Yasmin K. Sekhon

An exploratory study on the use of banking technology in the UK: A ranking of importance of selected technology on consumer perception of service delivery performance

Purpose – The current exploratory study is an attempt to discover the underlying areas of dissatisfaction associated with the banking experience in the UK, particularly as it relates to the implementation of new service delivery technology in the banking industry. Design/methodology/approach – The data for this study was collected in two stages. In stage one, three focus groups were conducted using bank customers from the southern part of the USA to generate items important to users of financial services in the USA. These items were then considered by a number of bank customers in the UK (Bristol and Bournemouth area) to insure equivalence of constructs and measurements. Stage two involved distributing 300 surveys to a convenience sample of electronic banking customers from the sampling area of interest in the UK. In order to qualify, respondents had to have used one of the available electronic banking services offered by the bank at least once during the previous month. Findings – The importance‐performance grid demonstrates that two of the factors and their underlying attributes fall into the “Keep up the good work” quadrant and the other two factors fall into the “Low priority” quadrant. The first two are areas the organization needs to allocate resources in order to maintain the level of service they provide their clients. From a strategic point of view, this grid provides a tool for strategy development as it gives a clear picture of the factors that are critical for resource allocation. Research limitations/implications – The primary limitation of this study is the scope and size of its sample. Nonetheless, the study does provide evidence for the development and use of the I‐P grid for preliminary identification and assessment of customer measures of service quality. Originality/value – By demonstrating the feasibility of the approach taken by the study, it should be possible for financial institutions to utilize similar procedures when evaluating the overall satisfaction levels of their customers’ banking experience. It also allows service providers to consider the changing needs and wants of customers’ in the financial sector.

Importance-performance analysis of UK and US bank customer perceptions of service delivery technologies

Importance-performance analysis is utilised to compare the perceptions held by bank customers regarding selected service delivery technologies (SDTs) such as automated teller machines (ATMs), telephone banking and internet banking. Bank patrons in the United Kingdom and the United States are surveyed to examine which service delivery factors they consider to be most important toward assessing the performance of SDTs offered by banking institutions. Customer views are plotted onto importance-performance grids which offer banking strategists a straightforward, graphic illustration of service factors that patrons consider to be salient and well-addressed by current installations of bank SDTs in each respective nation. The grids also offer heuristic decision guides for translating customer perceptions into strategic allocations of organisational investments toward SDTs.

From Saris to Sarongs Ethnicity and Intergenerational Influences on Consumption Among Asian Indians in the UK

This paper investigates the role of ethnicity and intergenerational influences on the consumption patterns of Asian Indians living in the UK The research determines the extent to which (a) ethnicity and (b) intergenerational factors influence consumption and decision making. The empirical evidence suggests that ethnicity, background and cultural roots impact on consumer decision making and brand choice. The study aims to develop the research on the role and strength of intergenerational influences in an Asian Indian context; bringing together acculturation, generational and consumption theory.

Addressing the research needs of the insurance sector

Purpose – The purpose of this paper is to report on HEIF4 funded research exploring the important areas of research currently being conducted by insurance research practitioners and to identify the key challenges they face when conducting this research.Design/methodology/approach – Empirical data was collected via ten in‐depth telephone interviews and two separate round table group discussions with research practitioners in the general insurance sector.Findings – Three key challenges were identified: over‐researching and respondent fatigue; the increasing use of incentives and the emergence of professional respondents; and the problem of ensuring research credibility. The findings reveal the need to update research practices, to take account of the changing context within which research is undertaken, discussing research methodologies and social issues as well as the evolving and ever changing nature of research.Research limitations/implications – The study focused on the general insurance sector. The cha...

