Jørn Flohr Nielsen

Distribution Channel Strategies in Danish retail banking

Outlines the adaptation process in the distribution channel structure of the retail banking sector as a consequence of the introduction of electronic channels, such as telephone banking, PC banking and Internet banking. Based on responses from 42 retail banks in Denmark, their distribution channel strategies are described and their relation to selected marketing mix elements is examined. Most Danish retail banks attach decisive importance to offering a customer‐friendly PC bank service, whereas fewer of them attach the same importance to telephone, Internet and branch banking. A multiple channel strategy combining several channels is the most popular.

Non‐painful phantom limb phenomena in amputees: incidence, clinical characterstics and temporal course

Abstract– 58 patients undergoing limb amputation mainly because of peripheral vascular disease were interviewed by means of a standard questionnaire and examined 8 days, 6 months and 2 years after limb amputation regarding non‐painful phantom limb phenomena. During the follow‐up period, 41% of patients died. The incidence of phantom limb 8 days, 6 months and 2 years after limb loss was 84%, 90% and 71%, respectively. Phantom limb phenomena changed within the first half year after amputation from a mainly proximal and distal distribution to a mainly distal localized sensation. While approximately 3/4 of patients with phantom limb had kinaesthetic sensations in the limb (i.e. feeling of length, volume or other spatial sensation) during the first 6 months after amputation, less than 50% of patients had this later in the course; 30% of patients noticed a clear shorterning of the phantom limb during the follow‐up period. While the incidence of phantom limb did not decrease during the follow‐up period, both the duration and frequency of phantom limb phenomena declined significantly. The distribution of non‐painful and painful phantom limb did not differ significantly from each other. The present findings suggest that mechanisms both in periphery, spinal cord and brain participate in generating the phantom limb percept.

Internet technology and customer linking in Nordic banking

Internet banking is now such a well‐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.

29-Week Doxazosin Treatment in Patients with Symptomatic Benign Prostatic Hyperplasia: A Double-Blind Placebo-Controlled Study

In a placebo-controlled study, the safety and efficacy of the selective alpha 1-adrenoceptor-blocking agent doxazosin 4 mg once daily in the symptomatic treatment of benign prostatic hyperplasia (BPH) were evaluated. One hundred patients were primarily included in a 9-weeks study, and after this 75 patients accepted to continue in the present 20 weeks extension. Of the patients in the doxazosin-group (DG) 61% reported overall improvement against 53% in the placebo-group (PG)--(p = 0.56). In the DG, 49% of obstructive symptoms were improved compared to 27% in the PG (p < 0.01), and a reduction of 60% of irritative symptoms was found in the DG against 36% in the PG (p < 0.01). Daytime frequency was reduced by median 1.5 in the DG and remained unchanged in the PG (p < 0.01). Nocturia was reduced by median 1 and 0.5 respectively (p = 0.06). Maximum urinary flow rate (MFR) was improved by median 1.5 ml/s in the DG, while it deteriorated by median 0.5 ml/s in the PG (p < 0.05), Considering postvoid residual urine volume, cystometry variables (first sensation and bladder capacity), changes in sexual function and adverse events there was no difference between the two groups. In conclusion, doxazosin 4 mg once daily in long-term treatment of patients with BPH reduces both obstructive and irritative symptoms, daytime voiding frequency and although only slightly, significantly augments MFR without interference with sexual function and without other serious adverse effects.

Customer-focused Technology and Performance in Small and Large Banks

Drawing on resource-based views on information systems impact, this study explores the path to relationship-marketing performance through the application of new technology in the broad sense. Based on survey data from 278 retail banks in Denmark, Finland, Norway and Sweden the paper analyzes differences due to size in the use of Internet-banking and customer-relationship management. The findings mainly indicate that the positive effects of using customer-focused technology are strongest in small banks. Large banks generally have the most sophisticated applications but they do not outperform small banks. Small banks seem to have reached a sufficient technological level through inter-firm cooperation.

Patient surveys—A key to organizational change?

