2.50
Hdl Handle:
http://hdl.handle.net/10547/294851
Title:
To have and to hold: managing channels in UK high street financial services
Authors:
Farquhar, Jillian Dawes; Panther, Tracy; Wright, Len Tiu
Abstract:
The purpose of this paper is to examine multiple channels in retail banking and demonstrate how qualitative market research investigations can inform strategic decision making. Research into customer acquisition and retention has only recently begun to consider them as part of a single marketing process inviting exploratory qualitative expert investigation. Design/methodology/approach – A review of the literature suggested an outline guide for interviewing a selection of expert informants, from a variety of high-street banks and building societies. The interview data were analysed using both computer-aided and manual techniques in parallel as part of strengthening the findings. Findings – The analysis of the interview data suggest five themes of that make up the management of channels in UK high-street banks that have an impact on customer acquisition and retention and which are as follows: customer groups, interaction style, relationship and loyalty, networks and service and satisfaction. Originality/value – The themes identified in this preliminary investigation provide a model that maps five aspects that underpin customer acquisition and retention in traditional high-street banks including for the purposes of this research, building societies in the UK.
Citation:
Farquhar, J., Panther, T. & Wright, L-T. (2008)'To have and to hold: managing channels in UK high street financial services', Qualitative Market Research: An International Journal, 11(4), pp.425-438.
Publisher:
Emerald
Journal:
Qualitative Market Research: An International Journal
Issue Date:
2008
URI:
http://hdl.handle.net/10547/294851
DOI:
10.1108/13522750810901529
Additional Links:
http://www.emeraldinsight.com/10.1108/13522750810901529
Type:
Article
Language:
en
ISSN:
1352-2752
Appears in Collections:
Centre for Advances in Marketing (CAM)

Full metadata record

DC FieldValue Language
dc.contributor.authorFarquhar, Jillian Dawesen_GB
dc.contributor.authorPanther, Tracyen_GB
dc.contributor.authorWright, Len Tiuen_GB
dc.date.accessioned2013-06-28T10:22:28Z-
dc.date.available2013-06-28T10:22:28Z-
dc.date.issued2008-
dc.identifier.citationFarquhar, J., Panther, T. & Wright, L-T. (2008)'To have and to hold: managing channels in UK high street financial services', Qualitative Market Research: An International Journal, 11(4), pp.425-438.en_GB
dc.identifier.issn1352-2752-
dc.identifier.doi10.1108/13522750810901529-
dc.identifier.urihttp://hdl.handle.net/10547/294851-
dc.description.abstractThe purpose of this paper is to examine multiple channels in retail banking and demonstrate how qualitative market research investigations can inform strategic decision making. Research into customer acquisition and retention has only recently begun to consider them as part of a single marketing process inviting exploratory qualitative expert investigation. Design/methodology/approach – A review of the literature suggested an outline guide for interviewing a selection of expert informants, from a variety of high-street banks and building societies. The interview data were analysed using both computer-aided and manual techniques in parallel as part of strengthening the findings. Findings – The analysis of the interview data suggest five themes of that make up the management of channels in UK high-street banks that have an impact on customer acquisition and retention and which are as follows: customer groups, interaction style, relationship and loyalty, networks and service and satisfaction. Originality/value – The themes identified in this preliminary investigation provide a model that maps five aspects that underpin customer acquisition and retention in traditional high-street banks including for the purposes of this research, building societies in the UK.en_GB
dc.language.isoenen
dc.publisherEmeralden_GB
dc.relation.urlhttp://www.emeraldinsight.com/10.1108/13522750810901529en_GB
dc.rightsArchived with thanks to Qualitative Market Research: An International Journalen_GB
dc.subjectcustomer loyaltyen_GB
dc.subjectcustomer relationsen_GB
dc.subjectcustomer retentionen_GB
dc.subjectfinancial servicesen_GB
dc.subjectqualitative researchen_GB
dc.subjectUnited Kingdomen_GB
dc.titleTo have and to hold: managing channels in UK high street financial servicesen
dc.typeArticleen
dc.identifier.journalQualitative Market Research: An International Journalen_GB
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