P16, DOI 10.1287/inte.14.6.16
   KOOPMAN BO, 1972, OPER RES, V20, P1089, DOI 10.1287/opre.20.6.1089
   LANDAUER EG, 1989, INTERFACES, V19, P57, DOI 10.1287/inte.19.5.57
   Law A.M., 1982, SIMULATION MODELING
   LEWIS PAW, 1976, IBM J RES DEV, V20, P465, DOI 10.1147/rd.205.0465
   MARR C, 1990, THESIS U TORONTO
   Parzen E., 1962, STOCHASTIC PROCESSES
   RAGHAVACHARI M, 1992, HDB IND ENG, P2419
   Ross S. M., 1989, INTRO PROBABILITY MO
   ROSS SM, 1990, [No title captured]
   1988, GPSS PC REFERENCE MA
NR 15
TC 1
Z9 1
U1 0
U2 0
PU IEEE-INST ELECTRICAL ELECTRONICS ENGINEERS INC
PI NEW YORK
PA 345 E 47TH ST, NEW YORK, NY 10017-2394
SN 0018-9391
J9 IEEE T ENG MANAGE
JI IEEE Trans. Eng. Manage.
PD NOV
PY 1995
VL 42
IS 4
BP 387
EP 396
DI 10.1109/17.482088
PG 10
WC Business; Engineering, Industrial; Management
SC Business & Economics; Engineering
GA TG491
UT WOS:A1995TG49100010
DA 2020-02-20
ER

PT J
AU Roth, AV
   Jackson, WE
AF Roth, AV
   Jackson, WE
TI Strategic determinants of service quality and performance: Evidence from
   the banking industry
SO MANAGEMENT SCIENCE
LA English
DT Article
DE operations strategy; capabilities-based competition; absorptive
   capacity; resource based view; competitive advantage; service management
   performance
ID COMPETITION; FIT
AB This paper focuses on an important new service management strategy: the operations capabilities-service quality-performance (C-SQ-P) triad. In order to understand what generic operations capabilities influence the strategic behavior of high performing service firms, we explore three related questions: What generic operations capabilities are among the strategic determinants of service quality? Does service quality affect market performance? How is market conduct related to the C-SQ-P triad? These questions are investigated using a stylized capabilities-based model of service quality that simultaneously assesses their impact upon a firm's market performance. Several insights emerge from our research: a) generic operations capabilities affect service quality and performance, although not all relationships are direct; b) service quality know-how and innovations can be directly observed and imitated; c) the effects of technological leadership and market acuity on service quality are moderated by the absorptive capacity of employees to recognize and exploit their potential, and hence, investments in people are critical to success; d) market conduct influences the generic capabilities of the firm more than market performance, ceteris paribus; and e) total factor productivity and service quality are negatively correlated.
RP Roth, AV (reprint author), UNIV N CAROLINA, KENAN FLAGLER BUSINESS SCH, CHAPEL HILL, NC 27599 USA.
CR Bain JS, 1951, Q J ECON, V65, P293, DOI 10.2307/1882217
   Bateson J.E., 1990, SERVICE MANAGEMENT E
   Baumol W. J., 1982, CONTESTABLE MARKETS
   BENTLER PM, 1980, PSYCHOL BULL, V88, P588, DOI 10.1037/0033-2909.107.2.238
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   Brown S., 1991, SERVICE QUALITY MULT
   BULLARD WR, 1993, SERVICE SUPERIORITY, P155
   Buzzell R. D., 1987, PIMS PRINCIPLES LINK
   Chase R.B, 1991, SERVICE QUALITY MULT
   CHASE RB, 1983, MANAGE SCI, V29, P1037, DOI 10.1287/mnsc.29.9.1037
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   Zeithaml V. A., 1990, DELIVERING QUALITY S
NR 69
TC 165
Z9 171
U1 0
U2 50
PU INFORMS
PI HANOVER
PA 7240 PARKWAY DR, STE 310, HANOVER, MD 21076-1344 USA
SN 0025-1909
J9 MANAGE SCI
JI Manage. Sci.
PD NOV
PY 1995
VL 41
IS 11
BP 1720
EP 1733
DI 10.1287/mnsc.41.11.1720
PG 14
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA TW427
UT WOS:A1995TW42700003
DA 2020-02-20
ER

PT J
AU CHASTON, I
AF CHASTON, I
TI A TYPOLOGY FOR EVALUATING BRANCH-LEVEL PERCEPTIONS OF INTERNAL CUSTOMER
   MANAGEMENT PROCESSES WITHIN THE UK CLEARING BANKS
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
ID CONSUMER PERCEPTIONS; SERVICE QUALITY
AB Since the late 1980, the UK Clearing Banks have faced glowing criticism over the quality of their financial services. Advantages may exist in using internal marketing to ensure closer integration of multiple functions across all departments. Although adoption of an internal marketing philosophy may improve the quality of services delivered to both internal and external customers, it appears that there are few paradigms available which can be used by bankers seeking to introduce the concept into their organisation. By applying a quasi-ethnographic approach, a qualitative internal customer management model was developed bused on the Peters and Waterman 7S framework to describe the factors influencing internal customer relationships which exist between branches and other departments within a bank. To determine if the model could be used to evaluate branch-level perceptions of internal customer management practices, a survey was undertaken using a modified version of the Parasuraman SERVQUAL model. The responses suggest that possible actions to establish a stronger internal customer orientation may include altering prevailing management styles, restructuring, redirecting operational strategies away from excessive emphasis on technical efficiency and improving under standing Of internal customer needs. Although the study indicates that the SERVQUAL tool can he used to examine internal customer service processes within the financial services sector, there is still only anecdotal evidence that stronger internal customer chains will enhance organisational performance. Further research is needed to validate claims that there are favourable cost/benefit outcomes to be exploited by strengthening internal customer management practices. For bankers who are convinced that changing internal organisational processes may enhance the quality of services delivered to external customers, then a process flow model is presented of a possible approach for evaluating and implementing changes necessary to create a stronger internal customer orientation within their organisation.
RP CHASTON, I (reprint author), UNIV PLYMOUTH,PLYMOUTH BUSINESS SCH,MANAGEMENT RES CTR,PLYMOUTH PL4 8AA,DEVON,ENGLAND.
CR Argyris C., 1985, ACTION SCI CONCEPTS
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   Berry L.L., 1984, SERVICES MARKETING
   BROOKS J, 1988, CHANGING TRENDS DEMA
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   CARMAN JM, 1990, J RETAILING, V66, P33
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   CHASTON I, 1994, INT J OPERATIONS PRO
   Christopher M., 1991, RELATIONSHIP MARKETI
   COWELL DW, 1984, MARKETING SERVICES
   DAVIS SI, 1985, EXCELLENCE BANKING
   DAWSON P, 1994, ORG CHANGE PROCESSUA
   FOREMAN S, 1993, EMERGING ISSUES MARK
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   Gwin J. M., 1986, J RETAIL BANK, V11, P11
   Howcroft B., 1992, SERV IND J, V12, P125
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   Kanter R. M, 1983, CHANGE MASTERS
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   Zeithaml V. A., 1990, DELIVERING QUALITY S
NR 32
TC 5
Z9 5
U1 0
U2 5
PU FRANK CASS CO LTD
PI LONDON
PA 11 GAINSBOROUGH ROAD, LONDON, ENGLAND E11 1RS
SN 0264-2069
J9 SERV IND J
JI Serv. Ind. J.
PD JUL
PY 1995
VL 15
IS 3
BP 332
EP 349
DI 10.1080/02642069500000038
PG 18
WC Management
SC Business & Economics
GA RM955
UT WOS:A1995RM95500007
DA 2020-02-20
ER

PT J
AU GORTON, GB
   PENNACCHI, GG
AF GORTON, GB
   PENNACCHI, GG
TI BANKS AND LOAN SALES - MARKETING NONMARKETABLE ASSETS
SO JOURNAL OF MONETARY ECONOMICS
LA English
DT Article
DE BANKING; LOAN SALES
ID CHOICE
AB Theories of financial intermediation predict that bank loans should not be marketable because of moral hazard problems; banks will not conduct credit risk analysis or monitor borrowers if they are not at risk for failing to perform these services. Throughout most of history, bank loans have not, in fact, been marketable. Yet, by the end of the 1980's the amount of commercial and industrial loan sales outstanding had grown to over $250 billion from trivial amounts at the beginning of the decade. To explain the opening of this loan sales market, we present a model of incentive-compatible loan sales that allows for implicit contractual features between loan sellers and loan buyers. We then test for the presence of these features using a sample of over 800 recent loan sales.
C1 NATL BUR ECON RES, CAMBRIDGE, MA 02138 USA.
   UNIV ILLINOIS, DEPT FINANCE, URBANA, IL 61801 USA.
RP GORTON, GB (reprint author), UNIV PENN, WHARTON SCH, PHILADELPHIA, PA 19104 USA.
CR BENVENISTE LM, 1987, J BANK FINANC, V11, P403, DOI 10.1016/0378-4266(87)90041-0
   BERGER AN, 1994, LINES CREDIT RELATIO
   BERGER AN, 1993, STRUCTURAL CHANGE BA
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   BOYD JH, 1986, J ECON THEORY, V38, P211, DOI 10.1016/0022-0531(86)90115-8
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   HAUBRICH J, 1993, EVOLVING LOAN SALES
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   *US FED RES SYST, REP COND INC SEN LOA
NR 40
TC 169
Z9 171
U1 1
U2 19
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0304-3932
J9 J MONETARY ECON
JI J. Monetary Econ.
PD JUN
PY 1995
VL 35
IS 3
BP 389
EP 411
DI 10.1016/0304-3932(95)01199-X
PG 23
WC Business, Finance; Economics
SC Business & Economics
GA RQ701
UT WOS:A1995RQ70100001
DA 2020-02-20
ER