OBJECTIVE The objective was to investigate whether semi-customized patient satisfaction surveys are seen as useful by hospital management, and to explore their possible effects on quality improvement over time at a low organizational level. METHODS Data were collected from three sources: (1) patient surveys administered in eight public hospitals with a total of 2200 beds in a Danish county; (2) questionnaires completed by the hospital and clinical department managers; and (3) data from the countys Management Information System. RESULTS Patient satisfaction surveys were widely accepted as a tool for change. Bad results seemed to be an incentive for improvement unless hindered by fluctuation in patient turnover. Acceptance of the patient surveys as a way to generate change diminished over time. CONCLUSION Patient surveys may be an incentive for change if: (1) they have sufficient validity; (2) feedback is detailed on an organizational level and the units have significantly lower scores than comparable units; and (3) there are obvious actions to address the problems. PRACTICAL IMPLICATIONS Both qualitative and quantitative results should be analyzed for small organizational units within hospitals. Perceived usefulness of the surveys may be increased by involving medical professionals in the design and evaluation of the survey system.

The consequences and limits of empowerment in financial services

Empowerment may be one of the answers to the growing competition and increasingly demanding customers in the financial retail sector, but the relation between empowerment and profit-oriented behaviour at the service encounter has been only sparsely documented. This article offers a comparative empirical analysis of the conditions and impact of empowerment and related activities in Danish financial institutions, with a focus on semi-standardised front-line jobs. The results indicate that granting decision-making authority and autonomy to the individual front-line employees has often been a powerful step in the efforts of the financial service companies to increase their competitiveness. In the change process, formal participation has only a moderate supportive impact on performance while changes initiated at the branch offices and the linking of rewards with performance, both have a notably positive impact on the competitiveness and profit-oriented behaviour of front-line employees.

Market orientation in Nordic banks: does nationality matter?

Neither market orientation nor the possible link to performance is easily achieved and in various countries companies may organize differently to cope with the information‐processing and customer‐responding challenges. Nationwide surveys in banks in Denmark, Finland, Norway, and Sweden indicate that a path to performance involves innovations such as “supported empowerment” though there are differences in the antecedents of market orientation. Thus the most distinct Scandinavian ways to improvements may be found in Sweden. Especially Swedish banks and to a lesser extent Finnish banks are upfront in their use of “the technology of customer‐focusing”. Nevertheless, the overall analyses based on rigorous structural equation modeling lead to the estimation of a model reflecting causal relationships which seem to be independent of nationality.

Barriers to customer‐oriented management accounting in financial services

In the retail financial sector competitive pressure seems to challenge traditional management accounting systems, which often do not allow the identification of profitable customer relationships. Drawing on a stage model and data from management accountants, branch managers and frontline employees in Danish financial service companies, this article investigates barriers to the implementation of customer‐oriented management accounting. The article documents how financial institutions are increasingly integrating management accounting systems with customer‐related activities thus enabling customer profitability analyses. However, several barriers related to organization structure, resources and attitudes hamper further customer‐oriented changes. Data gathered at the branch level strongly indicate problems of ownership and project sponsoring, and it is argued that new accounting systems may be less important to customer orientation than empowerment and goal‐oriented participation of the frontline employees.

Models of Change and the Adoption of Web Technologies Encapsulating Participation

This article illustrates how advanced theories of change are useful in understanding the actual adoption of emergent Internet technologies drawing on surveys of Nordic banks. The point of departure is Van de Ven and Pooles identification of four basic types of theories of change: life cycle, teleological (including planned change), dialectical, and evolutionary theories. These theories are shown to provide a useful framework for examining the adoption and implementation of Internet technology at different stages. Especially, it is shown how participation can be included in the models and how it connects the change motors. The analysis questions the assumption that participation always helps in overcoming resistance to change. Participation often leads to tensions and conflicts, especially when multiple motors and different change efforts are operating simultaneously. Practically, this application of change models can help in the guidance of planned change by enriching traditional diagnostic models.