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Value Proposition: An exploration of a new model of service delivery for CIS clients.

Cortellini, Fernanda (2014) Value Proposition: An exploration of a new model of service delivery for CIS clients. Masters thesis, Dublin, National College of Ireland.

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This exploratory case study seeks to add original insight to organisations through the investigation of key elements of value proposition in the Financial Industry. A detailed proposal of a new model of service delivery for Collective Investment Clients is carried out, analyzing key elements such as the role of the custodian bank to CIS clients, the CIS product and the role of trust.

The research is of importance because the financial industry is under pressure to reduce costs, improve efficiency and retain customers (Harness and Mackay, 1997). Delivering superior value to customers is a source of competitive advantage as studies indicate that poor service is the main reason for customers to leave (Liniere, 2013). Also the CIS product is one of the most dynamic products in the Financial Industry (Freeman, 2004), and the expectations are that will keep growing, hence the relevance for this study.
A case study is used to investigate the value proposition for CIS clients. The case study is the most appropriate instrument as investigates different phenomenon of real life contexts (Robson, 2002).

Following literature review, the research moves forward to review the data collection, the predominant research instrument which in this case is a qualitative approach through eight face to face in depth interviews held with key people in one large organisation. The research identifies gaps in the literature review and suggests further research is warranted.

The research draws a conclusion that there are clear benefits to the proposed new model of service with a slight amendment of keeping a designated person to be the gatekeeper as the role of trust plays a bigger role than expected. Therefore a hybrid of the current model and the new proposed model is the result of this research.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HG Finance > Financial Services
Divisions: School of Business > Master of Business Administration
Depositing User: Claire Wallnutt
Date Deposited: 15 Nov 2014 10:45
Last Modified: 15 Nov 2014 10:45

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