PT J
AU TERWENGEL, J
AF TERWENGEL, J
TI INTERNATIONAL-TRADE IN BANKING SERVICES
SO JOURNAL OF INTERNATIONAL MONEY AND FINANCE
LA English
DT Article
ID UNITED-STATES
AB This paper investigates which of the theories of international trade best explains trade in international banking in its various forms: branches, subsidiaries and representatives. Strong evidence is found to support the newer economies of scale theories and it is proposed that the foreign exchange and capital markets exhibit declining costs to production. It is also discovered that the relaxation of exchange and capital controls by potential host countries diminishes the incentives of banks to seek direct representation.
RP TERWENGEL, J (reprint author), FREE UNIV AMSTERDAM,INST ECON & SOCIAL,1081 HV AMSTERDAM,NETHERLANDS.
CR ARNDT HW, 1988, BANCA NAZ LAVO, V51, P61
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   GOLDBERG MA, 1991, SERVICES METROPOLITA
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   HULTMAN CW, 1989, J BANK FINANC, V13, P383, DOI 10.1016/0378-4266(89)90049-6
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   *INT MON FUND, INT FIN STAT
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NR 18
TC 16
Z9 17
U1 0
U2 0
PU BUTTERWORTH-HEINEMANN LTD
PI OXFORD
PA LINACRE HOUSE JORDAN HILL, OXFORD, OXON, ENGLAND OX2 8DP
SN 0261-5606
J9 J INT MONEY FINANC
JI J. Int. Money Finan.
PD FEB
PY 1995
VL 14
IS 1
BP 47
EP 64
DI 10.1016/0261-5606(94)00006-M
PG 18
WC Business, Finance
SC Business & Economics
GA QL486
UT WOS:A1995QL48600003
DA 2020-02-20
ER

PT J
AU COWLING, A
   NEWMAN, K
AF COWLING, A
   NEWMAN, K
TI BANKING ON PEOPLE - TQM, SERVICE QUALITY, AND HUMAN-RESOURCES
SO PERSONNEL REVIEW
LA English
DT Article
DE BANKS; HUMAN RESOURCE MANAGEMENT; SERVICE QUALITY; TQM
ID MODEL
AB Total quality management (TQM) principles are now being applied in service industries in the UK, following their perceived success in manufacturing industries, with the particular aim of improving service quality. In financial services the impetus behind the adoption of quality programmes is increased competition and higher customer expectations. Studies of the introduction of quality programmes into service organizations in the UK are as yet few, but both these and the large number of studies of TQM in manufacturing point to the need for high levels of motivation and involvement by staff, and the significance of job satisfaction and of employment policies. Reports on an investigation into the introduction of TQM into two major banks in the UK, with a special focus on the reactions of employees. Highlights their success and limitations in two case studies, and draws out the lessons to be learned by senior management and human resources departments.
RP COWLING, A (reprint author), MIDDLESEX UNIV,SCH BUSINESS,LONDON N17 8HR,ENGLAND.
CR ARMISTEAD CA, 1994, FUTURE SERVICES MANA, P34
   Berry L. L, 1990, SLOAN MANAGE REV, P9
   BOADEN RJ, 1993, BRIT ACADEMY MANAGEM
   COLLINS B, 1994, FUTURE SERVICES MANA
   Crosby P., 1979, QUALITY IS FREE
   DALE B, 1992, TOTAL QUALITY HUMAN, P19
   DALE B. G., 1994, MANAGING QUALITY
   FROST T, 1984, ECONOMIST       0715
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   GOODSTEIN L, 1991, ORG DYNAMICS     SPR, P5
   GRONROOS C, 1984, EUR J MARKETING, V18, P36, DOI 10.1108/EUM0000000004784
   Gummesson E., 1993, QUALITY MANAGEMENT S
   HESKETT JL, 1991, HARVARD BUSINESS NOV, P71
   HILL S, 1991, WORK EMPLOY SOC, V5, P397, DOI 10.1177/0950017091005003005
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   Ishikawa K., 1976, TOTAL QUALITY MANAGE
   KEARNEY AT, 1992, TQM MAGAZINE
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   NADLER DA, 1993, MANAGING CHANGE, P93
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   PAYNE BJ, 1990, QUALITY FORUM, V16, P5
   PITMAN B, 1994, TIMES           1028
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   SCHNEIDER B, 1985, J APPL PSYCHOL, V70, P423, DOI 10.1037/0021-9010.70.3.423
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   Smith H.W., 1975, STRATEGIES SOCIAL RE
   TILSTON D, 1989, 1199 PA CONS GROUP S
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   WILKINSON A, 1994, [No title captured], V5, P33
   WILKINSON A, 1991, EMPL RELAT, V13, P24
   Williams A, 1989, CHANGING CULTURE
   YIN RK, 1994, APPLIED SOCIAL RES M, V5, P7
   1990, LABOUR MARKET Q  FEB
NR 42
TC 21
Z9 21
U1 0
U2 11
PU MCB UNIV PRESS LTD
PI BRADFORD
PA 60/62 TOLLER LANE, BRADFORD, W YORKSHIRE, ENGLAND BD8 9BY
SN 0048-3486
J9 PERS REV
JI Pers. Rev.
PY 1995
VL 24
IS 7
BP 25
EP &
DI 10.1108/00483489510095789
PG 0
WC Industrial Relations & Labor; Psychology, Applied; Management
SC Business & Economics; Psychology
GA TD713
UT WOS:A1995TD71300003
DA 2020-02-20
ER

PT J
AU BUZZACCHI, L
   COLOMBO, MG
   MARIOTTI, S
AF BUZZACCHI, L
   COLOMBO, MG
   MARIOTTI, S
TI TECHNOLOGICAL REGIMES AND INNOVATION IN SERVICES - THE CASE OF THE
   ITALIAN BANKING INDUSTRY
SO RESEARCH POLICY
LA English
DT Article
ID ADOPTION
AB In this paper we propose a conceptual model to analyse innovations originating from the diffusion of Information Technologies in the banking sector. We argue that technical change in this industry exhibits a revolutionary character. A distinction is made between the 'mass automation' regime, focusing mainly on the mechanization of back-office procedures in the 1960s and 1970s, and the 'smart automation' regime, originating from the introduction of distributed data processing and network technologies and centered around the supply of electronic banking services. A theoretical model is developed which emphasizes the crucial role played by demand-pull variables in stimulating innovative behaviour under the smart automation regime. In contrast, limited importance is attributed to cumulative and learning-by-doing effects relating to back-office automation, at least for banks endowed with sufficient absorptive capacity. The theoretical hypotheses are tested through an econometric analysis of the determinants of the innovative behaviour in electronic payment systems of a sample of Italian commercial banks.
C1 POLITECN MILAN, DIPARTIMENTO ECON & PROD, I-20133 MILAN, ITALY.
RP BUZZACCHI, L (reprint author), POLITECN TORINO, DIPARTIMENTO SISTEMI PROD & ECON AZIENDA, TURIN, ITALY.
OI Buzzacchi, Luigi/0000-0001-7670-6665; Colombo, Massimo
   G./0000-0003-0373-1565
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NR 32
TC 34
Z9 36
U1 0
U2 19
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0048-7333
J9 RES POLICY
JI Res. Policy
PD JAN
PY 1995
VL 24
IS 1
BP 151
EP 168
DI 10.1016/0048-7333(93)00756-J
PG 18
WC Management
SC Business & Economics
GA QC083
UT WOS:A1995QC08300009
DA 2020-02-20
ER

PT J
AU RUSSLER, TC
   EPSTEIN, SH
AF RUSSLER, TC
   EPSTEIN, SH
TI DISCLOSURE OF CUSTOMER INFORMATION TO 3RD PARTIES - WHEN IS THE BANK
   LIABLE
SO BANKING LAW JOURNAL
LA English
DT Article
AB In connection with deposits, loan applications, and other more complex financial transactions, people provide financial information to banks. Faced with third-party requests for this information, a bank has to consider two sometimes conflicting legal duties: (1) its duty of confidentiality to its customer and (2) its duty in special circumstances to disclose customer information to third parties. These duties, developed by the courts, often go beyond the traditional contractual duties of debtor and creditor. The authors examine the case law interpreting these duties and explain what the bank must do when it is caught in a conflict between the duty of confidentiality to its customer and the duty to disclose information to a third party. Also discussed is the choice of law issue: What state's law is controlling when the bank is in one state, the customer in another, and the third-party in yet another?
C1 CHASE MANHATTAN BANK NA, NEW YORK, NY USA.
RP RUSSLER, TC (reprint author), MUDGE ROSE GUTHRIE ALEXANDER & FERDON, NEW YORK, NY USA.
CR BROOKS, 1990, AM BANKER
   HUHS RE, 1991, BANKING LAW J, V108, P30
   LEFLAR RA, 1966, NEW YORK U LAW REV, V41, P267
   ZISSER, S FLA BUS J, P22
   1990, ALR, V81, P377
   1990, ALR, V81, P381
NR 6
TC 0
Z9 0
U1 0
U2 0
PU A S PRATT & SONS
PI WASHINGTON
PA 805 FIFTEENTH STREET, NW, THIRD FL, WASHINGTON, DC 20005-2207 USA
SN 0005-5506
J9 BANKING LAW J
JI Bank. Law J.
PD MAY-JUN
PY 1994
VL 111
IS 3
BP 258
EP 291
PG 34
WC Business, Finance; Law
SC Business & Economics; Government & Law
GA ND175
UT WOS:A1994ND17500003
DA 2020-02-20
ER

