All Stories

  1. How personal advisors make a difference in serving “almost rich” bank customers
  2. Effects of commitment on intentional loyalty at the person-to-person and person-to-firm levels
  3. Challenges in serving the mass affluent segment: bank customer perceptions of service quality
  4. The role of strategic context, operational requirements, and work design in in‐house call centres in the financial sector
  5. Mapping the context and practice of training, development and HRD in European call centres