The Role of Relationally Embedded Network Ties in Resource Acquisition of British Nonprofit Organizations

As nonprofit and charity organizations face increasing competition, there have been growing interests in how nonprofit organizations conduct commercial activities to raise funds as well as grow their business. However, there is lack of prior research about market-oriented and/or commercial activities in the context of nonprofit business. This study examines the process of how nonprofit organizations use relationally embedded network ties to acquire financial, human, and human capital resources to fulfill their social mission and achieve business growth. The study investigates commercial activity of three U.K.-based nonprofit organizations using the case study method. The findings contribute to insights into components of network ties for acquiring three different network resources of financial, human, and human capital. Nonprofit organizations leverage social mission to improve their ability to acquire network resources. The findings also suggest the charity and social mission of nonprofit business enhance trustworthiness in relationally embedded network ties for resource acquisition.

Managing branding and legitimacy: A study of charity retail sector

Nonprofit organizations operate charity retail shops to raise the necessary funds to enable them to carry out their primary charitable purpose. This research conducts six case studies in the charity retail sector to develop the charity retail branding strategy decision pathway to link (a) “why” nonprofit senior managers choose different types of charity retail branding strategy and (b) “how” they conduct legitimation strategies accordingly to attain brand legitimacy. In the course of developing our argument, this research extends the theory of brand architecture and brand legitimacy by articulating their application in third sector retailing practice. These findings will also be useful for senior managers when making branding decisions and designing legitimation strategies to attain brand legitimacy.

Understanding the strain of inter-personal relationships on employees

Purpose Using role theory, this paper aims to focus on business-to-business inter-personal relationships and the strain such relationships can have on the individual. How is this strain expressed, and what are the implications for the future of these relationships? Design/methodology/approach Thirty in-depth interviews were conducted with experienced account managers. The relationship under scrutiny was the inter-personal relationship that exists between the account managers of UK insurance brokers and their business customers. Findings The study found account managers use a range of resources to support their inter-personal relationships. Where there was a mismatch in the perception of relationship closeness, this did result in role strain for the account managers. In particular, resentment was expressed over time being taken from their working day and their personal life and the impact this had on their work–life balance. Practical implications Identification and an understanding of role strain in inter-personal relationships enables firms to provide support, guidance and training to their employees on how best to manage such relationships. Identifying when and in what ways strain can occur enables firms to identify and take steps to avoid relationship disintegration. Originality/value This is one of a few papers to provide empirical evidence of the role strain in inter-personal relationship from an individual employee’s perspective. Identification of the personal resources used in inter-personal relationships may prove useful for other researchers working in this under-researched area. In addition, the in-depth interviews highlighted the often overlooked subtleties within relationships and issues that can trigger relationship strain.

Customer Perceptions of Bank Service Delivery Technologies in the United States and England

This study compares bank customer perceptions within the United Kingdom and the United States regarding selected bank service delivery technologies (including automated teller machines, automated menu-driven telephone answering services and Internet banking services). In particular, an important-performance analysis identifies service factors that customers consider to be salient and well-performed through current service delivery technologies offered by banking industries in each respective nation. Also discussed are selected service factors that customers indicate may require relatively less attention or more strategic investments by bank organizations.

Luxury Products and Services and the Sustainable Value Chain: Six Management Lessons from Gucci

This chapter investigates the case for the re-moralisation of the idea of luxury and thus for the re-moralisation of luxury products and services through a consideration of luxury products and services and the ‘sustainable value chain’, a concept that incorporates a company’s production system and its impact on its stakeholders from shareholders, customers and suppliers to local communities and national governments. Following a discussion of the idea of luxury and the nature of luxury products and services, the idea of sustainability is considered before the sustainable value chain is explored in the context of the production of luxury products and services. The sustainable practices of the Italian luxury brand Gucci are then explored and six management lessons derived from Gucci’s experience are outlined for all luxury businesses.

The Commercialisation of Charities – Developing or Destroying the Brand?

In today’s increasingly competitive markets not for profit organisations are campaigning more aggressively to retain their market share, their position and presence in consumer’s minds. As marketing campaigns reach new heights the consumer is faced with a plethora of organisations to potentially affiliate with and donate to. The not for profit organisation is being forced to become more commercialised and more competitive but is that to its own detriment?