PT J
AU SCHNIEDERJANS, MJ
   LOCH, KD
AF SCHNIEDERJANS, MJ
   LOCH, KD
TI AN AID FOR STRATEGIC MARKETING IN THE BANKING INDUSTRY - A MARKOV
   ANALYSIS
SO COMPUTERS & OPERATIONS RESEARCH
LA English
DT Article
AB This study illustrates the use of Markov analysis as a strategic planning method in the banking industry. A Markov model is developed and applied to demonstrate its use in the market segmentation problem for a medium-sized mid-western U.S. banking organization. The results of this study show that a bank can project service usage, segmented by product service markets. In addition, this study refutes an earlier study which used hypothetical data and assumed a stable, nonvolatile banking environment.
C1 GEORGIA STATE UNIV,COLL BUSINESS ADM,DEPT MANAGEMENT,ATLANTA,GA 30303.
RP SCHNIEDERJANS, MJ (reprint author), UNIV NEBRASKA,COLL BUSINESS ADM,DEPT MANAGEMENT,LINCOLN,NE 68588, USA.
CR COMPTON EN, 1987, NEW WORLD COMMERCIAL
   CRANE DB, 1970, J BANK RES, V1, P49
   EDWARDS RD, 1985, US BANK, V96, P12
   ERIKSON WJ, 1986, COMPUTER MODELS MANA
   FRYDMAN H, 1985, OPER RES, V33, P1203, DOI 10.1287/opre.33.6.1203
   KWAK NK, 1986, SOCIO ECON PLAN SCI, V20, P311, DOI 10.1016/0038-0121(86)90040-6
   LACKMAN CL, 1978, J BANK RES, V9, P186
   LEE SM, 1990, MICRO MANAGEMENT SCI
   LEE SM, 1990, MANAGE SCI, P461
   MARKLAND RD, 1989, TOPICS MANAGEMENT SC, P542
   OLIVER GA, 1978, BANKERS HDB, P834
   OLSON LM, 1979, J BANK RES, V10, P102
   ROBERTSON DH, 1977, J BANK RES, V7, P276
   ROSENBERG RM, 1978, BANKERS HDB, P949
   ROUSSAKIS EN, 1984, COMMERCIAL BANKING E
   SHARPIRO IJ, 1973, MARKETING TERMS DEFI
   ZANAKIS SH, 1986, DECISION SCI, V17, P114, DOI 10.1111/j.1540-5915.1986.tb00216.x
NR 17
TC 2
Z9 3
U1 0
U2 2
PU PERGAMON-ELSEVIER SCIENCE LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD, ENGLAND OX5 1GB
SN 0305-0548
J9 COMPUT OPER RES
JI Comput. Oper. Res.
PD MAR
PY 1994
VL 21
IS 3
BP 281
EP 287
DI 10.1016/0305-0548(94)90090-6
PG 7
WC Computer Science, Interdisciplinary Applications; Engineering,
   Industrial; Operations Research & Management Science
SC Computer Science; Engineering; Operations Research & Management Science
GA MW539
UT WOS:A1994MW53900005
DA 2020-02-20
ER

PT J
AU SHARP, JM
AF SHARP, JM
TI RETURNING CONFIDENCE TO PREPETITION FORECLOSURE SALES UNDER THE
   BANKRUPTCY CODE - SCRUTINIZING FEDERAL-POLICY AND A VAGUE STATUTE
SO AMERICAN BUSINESS LAW JOURNAL
LA English
DT Article
ID FRAUDULENT
AB From the inception of the Bankruptcy Reform Act of 1978, courts have had difficulty determining the conditions, if any, upon which a prepetition real estate foreclosure sale can be set aside as a fraudulent conveyance.  This uncertainty creates a risk that negatively affects the prices bid at foreclosure sales.  As a result the value of the debtor's estate is lower than it otherwise would be, which contravenes a policy underlying section 548 of the act.  This article reviews the current law and then proposes an amendment to the Bankruptcy Code that provides a mechanism for resolving conflicts between state foreclosure laws and federal bankruptcy policy.
RP SHARP, JM (reprint author), PENN STATE UNIV,SMEAL COLL BUSINESS ADM,UNIVERSITY PK,PA 16802, USA.
CR ALDEN SM, 1983, BUS LAWYER, V38, P1605
   CASTANARES A, 1985, IDAHO L REV, V21, P517
   COPELAND TE, 1983, FINANCIAL THEORY COR, P294
   DALEY D, 1990, S ILL U L J, V14, P601
   DAVIS DD, 1993, EXPT EC, P125
   DETLING JS, 1988, U TOLEDO L REV, V19, P409
   EHRLICH SB, 1985, VA LAW REV, V71, P933, DOI 10.2307/1072916
   EHRLICH SB, 1985, VA LAW REV, V71, P963
   FAMA E, 1970, [No title captured], P383
   FORSYTHE R, 1982, ECONOMETRICA     MAY, P537
   GLAVES RA, 1990, J MARSHALL L REV, V23, P683
   HENNING WH, 1985, NC L REV, V63, P257
   KING L, 1988, COLLIER BANKRUPTCY, P548
   LAM VS, 1993, WASH LAW REV, V68, P673
   LOPEZ D, 1985, FORDHAM LAW REV, V53, P813
   SHUCHMAN P, 1987, CARDOZO L REV, V9, P605
   TIPON ES, 1992, A L R, V4, P693
   WALCOTT ML, 1987, NEB L REV, V66, P383
   WALSH WA, 1990, DEPAUL L REV, V40, P175
   ZINMAN RM, 1984, BUS LAWYER, V39, P977
   ZINMAN RM, 1988, CARDOZO L REV, V9, P1031
   ZINMAN RM, 1984, BUS LAW, V39, P989
NR 22
TC 2
Z9 2
U1 0
U2 1
PU AMER BUSINESS LAW JOURNAL
PI MILWAUKEE
PA C/O GREGORY NAPLES, MARQUETTE UNIV DEPT ACCOUNTING COLL BUSINESS ADM,
   MILWAUKEE, WI 53233
SN 0002-7766
J9 AM BUS LAW J
JI Am. Bus. Law J.
PY 1994
VL 32
IS 2
BP 185
EP 243
DI 10.1111/j.1744-1714.1994.tb00934.x
PG 59
WC Business; Law
SC Business & Economics; Government & Law
GA QC576
UT WOS:A1994QC57600003
DA 2020-02-20
ER

PT J
AU PRENDERGAST, GP
   MARR, NE
AF PRENDERGAST, GP
   MARR, NE
TI THE FUTURE OF SELF-SERVICE TECHNOLOGIES IN RETAIL BANKING
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
AB Self-service technologies have had a large impact on retail banking. The central objective of this study was to profile the future diffusion levels for a number of these self-service technologies: some of which are established and some of which are still in the pilot stage. To achieve this objective, a Delphi study was conducted with leading experts from both banks and technology supplying companies in New Zealand. This sample was split into five relevant panels. The results suggested that transaction-based services, for which banks traditionally charged a relatively low fee, are moving away from human tellers and towards self-service technology. This is freeing up time for human tellers, who are now being trained in the giving of advice related to high involvement banking services, and cross-selling. Fees for this new service have increased, and will increase, accordingly. Surprisingly, there were few major differences in the diffusion estimates across the panels - although the technology suppliers were consistently more optimistic than the bankers when it came to their estimates of the implementation and acceptance of self-service technology.
C1 MASSEY UNIV,DEPT MKT,PALMERSTON NORTH,NEW ZEALAND.
RP PRENDERGAST, GP (reprint author), UNIV ASTON,SCH BUSINESS,BIRMINGHAM B4 7ET,W MIDLANDS,ENGLAND.
CR *A AND CO, 1989, TRENDS ISS RET FIN S
   FUSFELD AR, 1971, BUSINESS HORIZONS, V14
   Linstone H. A, 1975, DELPHI METHOD TECHNI
   MARR NE, 1990, INT J BANK MARKETING, V8
   MCNAIR MP, 1958, COMPETITIVE DISTRIBU
   ROTH AV, 1989, J RETAIL BANKING, V11
   RULE JE, 1986, SO BANKER        AUG
   SMITH A, 1986, THESIS STIRLING U
   SMITH C, 1984, RETAIL BANKING 1990S
   TERSINE RJ, 1976, BUSINESS HORIZON APR
NR 10
TC 9
Z9 9
U1 1
U2 10
PU FRANK CASS CO LTD
PI LONDON
PA 11 GAINSBOROUGH ROAD, LONDON, ENGLAND E11 1RS
SN 0264-2069
J9 SERV IND J
JI Serv. Ind. J.
PD JAN
PY 1994
VL 14
IS 1
BP 94
EP 114
DI 10.1080/02642069400000007
PG 21
WC Management
SC Business & Economics
GA MU022
UT WOS:A1994MU02200007
DA 2020-02-20
ER

PT J
AU DOMOWITZ, I
   EOVALDI, TL
AF DOMOWITZ, I
   EOVALDI, TL
TI THE IMPACT OF THE BANKRUPTCY-REFORM-ACT OF 1978 ON CONSUMER BANKRUPTCY
SO JOURNAL OF LAW & ECONOMICS
LA English
DT Article
ID RATES
RP DOMOWITZ, I (reprint author), NORTHWESTERN UNIV,EVANSTON,IL 60201, USA.
CR BOX GEP, 1975, J AM STAT ASSOC, V70, P70, DOI 10.2307/2285379
   BOYES WJ, 1986, J LAW ECON, V29, P139, DOI 10.1086/467112
   BRANDT WK, 1975, J CONSUM AFF, V9, P15, DOI 10.1111/j.1745-6606.1975.tb00546.x
   CARTER C, 1982, FEDERAL RESERVE BANK, P20
   COHEN MS, 1980, N CAROLINA LAW REV, V58, P681
   *CR RES CTR, 1982, MONOGR PURD U, V24
   *CR RES CTR, 1982, MONOGR PURD U, V23
   DOMOWITZ I, 1982, J ECONOMETRICS, V20, P35, DOI 10.1016/0304-4076(82)90102-6
   DOMOWITZ I, 1986, UNPUB TESTING SERIAL
   DOMOWITZ I, 1991, UNPUB DETERMINANTS
   DOMOWITZ I, 1987, UNPUB IMPACT BANKRUP
   Eckstein O., 1986, AM BUSINESS CYCLE CO, P39
   KOWALEWSKI KJ, 1982, FEDERAL RESERVE  SPR, P1
   Maddala GS, 1977, ECONOMETRICS
   MANDELL L, 1971, J FINANC, V26, P1143
   Pagan A. R, 1983, ECONOMET REV, V2, P159, DOI DOI 10.1080/07311768308800039
   PETERSON RL, 1984, J ECON BUS, V36, P95, DOI 10.1016/0148-6195(84)90015-8
   PFEILSTICKER PJ, 1980, J RETAIL BANKING, V2, P7
   RUST J, 1989, EC AGING, P339
   SHEPARD L, 1984, J CONSUM AFF, V18, P213, DOI 10.1111/j.1745-6606.1984.tb00329.x
   SHEPARD L, 1984, J LAW ECON, V27, P419, DOI 10.1086/467072
   SHUCHMAN P, 1982, AM BANKRUPT LAW J, V56, P1
   Shuchman Philip, 1972, COM LJ, V77, P360
   STANLEY D, 1971, BANKRUPTCY PROBLEM P
   SULLIVAN TA, 1989, WE FORGIVE OUR DEBTO
   *US COMPTR GEN, 1983, GAOGGD8354 US GEN AC
   WHITE H, 1980, ECONOMETRICA, V48, P817, DOI 10.2307/1912934
   WHITE MJ, 1987, IND LJ, V63, P1
   ZARNOWITZ V, 1985, J ECON LIT, V23, P523
NR 29
TC 28
Z9 28
U1 0
U2 0
PU UNIV CHICAGO PRESS
PI CHICAGO
PA 5720 S WOODLAWN AVE, CHICAGO, IL 60637
SN 0022-2186
J9 J LAW ECON
JI J. Law Econ.
PD OCT
PY 1993
VL 36
IS 2
BP 803
EP 835
DI 10.1086/467298
PG 33
WC Economics; Law
SC Business & Economics; Government & Law
GA MT215
UT WOS:A1993MT21500005
DA 2020-02-20
ER

