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Corporate banking in the UK: personal vs remote interaction

O'Donnell, Aodheen, Durkin, Mark and McCartan-Quinn, Danielle (2002) Corporate banking in the UK: personal vs remote interaction. International Journal of Bank Marketing, 20 (6). pp. 273-284. ISSN 0265-2323

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Technological advances have made a significant impact on the banking sector in recent years, with a key development being the introduction of technological and remote channels of interaction. While some research has been undertaken to establish the level of acceptance by customers of these channels, most of this research has examined retail banking customers’ attitudes to, and adoption of, remote interaction channels. This paper reports the findings of a study which has investigated channel preferences amongst corporate customers of a leading retail and corporate bank in the UK. Specifically, it seeks to differentiate between smaller business customers and larger customers. The key findings are that all customers prefer personalised interaction and that smaller customers, who are generally less profitable for banks than large clients, show relatively less willingness to embrace technological means of communication and to insist on personal interaction with their bank.

Item Type: Article
Subjects: H Social Sciences > HG Finance > Banking
H Social Sciences > HF Commerce > Customer Service
Divisions: School of Business > Staff Research and Publications
Depositing User: Caoimhe Ní Mhaicín
Date Deposited: 07 Nov 2017 09:32
Last Modified: 07 Nov 2017 09:32

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