PT J
AU HOWCROFT, B
   BECKETT, A
AF HOWCROFT, B
   BECKETT, A
TI CHANGE IN UK BANK BRANCH NETWORKS - A CUSTOMER PERSPECTIVE
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
AB Branch networks evolved to attract relatively cheap retail deposits through the convenience of branch locations and branch-based payment systems. Traditionally, they provided a highly effective mechanism for administering, collecting and delivering cash and helped to promote an extensive range of associated lending and ancillary services. However, the importance of branch networks is only tenable provided that the conditions which determined their historical position continue to apply. The most important of these conditions are that the market continues to respond to it and that it will remain the basis for existing and emerging patterns of competitive behaviour. With this consideration in mind and against a background of unprecedented change in the financial services markets, the article attempts to assess the future validity of branch networks by obtaining the opinions of customers on a range of important issues currently confronting banking institutions with comprehensive branch networks.
C1 BOURNEMOUTH UNIV,FINANCIAL SERV RES CTR,BOURNEMOUTH BH12 5BB,DORSET,ENGLAND.
RP HOWCROFT, B (reprint author), LOUGHBOROUGH UNIV TECHNOL,CTR BANKING,LOUGHBOROUGH LE11 3TU,LEICS,ENGLAND.
CR Barnes P, 1985, J BUSINESS FINANCE A, V12, P75
   BELTON EF, 1989, CANADIAN INSURANCE, V94, P16
   CARON JK, 1987, BOTTOMLINE, V14, P27
   CHANDLER GD, 1984, BANKERS MAGAZINE NOV, V167, P30
   CROSBY LA, 1987, J MARKETING RES, V24, P404, DOI 10.2307/3151388
   DOYLE P, 1979, J OPER RES SOC, V30, P105, DOI 10.1057/jors.1979.23
   FAUST WH, 1990, BANKERS MAG      JAN, V173, P30
   FRIARS EM, 1985, BANKERS MAG      MAY, V168, P45
   GINARLIS J, 1988, SAVINGS WAR COMPETIT
   GREEN CF, 1982, J I BANKERS, V103, P114
   Hall M, 1987, CITY REVOLUTION CAUS
   HOWCROFT JB, 1982, INT J SERVICE IND MA, V3, P39
   KIBALL RC, 1989, J RETAIL BANKING, V11, P4
   KIMBALL RC, 1990, J RETAIL BANK, V12, P13
NR 14
TC 4
Z9 4
U1 0
U2 2
PU FRANK CASS CO LTD
PI LONDON
PA 11 GAINSBOROUGH ROAD, LONDON, ENGLAND E11 1RS
SN 0264-2069
J9 SERV IND J
JI Serv. Ind. J.
PD OCT
PY 1993
VL 13
IS 4
BP 267
EP 288
DI 10.1080/02642069300000073
PG 22
WC Management
SC Business & Economics
GA MA491
UT WOS:A1993MA49100007
DA 2020-02-20
ER

PT J
AU FIXLER, DJ
AF FIXLER, DJ
TI MEASURING FINANCIAL SERVICE OUTPUT AND PRICES IN COMMERCIAL BANKING
SO APPLIED ECONOMICS
LA English
DT Article
ID ECONOMIES; SCALE; PRODUCTIVITY; MONETARY
AB Despite the importance of commercial banks as a major provider of financial services, a bank output price index for financial services has not been developed. This paper derives such an index from the economic theory of financial firms and the application of the user cost of money concept. The derived index is superlative, non-parametric and of the Tornqvist type. An empirical application using the Federal Reserve's functional cost analysis data for banks with deposits over 200 million dollars shows that these banks experienced an output growth of 7% over the years 1985-88 and financial services prices declined by 2%.
RP FIXLER, DJ (reprint author), US BUR LABOR STAT,DIV PRICE & INDEX NUMBER RES,2 MASSACHUSETTS AVE NE,ROOM 3105,WASHINGTON,DC 20212, USA.
CR BAILY MN, 1988, BROOKINGS PAPERS EC, V2, P347, DOI DOI 10.2307/2534534
   BARNETT W, 1992, 168 WASH U DEP EC WO
   BARNETT WA, 1980, J ECONOMETRICS, V14, P11, DOI 10.1016/0304-4076(80)90070-6
   Benston G. J., 1972, J MONEY CREDIT BANK, V4, P312
   BENSTON GJ, 1982, J MONEY CREDIT BANK, V14, P435, DOI 10.2307/1991654
   BERGER AN, 1987, J MONETARY ECON, V20, P501, DOI 10.1016/0304-3932(87)90039-0
   CAVES DW, 1982, ECONOMETRICA, V50, P1393, DOI 10.2307/1913388
   CLARK JA, 1984, J MONEY CREDIT BANK, V16, P53, DOI 10.2307/1992648
   Diewert W.E., 1976, J ECONOMETRICS, V4, P115, DOI DOI 10.1016/0304-4076(76)90009-9
   DIEWERT WE, 1986, ECON J, V96, P659, DOI 10.2307/2232984
   DIEWERT WE, 1986, 8633 U BRIT COL DISC
   DONOVAN DJ, 1978, INT MONET FUND S PAP, V25, P676
   *FED RES SYST, 1987, NAT REP AV COMM BANK
   *FED RES SYST, 1988, NAT REP AV COMM BANK
   *FED RES SYST, 1986, NAT REP AV COMM BANK
   *FED RES SYST, 1985, NAT REP AV COMM BANK
   Fisher I., 1927, MAKING INDEX NUMBERS
   FIXLER D, 1991, ECON INQ, V29, P53, DOI 10.1111/j.1465-7295.1991.tb01252.x
   FRISCH R, 1930, AM STAT ASS J, V25, P397
   GORMAN JA, 1969, PRODUCTION PRODUCTIV
   GREENBAUM SI, 1967, J POLIT ECON, V75, P461, DOI 10.1086/259318
   GRILICHES Z, 1961, GEN SERIES, V73, P173
   HANCOCK D, 1985, J POLIT ECON, V93, P859, DOI 10.1086/261339
   INMAN RP, 1985, MANAGING SERVICE EC
   MOHR MF, 1992, OUTPUT MEASUREMENT S
   REECE WS, 1987, ECON LETT, P85
   SEALEY CW, 1977, J FINANC, V32, P1251, DOI 10.2307/2326527
   1990, FED RESERVE B
NR 28
TC 8
Z9 8
U1 0
U2 4
PU ROUTLEDGE
PI LONDON
PA 11 NEW FETTER LANE, LONDON, ENGLAND EC4P 4EE
SN 0003-6846
J9 APPL ECON
JI Appl. Econ.
PD JUL
PY 1993
VL 25
IS 7
BP 983
EP 993
DI 10.1080/00036849300000078
PG 11
WC Economics
SC Business & Economics
GA LL655
UT WOS:A1993LL65500014
DA 2020-02-20
ER

PT J
AU PERRIEN, J
   FILIATRAULT, P
   RICARD, L
AF PERRIEN, J
   FILIATRAULT, P
   RICARD, L
TI THE IMPLEMENTATION OF RELATIONSHIP MARKETING IN COMMERCIAL BANKING
SO INDUSTRIAL MARKETING MANAGEMENT
LA English
DT Article
AB Buyer-seller relationships are attracting increasing interest among practitioners. However, the issue of implementing relationship marketing within an organization has not yet been tackled. On the basis of data derived from the banking industry, the authors argue that implementation of a relational approach to seller-buyer exchanges is a strategic issue impacting on major corporate decisions such as the definition of profit centers, human resources management, and organizational structure.
RP PERRIEN, J (reprint author), UNIV QUEBEC,DEPT ADM SCI,CP 6192,SUC A,MONTREAL H3C 4R2,QUEBEC,CANADA.
CR ARNDT J, 1979, J MARKETING, V43, P69, DOI 10.2307/1250272
   BARKET AT, 1985, INT J BANK MARKETING, V3, P28
   Berry L.L., 1982, J RETAIL BANK, V4, P64
   BONOMA TV, 1988, SLOAN MANAGEMENT WIN, P7
   BOOMS BH, 1981, MARKETING SERVICES, P47
   BROKER G, 1989, CONCURRENCE SECTEUR
   CLAXTON JD, 1980, J CONSUM RES, V7, P308, DOI 10.1086/208818
   CONGRAM CA, 1987, ADD VALUE YOUR SERVI
   CROSBY LA, 1990, J MARKETING, V54, P68, DOI 10.2307/1251817
   Day A, 1985, INT J BANK MARK, V3, P60
   Donnelly Jr. J.H., 1985, MARKETING FINANCIAL
   DWYER FR, 1987, J MARKETING, V51, P11, DOI 10.2307/1251126
   FISHER PE, 1985, J RETAIL BANKING, V7, P23
   FORD D, 1990, EUR J MARKETING, V14, P339
   GRONROOS C, 1990, J BUS RES, V20, P3, DOI 10.1016/0148-2963(90)90037-E
   Gronroos C., 1989, EUR J MARKETING, V23, P52, DOI DOI 10.1108/EUM0000000000541
   GRONROOS C, 1989, MARKETING THOUGHT PR, P497
   HUNT SD, 1983, J MARKETING, V47, P9, DOI 10.2307/1251394
   JACKSON BB, 1985, HARVARD BUSINESS NOV, P120
   LEVITT T, 1983, [No title captured], P87
   Macneil I. R., 1980, NEW SOCIAL CONTRACT
   MORIARTY RT, 1983, SLOAN MANAGE REV, V24, P3
   SCANZONI, 1979, SOCIAL EXCHANGE DEV
   Sonnenberg F K, 1988, J Bus Strategy, V9, P60, DOI 10.1108/eb039231
   TURNBULL BG, 1987, SOMATOSENS MOT RES, V5, P19, DOI 10.3109/07367228709144616
   Watson I., 1986, INT J BANK MARK, V4, P19
NR 26
TC 34
Z9 34
U1 2
U2 7
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA 655 AVENUE OF THE AMERICAS, NEW YORK, NY 10010
SN 0019-8501
J9 IND MARKET MANAG
JI Ind. Mark. Manage.
PD MAY
PY 1993
VL 22
IS 2
BP 141
EP 148
DI 10.1016/0019-8501(93)90040-E
PG 8
WC Business; Management
SC Business & Economics
GA KY974
UT WOS:A1993KY97400009
DA 2020-02-20
ER

PT J
AU CHASTON, I
AF CHASTON, I
TI DELIVERING CUSTOMER SATISFACTION WITHIN THE SME CLIENT BANKER
   RELATIONSHIP
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
AB The UK clearing banks, having significantly improved their customer service reputation in the UK SME (Small and Medium Size Enterprise) sector, may be revising their market position during the current recession. A survey of people starting a new business and bankers reveals that both owner/managers and bankers feel the quality of the customer-bank relationship may have deteriorated. This situation has implications for both the availability of funds for new small business and the future strategies of the UK banks when servicing SME sector clients. A customer management model is proposed as a mechanism for classifying variation in owner/manager needs for financial service. The model is used to assess the nature of customer service which a bank may wish to provide to their different types of small business client.
RP CHASTON, I (reprint author), UNIV PLYMOUTH,SCH BUSINESS,CTR MANAGEMENT,PLYMOUTH PL4 8AA,ENGLAND.
CR BAND W, 1991, CREATING VALUE CUSTO
   CHADWICK L, 1982, MANAGEMENT ACCOUNTIN, V60
   CHASTON I, 1987, BANKING WORLD, V5
   CHASTON I, 1990, MANAGING MARKETING E
   CHASTON I, 1987, ACCOUNTANCY, V100
   CHASTON I, 1988, BANKING WORLD, V6
   Hooley G. J., 1988, SERV IND J, V8, P488
   HOWCROFT JB, 1986, BANKING WORLD, V4
   JACKSON BB, 1985, WINNING KEEPING IND
   Kotler P, 1988, MARKETING MANAGEMENT
   LABARBERA PA, 1983, J MARKETING RES, V20, P393, DOI 10.2307/3151443
   LOSCIUTO LA, 1967, J MARKETING RES, V4, P286, DOI 10.2307/3149461
   LOVELOCK CH, 1984, SERVICE MARKETING
   THORNHILL S, 1989, BANKING WORLD, V7
   1987, STUDY DETEERMINE REA
NR 15
TC 2
Z9 2
U1 0
U2 3
PU FRANK CASS CO LTD
PI LONDON
PA 11 GAINSBOROUGH ROAD, LONDON, ENGLAND E11 1RS
SN 0264-2069
J9 SERV IND J
JI Serv. Ind. J.
PD JAN
PY 1993
VL 13
IS 1
BP 98
EP 111
DI 10.1080/02642069300000006
PG 14
WC Management
SC Business & Economics
GA KT543
UT WOS:A1993KT54300006
DA 2020-02-20
ER

PT J
AU BRIMMER, AF
AF BRIMMER, AF
TI THE DILEMMA OF BLACK BANKING - LENDING RISKS VS COMMUNITY-SERVICE
SO REVIEW OF BLACK POLITICAL ECONOMY
LA English
DT Article
AB Black-owned banks face a serious dilemma: founded primarily to help fill the gap between the demand for and supply of credit to the black community, the more they try to respond positively, the greater is the probability that they will fail. The paradox arises from the exceptional risks these lenders must assume when they extend credit to individuals who suffer from above-average instability of employment and income, or to black-owned businesses, which have high rates of bankruptcy. The failure of Freedom National Bank in November 1990 illustrates the adverse consequences of assuming excessive risks.
C1 UNIV MASSACHUSETTS,ECON,AMHERST,MA 01003.
RP BRIMMER, AF (reprint author), BRIMMER & CO INC,WASHINGTON,DC 20007, USA.
NR 0
TC 7
Z9 7
U1 0
U2 1
PU NATL ECON ASSN ATLANTA UNIV CENTER
PI ATLANTA
PA 360 WESTVIEW DR SW, ATLANTA, GA 30310
SN 0034-6446
J9 REV BLACK POLIT ECON
JI Rev. Black Polit. Econ.
PD WIN
PY 1992
VL 20
IS 3
BP 5
EP 29
DI 10.1007/BF02689932
PG 25
WC Economics; Ethnic Studies
SC Business & Economics; Ethnic Studies
GA HQ416
UT WOS:A1992HQ41600001
DA 2020-02-20
ER

PT J
AU RUBINSTEIN, M
AF RUBINSTEIN, M
TI EFFECTIVE INDUSTRIAL MARKETING WITH A PIGGY-BANK BUDGET
SO INDUSTRIAL MARKETING MANAGEMENT
LA English
DT Article
RP RUBINSTEIN, M (reprint author), MET FINISHING CONSULTANT,1 UNIV PL,SUITE 21D,NEW YORK,NY 10003, USA.
NR 0
TC 0
Z9 0
U1 0
U2 0
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA 655 AVENUE OF THE AMERICAS, NEW YORK, NY 10010
SN 0019-8501
J9 IND MARKET MANAG
JI Ind. Mark. Manage.
PD AUG
PY 1992
VL 21
IS 3
BP 203
EP 214
DI 10.1016/0019-8501(92)90017-N
PG 12
WC Business; Management
SC Business & Economics
GA JR667
UT WOS:A1992JR66700004
DA 2020-02-20
ER

PT J
AU FRIEDRICH, CW
AF FRIEDRICH, CW
TI SERVICE TAKES NOVEL-APPROACH TO DEDUCTIBILITY VERSUS CAPITALIZATION OF
   BANKRUPTCY EXPENSES
SO JOURNAL OF REAL ESTATE TAXATION
LA English
DT Article
C1 BERNSTEIN SHUR SAWYER & NELSON,PORTLAND,ME.
CR FRIEDRICH CW, J CORPORATE TAXATION
   1992, WALL ST J       0212, pA2
NR 2
TC 0
Z9 0
U1 0
U2 0
PU WARREN GORHAM LAMONT INC
PI BOSTON
PA 31 SAINT JAMES AVE 4TH FLOOR, BOSTON, MA 02116-4101
SN 0093-5107
J9 J REAL ESTATE TAX
JI J. Real Estate Tax.
PD SUM
PY 1992
VL 19
IS 4
BP 347
EP 352
PG 6
WC Business, Finance
SC Business & Economics
GA HU523
UT WOS:A1992HU52300006
DA 2020-02-20
ER

PT J
AU CLARKE, DG
   MCDONALD, JB
AF CLARKE, DG
   MCDONALD, JB
TI GENERALIZED BANKRUPTCY MODELS APPLIED TO PREDICTING CONSUMER-CREDIT
   BEHAVIOR
SO JOURNAL OF ECONOMICS AND BUSINESS
LA English
DT Article
ID RETURNS
AB Although it is well known that many financial variables do not behave according to the assumptions of commonly used statistical methodologies, it has been generally assumed that the robustness of these methodologies assures adequately accurate results.  Recent work in the econometrics literature has explored the use of estimation methodologies that are appropriate for variables that do not have symmetric or normal distributions.  This article explores the application of the EGB2 family of distributions to the problem of predicting bankruptcy and offering consumer credit.  The distributions of the forecasts of good and bankrupt accounts violate many of the assumptions of the multiple discriminant analysis methodology used in most commercial bankruptcy forecasting models.
   The importance of the criterion used to classify good and bankrupt accounts is also considered.  Since there is a positive payoff to the correct classification of good accounts, minimizing the number or expected costs of misclassifications does not maximize the expected economic return.
   The theoretical development is demonstrated on a data base of more than 16,000 observations of demographic and credit variables of bankrupt and solvent households.  The performance of the various classification models is tested on a holdout sample of more than 11,000 observations.  Although the generalized distribution is found to be statistically superior to discriminant analysis, the managerial importance of this superiority is seen to vary with the characteristics of the bankruptcy forecasting problem.
C1 BRIGHAM YOUNG UNIV,ECON,PROVO,UT 84602.
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NR 15
TC 6
Z9 6
U1 0
U2 0
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA 655 AVENUE OF THE AMERICAS, NEW YORK, NY 10010
SN 0148-6195
J9 J ECON BUS
PD FEB
PY 1992
VL 44
IS 1
BP 47
EP 62
DI 10.1016/0148-6195(92)90006-V
PG 16
WC Business, Finance
SC Business & Economics
GA HE941
UT WOS:A1992HE94100004
DA 2020-02-20
ER

PT J
AU HULS, N
AF HULS, N
TI AMERICAN INFLUENCES ON EUROPEAN CONSUMER BANKRUPTCY LAW
SO JOURNAL OF CONSUMER POLICY
LA English
DT Article
AB In this paper the author discusses some aspects of the problems and possibilities concerning the introduction in Europe of elements of the Fresh Start doctrine for consumers as embedded in the US Bankruptcy Code. He describes the USA as a society with a restricted social security system and a rather radical Fresh Start policy (discharge of debts, exemptions, etc.). By contrast the West European countries have a well developed system of social security and a lifelong liability for debts. Because many people in Europe are facing debt problems, several governments have been looking for American-like solutions to overindebtedness. After describing the political underpinning of this project, the author discusses some recent developments and perspectives.
RP HULS, N (reprint author), LEYDEN INST LAW & PUBL POLICY,HERENGRACHT 48,2312 LE LEIDEN,NETHERLANDS.
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NR 31
TC 9
Z9 9
U1 0
U2 3
PU KLUWER ACADEMIC PUBL
PI DORDRECHT
PA SPUIBOULEVARD 50, PO BOX 17, 3300 AA DORDRECHT, NETHERLANDS
SN 0168-7034
J9 J CONSUM POLICY
PY 1992
VL 15
IS 2
BP 125
EP 142
DI 10.1007/BF01352132
PG 18
WC Business
SC Business & Economics
GA JV051
UT WOS:A1992JV05100001
DA 2020-02-20
ER

PT J
AU SLOVIN, MB
   SUSHKA, ME
   POLONCHEK, JA
AF SLOVIN, MB
   SUSHKA, ME
   POLONCHEK, JA
TI RESTRUCTURING TRANSACTIONS BY BANK-HOLDING COMPANIES - THE VALUATION
   EFFECTS OF SALE-AND-LEASEBACKS AND DIVESTITURES
SO JOURNAL OF BANKING & FINANCE
LA English
DT Article
ID SPIN-OFF ANNOUNCEMENTS; SHAREHOLDER WEALTH; INFORMATION; EARNINGS;
   HYPOTHESIS; DECISIONS; RETURNS; MARKET; FIRMS
C1 LOUISIANA STATE UNIV, BATON ROUGE, LA 70803 USA.
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   OKLAHOMA STATE UNIV, STILLWATER, OK 74078 USA.
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NR 31
TC 6
Z9 6
U1 0
U2 5
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0378-4266
EI 1872-6372
J9 J BANK FINANC
JI J. Bank Financ.
PD APR
PY 1991
VL 15
IS 2
BP 237
EP 255
DI 10.1016/0378-4266(91)90066-U
PG 19
WC Business, Finance; Economics
SC Business & Economics
GA FN978
UT WOS:A1991FN97800001
DA 2020-02-20
ER

PT J
AU RYMES, TK
AF RYMES, TK
TI ON INTERNATIONAL-TRADE IN BANKING SERVICES
SO REVIEW OF INCOME AND WEALTH
LA English
DT Article; Proceedings Paper
CT 21ST GENERAL CONF OF THE INTERNATIONAL ASSOC FOR RESEARCH IN INCOME AND
   WEALTH
CY AUG, 1989
CL LAHNSTEIN, FED REP GER
SP INT ASSOC RES INCOME & WEALTH
ID MONEY
RP RYMES, TK (reprint author), CARLETON UNIV,OTTAWA K1S 5B6,ONTARIO,CANADA.
CR ACHESON K, 1977, J MONEY CREDIT BANK, V9, P447, DOI 10.2307/1991965
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   Moore B., 1988, HORIZONTALISTS VERTI
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NR 31
TC 0
Z9 0
U1 0
U2 0
PU INT ASSN RES INCOME WEALTH
PI NEW YORK
PA NEW YORK UNIVERSITY 269 MERCER ST ROOM 700, NEW YORK, NY 10003
SN 0034-6586
J9 REV INCOME WEALTH
JI Rev. Income Wealth
PD DEC
PY 1990
IS 4
BP 403
EP 412
PG 10
WC Economics
SC Business & Economics
GA EQ313
UT WOS:A1990EQ31300006
DA 2020-02-20
ER

PT J
AU SHARPE, SA
AF SHARPE, SA
TI ASYMMETRIC INFORMATION, BANK LENDING, AND IMPLICIT CONTRACTS - A
   STYLIZED MODEL OF CUSTOMER RELATIONSHIPS
SO JOURNAL OF FINANCE
LA English
DT Article
RP SHARPE, SA (reprint author), FED RESERVE SYST, DIV RES & STAT, WASHINGTON, DC 20551 USA.
RI Sharpe, Steven/R-6988-2019
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NR 22
TC 687
Z9 697
U1 2
U2 45
PU AMER FINANCE ASSN
PI NEW YORK
PA 44 WEST FOURTH ST, STE 9-190, NEW YORK, NY 10012
SN 0022-1082
J9 J FINANC
JI J. Financ.
PD SEP
PY 1990
VL 45
IS 4
BP 1069
EP 1087
DI 10.2307/2328715
PG 19
WC Business, Finance; Economics
SC Business & Economics
GA DZ481
UT WOS:A1990DZ48100004
DA 2020-02-20
ER

PT J
AU PARE, TP
AF PARE, TP
TI BANKS DISCOVER THE CONSUMER
SO FORTUNE
LA English
DT Article
NR 0
TC 0
Z9 0
U1 0
U2 0
PU TIME INC
PI NEW YORK
PA TIME & LIFE BUILDING ROCKEFELLER CENTER, NEW YORK, NY 10020-1393
SN 0015-8259
J9 FORTUNE
JI Fortune
PD FEB 12
PY 1990
VL 121
IS 4
BP 96
EP &
PG 0
WC Business
SC Business & Economics
GA CK458
UT WOS:A1990CK45800013
DA 2020-02-20
ER

PT J
AU GARDNER, MJ
   MILLS, DL
AF GARDNER, MJ
   MILLS, DL
TI COMPARATIVE FINANCIAL PORTFOLIOS OF BANK AND NONBANK CUSTOMERS -
   EVIDENCE FROM THE SURVEY OF CONSUMER FINANCES
SO AKRON BUSINESS AND ECONOMIC REVIEW
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DT Article
RP GARDNER, MJ (reprint author), ILLINOIS WESLEYAN UNIV,FINANCE,BLOOMINGTON,IL 61701, USA.
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NR 13
TC 0
Z9 0
U1 0
U2 1
PU AKRON BUS ECON REV
PI AKRON
PA UNIV AKRON, KOLBE HALL, AKRON, OH 44325
SN 0044-7048
J9 AKRON BUS ECON REV
PD WIN
PY 1989
VL 20
IS 4
BP 50
EP 68
PG 19
WC Business; Economics
SC Business & Economics
GA CD460
UT WOS:A1989CD46000004
DA 2020-02-20
ER

PT J
AU SEKARAN, U
AF SEKARAN, U
TI PATHS TO THE JOB-SATISFACTION OF BANK EMPLOYEES
SO JOURNAL OF ORGANIZATIONAL BEHAVIOR
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RP SEKARAN, U (reprint author), SO ILLINOIS UNIV,DEPT MANAGEMENT,CARBONDALE,IL 62901, USA.
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TC 29
Z9 30
U1 0
U2 12
PU JOHN WILEY & SONS LTD
PI W SUSSEX
PA BAFFINS LANE CHICHESTER, W SUSSEX, ENGLAND PO19 1UD
SN 0894-3796
J9 J ORGAN BEHAV
JI J. Organ. Behav.
PD OCT
PY 1989
VL 10
IS 4
BP 347
EP 359
DI 10.1002/job.4030100405
PG 13
WC Business; Psychology, Applied; Management
SC Business & Economics; Psychology
GA AT282
UT WOS:A1989AT28200004
DA 2020-02-20
ER

PT J
AU JAVALGI, RG
   ARMACOST, RL
   HOSSEINI, JC
AF JAVALGI, RG
   ARMACOST, RL
   HOSSEINI, JC
TI USING THE ANALYTIC HIERARCHY PROCESS FOR BANK MANAGEMENT - ANALYSIS OF
   CONSUMER BANK SELECTION DECISIONS
SO JOURNAL OF BUSINESS RESEARCH
LA English
DT Article
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PI NEW YORK
PA 655 AVENUE OF THE AMERICAS, NEW YORK, NY 10010
SN 0148-2963
J9 J BUS RES
JI J. Bus. Res.
PD AUG
PY 1989
VL 19
IS 1
BP 33
EP 49
DI 10.1016/0148-2963(89)90039-8
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SC Business & Economics
GA AL843
UT WOS:A1989AL84300003
DA 2020-02-20
ER

PT J
AU GUPTA, YP
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PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0024-6301
EI 1873-1872
J9 LONG RANGE PLANN
JI Long Range Plan.
PD DEC
PY 1988
VL 21
IS 6
BP 38
EP 43
DI 10.1016/0024-6301(88)90157-4
PG 6
WC Business; Development Studies; Management
SC Business & Economics; Development Studies
GA R9490
UT WOS:A1988R949000006
DA 2020-02-20
ER

PT J
AU JAMES, C
AF JAMES, C
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PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0304-3932
J9 J MONETARY ECON
JI J. Monetary Econ.
PD NOV
PY 1988
VL 22
IS 3
BP 395
EP 422
DI 10.1016/0304-3932(88)90005-0
PG 28
WC Business, Finance; Economics
SC Business & Economics
GA R0315
UT WOS:A1988R031500003
DA 2020-02-20
ER

PT J
AU PENNACCHI, GG
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TC 126
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U2 21
PU AMER FINANCE ASSN
PI NEW YORK
PA 44 WEST FOURTH ST, STE 9-190, NEW YORK, NY 10012
SN 0022-1082
J9 J FINANC
JI J. Financ.
PD JUN
PY 1988
VL 43
IS 2
BP 375
EP 396
DI 10.2307/2328466
PG 22
WC Business, Finance; Economics
SC Business & Economics
GA N7803
UT WOS:A1988N780300008
DA 2020-02-20
ER

PT J
AU COX, JR
AF COX, JR
TI STATE CONSUMER-PROTECTION OR DECEPTIVE TRADE PRACTICES STATUTES - THEIR
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PI BOSTON
PA 31 SAINT JAMES AVE 4TH FLOOR, BOSTON, MA 02116-4101
SN 0005-5506
J9 BANKING LAW J
JI Bank. Law J.
PD MAY-JUN
PY 1988
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BP 214
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UT WOS:A1988N099200003
DA 2020-02-20
ER

PT J
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PA 1050 CARMACK RD, COLUMBUS, OH 43210
SN 0022-2879
J9 J MONEY CREDIT BANK
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PD MAY
PY 1988
VL 20
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BP 191
EP 202
DI 10.2307/1992110
PG 12
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SC Business & Economics
GA N4101
UT WOS:A1988N410100004
DA 2020-02-20
ER

PT J
AU HOFFMAN, LA
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AF HOFFMAN, LA
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SN 0028-0283
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WC Business, Finance; Economics
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UT WOS:A1987L735900003
DA 2020-02-20
ER

PT J
AU FURKE, GJ
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PI JERSEY CITY
PA HARBORSIDE FINANCIAL CENTER 201 PLAZA THREE, JERSEY CITY, NJ 07311-3881
SN 0021-8448
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WC Business, Finance
SC Business & Economics
GA K8661
UT WOS:A1987K866100027
DA 2020-02-20
ER

PT J
AU MEISSNER, F
AF MEISSNER, F
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SN 0306-9192
J9 FOOD POLICY
JI Food Policy
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PY 1987
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BP 255
EP 263
DI 10.1016/0306-9192(77)90025-2
PG 9
WC Agricultural Economics & Policy; Economics; Food Science & Technology;
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SC Agriculture; Business & Economics; Food Science & Technology; Nutrition
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GA J3131
UT WOS:A1987J313100007
DA 2020-02-20
ER

PT J
AU SEVOSI, A
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AF SEVOSI, A
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PU ELSEVIER SCIENCE BV
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J9 EUR J OPER RES
JI Eur. J. Oper. Res.
PD JUN
PY 1987
VL 30
IS 1
BP 55
EP 67
DI 10.1016/0377-2217(87)90011-7
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WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA H6752
UT WOS:A1987H675200010
DA 2020-02-20
ER

PT J
AU WILSON, KW
AF WILSON, KW
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PU WARREN GORHAM LAMONT INC
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PA 31 SAINT JAMES AVE 4TH FLOOR, BOSTON, MA 02116-4101
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J9 BANKING LAW J
JI Bank. Law J.
PY 1985
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IS 6
BP 569
EP 593
PG 25
WC Business, Finance; Law
SC Business & Economics; Government & Law
GA ATX86
UT WOS:A1985ATX8600004
DA 2020-02-20
ER

PT J
AU MEREDITH, L
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TI DEVELOPING AND USING A CUSTOMER PROFILE DATA-BANK
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J9 J APPL PSYCHOL
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IS 3
BP 423
EP 433
DI 10.1037/0021-9010.70.3.423
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WC Psychology, Applied; Management
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PT J
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PT J
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PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD, ENGLAND OX5 1GB
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PA 60/62 TOLLER LANE, BRADFORD, W YORKSHIRE, ENGLAND BD8 9BY
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PT J
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U2 17
PU ADMINISTRATIVE, SCI QUARTERLY
PI ITHACA
PA CORNELL UNIV, JOHNSON SCHOOL, 20 THORNWOOD DR, STE 100, ITHACA, NY
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SN 0001-8392
J9 ADMIN SCI QUART
JI Adm. Sci. Q.
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VL 25
IS 2
BP 252
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DI 10.2307/2392454
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GA JU645
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DA 2020-02-20
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PT J
AU MINO, H
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TI ANALYZING FUTURE-DEMAND THROUGH CHANGING CONSUMER LIFESTYLES, THE
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TC 0
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U1 0
U2 1
PU NIHON KOGYO SHIMBUN
PI TOKYO
PA INTERNATIONAL DIV 1 CHOME OHTEMACHI CHIYODA-KU, TOKYO 100, JAPAN
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J9 BUS JPN
PY 1980
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GA KD809
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PT J
AU INOUE, M
AF INOUE, M
TI SANWA-BANK - ORIENTED TO CUSTOMER NEEDS
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PI TOKYO
PA INTERNATIONAL DIV 1 CHOME OHTEMACHI CHIYODA-KU, TOKYO 100, JAPAN
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J9 BUS JPN
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GA JJ539
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PT J
AU TATSUMI, K
AF TATSUMI, K
TI CUSTOMER-ORIENTED SANWA BANK SERVES CUSTOMERS WORLDWIDE
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PU NIHON KOGYO SHIMBUN
PI TOKYO
PA INTERNATIONAL DIV 1 CHOME OHTEMACHI CHIYODA-KU, TOKYO 100, JAPAN
SN 0300-4341
J9 BUS JPN
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BP 49
EP 54
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GA KV219
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ER

PT J
AU ADACHI, K
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TC 0
Z9 0
U1 0
U2 0
PU NIHON KOGYO SHIMBUN
PI TOKYO
PA INTERNATIONAL DIV 1 CHOME OHTEMACHI CHIYODA-KU, TOKYO 100, JAPAN
SN 0300-4341
J9 BUS JPN
PY 1980
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BP 55
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GA KM856
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ER

PT J
AU TURNBULL, PW
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AF TURNBULL, PW
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Z9 0
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PU MCB UNIV PRESS LTD
PI BRADFORD
PA 60/62 TOLLER LANE, BRADFORD, W YORKSHIRE, ENGLAND BD8 9BY
SN 0309-0566
J9 EUR J MARKETING
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BP 471
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ER

PT J
AU HOWLEY, JC
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J9 MANAGE FINANC
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BP 271
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PT J
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PI HIGHLANDS RANCH
PA 8773 S RIDGELINE BLVD, HIGHLANDS RANCH, CO 80126-2329
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ER

PT J
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AF SEAVER, WL
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PT J
AU SNYDER, FE
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PU WARREN GORHAM LAMONT INC
PI BOSTON
PA 31 SAINT JAMES AVE 4TH FLOOR, BOSTON, MA 02116-4101
SN 0005-5506
J9 BANKING LAW J
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BP 28
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PT J
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PU WARREN GORHAM LAMONT INC
PI BOSTON
PA 31 SAINT JAMES AVE 4TH FLOOR, BOSTON, MA 02116-4101
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J9 BANKING LAW J
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GA EU912
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PT J
AU SEELIG, SA
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TI CONVENIENCE AND ADVANTAGE CLAUSES AS A BARRIER TO DE NOVO ENTRY BY
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PU ELSEVIER SCIENCE INC
PI NEW YORK
PA 655 AVENUE OF THE AMERICAS, NEW YORK, NY 10010
SN 0148-6195
J9 J ECON BUS
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PT J
AU EVANS, RH
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PT J
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AF FITTS, RL
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PI NEW YORK
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SN 0148-6195
J9 J ECON BUS
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GA CV588
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PT J
AU EDERINGTON, LH
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AF EDERINGTON, LH
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TI MEASUREMENT OF BANKING COMPETITION AND GEOGRAPHIC MARKETS - MARKET FOR
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PT J
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PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD, ENGLAND OX5 1GB
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PT J
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PT J
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PT J
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PT J
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   1968, CATH L REV, V17, P61
   1968, AM BANKER       0411, P1
   1968, AM BANKER       0524, P1
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   1968, BUSINESS WEEK   0928
   1968, AM BANKER       0617, P17
   1968, FED REG, V33, P9870
   1968, WALL STREET J   0419, P2
   1968, AM BANKER       0618, P1
   1968, J COMMERCE      0827
   1968, AM BANKER       0214, P3
NR 25
TC 3
Z9 3
U1 0
U2 0
PU A S PRATT & SONS
PI ARLINGTON
PA 1911 FORT MYER DR, ARLINGTON, VA 22209
SN 0005-5506
J9 BANKING LAW J
JI Bank. Law J.
PY 1969
VL 86
IS 1
BP 3
EP 33
PG 31
WC Business, Finance; Law
SC Business & Economics; Government & Law
GA Y5224
UT WOS:A1969Y522400001
DA 2020-02-20
ER

PT J
AU KLEIN, R
AF KLEIN, R
TI ANALYSIS OF ISSUES IN LEGAL ATTEMPTS TO RESTRICT BANKS FROM FURNISHING
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C1 TEMPLE UNIV,PHILADELPHIA,PA.
CR BEATTY RS, 1967, NATIONAL BANKING REV, V4, P263
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   SMIDT S, 1968, MANAGE SCI, V14, pB581
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   1967, AM BANKER       1127, P1
   1969, AM BANKER       0512, P3
   1969, AM BANKER       0414, P2
   1968, AM BANKER       1017, P1
   1967, AM BANKER       1016, P20
   1967, AM BANKER       1010, P1
NR 11
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U1 0
U2 0
PU A S PRATT & SONS
PI ARLINGTON
PA 1911 FORT MYER DR, ARLINGTON, VA 22209
SN 0005-5506
J9 BANKING LAW J
JI Bank. Law J.
PY 1969
VL 86
IS 7
BP 579
EP 589
PG 11
WC Business, Finance; Law
SC Business & Economics; Government & Law
GA Y5230
UT WOS:A1969Y523000001
DA 2020-02-20
ER

PT J
AU GOETTINGER, RB
AF GOETTINGER, RB
TI MERGERS AND ACQUISITIONS - BANKS EXPAND THEIR SERVICES
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NR 0
TC 1
Z9 2
U1 0
U2 0
PU JAI PRESS INC
PI STAMFORD
PA 100 PROSPECT ST, PO BOX 811, STAMFORD, CT 06901
SN 0007-6813
J9 BUS HORIZONS
PY 1969
VL 12
IS 4
BP 71
EP 75
DI 10.1016/0007-6813(69)90059-7
PG 5
WC Business
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UT WOS:A1969Y659600011
DA 2020-02-20
ER

PT J
AU PEASE, RW
AF PEASE, RW
TI MARKETING PLANNING FOR BANKS - SOME BASIC PRINCIPLES
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NR 0
TC 0
Z9 0
U1 0
U2 0
PU PEAT MARWICK MITCHELL AND CO
PI NEW YORK
PA 345 PARK AVE, NEW YORK, NY 10154
SN 0025-1739
J9 MANAGE CONTROLS
PY 1969
VL 16
IS 6
BP 127
EP 128
PG 2
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA Y5668
UT WOS:A1969Y566800003
DA 2020-02-20
ER

PT J
AU BARATELLI, JG
AF BARATELLI, JG
TI DEVELOPING A MARKETING CONCEPT IN BANKING
SO MANAGEMENT CONTROLS
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C1 PEAT MARWICK MITCHELL & CO,CHICAGO,IL.
NR 0
TC 0
Z9 0
U1 0
U2 1
PU PEAT MARWICK MITCHELL AND CO
PI NEW YORK
PA 345 PARK AVE, NEW YORK, NY 10154
SN 0025-1739
J9 MANAGE CONTROLS
PY 1969
VL 16
IS 9
BP 200
EP 203
PG 4
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA Y5671
UT WOS:A1969Y567100004
DA 2020-02-20
ER

PT J
AU HARFIELD, H
AF HARFIELD, H
TI SERMON ON GENESIS 17-20 - EXODUS 1-10 - (PROPOSAL FOR TESTING THE
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U2 0
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PI ARLINGTON
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SN 0005-5506
J9 BANKING LAW J
JI Bank. Law J.
PY 1968
VL 85
IS 7
BP 565
EP 580
PG 16
WC Business, Finance; Law
SC Business & Economics; Government & Law
GA ZL601
UT WOS:A1968ZL60100001
DA 2020-02-20
ER

PT J
AU PEASE, RW
AF PEASE, RW
TI EVALUATION AND CONTROL OF BANK MARKETING COSTS
SO MANAGEMENT CONTROLS
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C1 PEAT MARWICK MITCHELL & CO,NEW YORK,NY.
NR 0
TC 0
Z9 0
U1 0
U2 0
PU PEAT MARWICK MITCHELL AND CO
PI NEW YORK
PA 345 PARK AVE, NEW YORK, NY 10154
SN 0025-1739
J9 MANAGE CONTROLS
PY 1968
VL 15
IS 5
BP 115
EP 117
PG 3
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA ZJ326
UT WOS:A1968ZJ32600004
DA 2020-02-20
ER

PT J
AU BARNA, JF
AF BARNA, JF
TI PRICING BANK SERVICES
SO MANAGEMENT CONTROLS
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C1 PEAT MARWICK MITCHELL & CO,CHICAGO,IL.
NR 0
TC 0
Z9 0
U1 0
U2 0
PU PEAT MARWICK MITCHELL AND CO
PI NEW YORK
PA 345 PARK AVE, NEW YORK, NY 10154
SN 0025-1739
J9 MANAGE CONTROLS
PY 1968
VL 15
IS 9
BP 196
EP 199
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WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA ZJ330
UT WOS:A1968ZJ33000003
DA 2020-02-20
ER

PT J
AU BRIEN, RH
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AF BRIEN, RH
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TI MYTH OF MARKETING IN BANKING - ARE BANKERS PRACTICING WHAT THEY PREACH
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CR HAMBELTON JR, 1966, AM BANKER       0719, P12
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TC 4
Z9 4
U1 0
U2 0
PU JAI PRESS INC
PI STAMFORD
PA 100 PROSPECT ST, PO BOX 811, STAMFORD, CT 06901
SN 0007-6813
J9 BUS HORIZONS
PY 1967
VL 10
IS 1
BP 71
EP 78
DI 10.1016/0007-6813(67)90048-1
PG 8
WC Business
SC Business & Economics
GA ZA810
UT WOS:A1967ZA81000010
DA 2020-02-20
ER

PT J
AU CHANT, JF
AF CHANT, JF
TI DEPRECIATION REALIZED ON SECURITY SALES BY THE LONDON CLEARING BANKS -
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TC 0
Z9 0
U1 0
U2 1
PU BLACKWELL PUBL LTD
PI OXFORD
PA 108 COWLEY RD, OXFORD OX4 1JF, OXON, ENGLAND
SN 0305-9049
J9 OXFORD B ECON STAT
JI Oxf. Bull. Econ. Stat.
PY 1967
VL 29
IS 2
BP 171
EP 184
PG 14
WC Economics; Social Sciences, Mathematical Methods; Statistics &
   Probability
SC Business & Economics; Mathematical Methods In Social Sciences;
   Mathematics
GA ZK629
UT WOS:A1967ZK62900004
DA 2020-02-20
ER

PT J
AU MILLER, LJ
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AF MILLER, LJ
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TI ABUSES OF CONSUMER CREDIT - VIEW FROM BANKRUPTCY COURT
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C1 DEPAUL UNIV,COLL LAW,CHICAGO,IL.
CR COUNTRYMAN, 1964, HARVARD LAW REV, V77, P1452
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   1965, MICH L REV, V63, P1449
NR 7
TC 1
Z9 1
U1 0
U2 0
PU AMER BUSINESS LAW JOURNAL
PI MILWAUKEE
PA C/O GREGORY NAPLES, MARQUETTE UNIV DEPT ACCOUNTING COLL BUSINESS ADM,
   MILWAUKEE, WI 53233
SN 0002-7766
J9 AM BUS LAW J
JI Am. Bus. Law J.
PY 1966
VL 4
IS 3
BP 241
EP 250
DI 10.1111/j.1744-1714.1966.tb01116.x
PG 10
WC Business; Law
SC Business & Economics; Government & Law
GA ZJ579
UT WOS:A1966ZJ57900002
DA 2020-02-20
ER

PT J
AU FURNISS, JP
   NADLER, PS
AF FURNISS, JP
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TI SHOULD BANKS REPRICE CORPORATE SERVICES
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Z9 0
U1 0
U2 0
PU HARVARD BUSINESS SCHOOL PUBLISHING CORPORATION
PI BOSTON
PA 60 HARVARD WAY, BOSTON, MA 02163
SN 0017-8012
J9 HARVARD BUS REV
JI Harv. Bus. Rev.
PY 1966
VL 44
IS 3
BP 95
EP 105
PG 11
WC Business; Management
SC Business & Economics
GA ZA220
UT WOS:A1966ZA22000017
DA 2020-02-20
ER

PT J
AU MACLEAN, JD
AF MACLEAN, JD
TI IMPROVING BANKING SERVICES THROUGH EDP - CANADIAN VIEW
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C1 PEAT MARWICK MITCHELL & CO,MONTREAL,QUEBEC,CANADA.
NR 0
TC 0
Z9 0
U1 0
U2 0
PU PEAT MARWICK MITCHELL AND CO
PI NEW YORK
PA 345 PARK AVE, NEW YORK, NY 10154
SN 0025-1739
J9 MANAGE CONTROLS
PY 1966
VL 13
IS 5
BP 99
EP 102
PG 4
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA ZK250
UT WOS:A1966ZK25000003
DA 2020-02-20
ER

PT J
AU MESCON, MH
AF MESCON, MH
TI BANK-OF-GEORGIA - FULL SERVICE TRAINING FOR A FULL SERVICE BANK
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C1 GEORGIA STATE COLL,DEPT MANAGEMENT,ATLANTA,GA.
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TC 0
Z9 0
U1 0
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J9 TRAIN DEV J
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BP 20
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WC Business; Psychology, Applied
SC Business & Economics; Psychology
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UT WOS:A1966ZE96400003
DA 2020-02-20
ER

PT J
AU HOFFMAN, AJ
AF HOFFMAN, AJ
TI BANK RESERVES FOR BAD DEBTS - REVENUE SERVICE RETREATS BUT DOES NOT
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SO JOURNAL OF TAXATION
LA English
DT Article
NR 0
TC 0
Z9 0
U1 0
U2 0
PU WARREN GORHAM LAMONT INC
PI BOSTON
PA 31 SAINT JAMES AVE 4TH FLOOR, BOSTON, MA 02116-4101
SN 0022-4863
J9 J TAX
JI J. Tax.
PY 1964
VL 20
IS 6
BP 327
EP 328
PG 2
WC Business, Finance; Economics
SC Business & Economics
GA CJR49
UT WOS:A1964CJR4900002
DA 2020-02-20
ER

PT J
AU SEIDEN, MH
AF SEIDEN, MH
TI PRICING A BANKING SERVICE - THE SPECIAL CHECKING ACCOUNT
SO JOURNAL OF FINANCE
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CR *AM BANK ASS, 1956, TRENDS BANK COSTS 19, P26
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   1955, BUSINESS CONDITIONS, P13
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Z9 1
U1 0
U2 1
PU BLACKWELL PUBLISHERS
PI MALDEN
PA 350 MAIN STREET, STE 6, MALDEN, MA 02148
SN 0022-1082
J9 J FINANC
JI J. Financ.
PY 1960
VL 15
IS 3
BP 371
EP 386
PG 16
WC Business, Finance; Economics
SC Business & Economics
GA CHG28
UT WOS:A1960CHG2800006
DA 2020-02-20
ER

PT J
AU LICHTENSTEIN, W
AF LICHTENSTEIN, W
TI BANKING SERVICE CHARGES
SO QUARTERLY JOURNAL OF ECONOMICS
LA English
DT Article
NR 0
TC 1
Z9 1
U1 0
U2 0
PU M I T PRESS
PI CAMBRIDGE
PA FIVE CAMBRIDGE CENTER, CAMBRIDGE, MA 02142
SN 0033-5533
J9 Q J ECON
JI Q. J. Econ.
PY 1957
VL 71
IS 2
BP 317
EP 321
DI 10.2307/1883818
PG 5
WC Economics
SC Business & Economics
GA CGK66
UT WOS:A1957CGK6600007
DA 2020-02-20
ER

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