Sally Jacobs, Jane Hughes, David Challis, Karen Stewart and Kate Weiner
Care management has developed in a variety of forms. This diary study explores differences in the approach taken to care management in three distinct social service settings…
Abstract
Care management has developed in a variety of forms. This diary study explores differences in the approach taken to care management in three distinct social service settings: community‐based older people's teams, hospital social work teams also for older people and community‐based teams for adults with mental health problems. Conclusions are drawn both for social care and for health services developing case management for people with long‐term conditions.
Details
Keywords
Mark Colgate, Kate Stewart and Ray Kinsella
Relationship marketing stresses that relationships, and not just transactions, should be the focus of marketing strategy. Part of the rationale for this lies in retention…
Abstract
Relationship marketing stresses that relationships, and not just transactions, should be the focus of marketing strategy. Part of the rationale for this lies in retention economics which are thought to be particularly powerful. Recent literature suggests that reduction of the defection rate can increase profits far more than growth in market share, better margins and other factors usually associated with competitive advantage. This paper reports the findings of a detailed analysis into the defection rate of university student accounts from financial service organizations throughout Ireland. University students’ accounts are a particularly illustrative case study since, a priori, their lifetime value, in terms of future revenue streams, have the potential of being greater than that of many other customer types. This paper then discusses defection issues and then presents evidence from the survey. Finally, the policy and strategic implications are examined.
Details
Keywords
This paper is concerned with the challenge posed by the management of customer relationships in services. The focus is on banks, although similar service businesses (with…
Abstract
This paper is concerned with the challenge posed by the management of customer relationships in services. The focus is on banks, although similar service businesses (with long‐term customers) may be expected to encounter like challenges. The relationship approach for businesses is discussed and is judged to be quite fundamental with wide‐ranging implications. The paper considers the appropriateness of the relationship approach for retail banking given the prerequisite conditions suggested by the literature. The personal banker strategy is considered as a means to implementing the relationship approach in retail banking. Empirical findings from a study examining the role of personal bankers in New Zealand are presented. It is concluded that a relationship strategy can be a double‐edged sword: implemented well it can have the desired effects; implemented badly it can have a negative impact that will leave the organization with more problems than if they had done nothing at all.
Details
Keywords
States that if the marketing community is to adopt the prescriptions of the relationship marketing school of thought, more knowledge and understanding of relationships is…
Abstract
States that if the marketing community is to adopt the prescriptions of the relationship marketing school of thought, more knowledge and understanding of relationships is required. The base of knowledge is growing and there is now greater appreciation of the processes germane to healthy relationships, such as trust, satisfaction and commitment. Much less attention has been paid to the negative aspects such as relationship breakdown and ending. This paper addresses the neglected area of the ending of customer‐bank relationships or customer exit. Interviews were conducted with bank customers who had recently used the exit option. Content analysis of the customers’ stories was used to generate a model of the customer exit process. As reported here, the research took the perspective of the customer. This shows that customers end bank relationships after an involving process of problem(s), effort, emotion and evaluation. A discussion of the findings concludes that banks need to develop relationship management systems and skills.
Details
Keywords
Laura Bradley and Kate Stewart
Deregulation has brought down the boundaries of the banking industry, allowing new entrants and enabling a greater degree of competition. Into this scenario arrived the Internet �…
Abstract
Deregulation has brought down the boundaries of the banking industry, allowing new entrants and enabling a greater degree of competition. Into this scenario arrived the Internet – another radical technological innovation with the potential to change the structure and nature of banking. Many banks have adopted the Internet as a delivery channel (indeed, some banks have set up as Internet‐only delivery). This paper reports a Delphi study of the Internet momentum in banking. Informed by diffusion of innovation theory, the study sought to discern the key issues and to explore the future of Internet banking. The results show that Internet banking is a very important issue in retail banking. However, the Internet will contribute as part of a multi‐channel (bricks and clicks) strategy, rather than as a stand‐alone (clicks only) strategy. The developing functionality of Internet banking may enable some banks to achieve competitive advantage through delivering higher perceived customer value.
Details
Keywords
Laura Bradley and Kate Stewart
Although Internet banking is a growing phenomenon, the underlying factors driving and inhibiting its diffusion are not well understood. This paper presents empirical research that…
Abstract
Although Internet banking is a growing phenomenon, the underlying factors driving and inhibiting its diffusion are not well understood. This paper presents empirical research that investigated the factors driving and inhibiting Internet banking. The main component of the research was a Delphi study of expert opinion. This paper gives a brief overview of the academic literature on the diffusion of innovation and Internet banking. The conduct and findings of the Delphi study are then reported. The paper concludes that Internet banking will become an extremely important distribution channel in the future, with the drivers overcoming the inhibitors in influencing the rate. Further to this, the paper indicates that the existing diffusion of innovation literature identifies some of the factors instrumental in the diffusion of Internet banking. However, this study identifies additional issues.
Details
Keywords
Madeleine Power, Neil Small, Bob Doherty, Barbara Stewart-Knox and Kate E. Pickett
This paper uses data from a city with a multi-ethnic, multi-faith population to better understand faith-based food aid. The paper aims to understand what constitutes faith-based…
Abstract
Purpose
This paper uses data from a city with a multi-ethnic, multi-faith population to better understand faith-based food aid. The paper aims to understand what constitutes faith-based responses to food insecurity, compare the prevalence and nature of faith-based food aid across different religions and explore how community food aid meets the needs of a multi-ethnic, multi-faith population.
Design/methodology/approach
The study involved two phases of primary research. In Phase 1, desk-based research and dialogue with stakeholders in local food security programmes were used to identify faith-based responses to food insecurity. Phase 2 consisted of 18 semi-structured interviews involving faith-based and secular charitable food aid organizations.
Findings
The paper illustrates the internal heterogeneity of faith-based food aid. Faith-based food aid is highly prevalent and the vast majority is Christian. Doctrine is a key motivation among Christian organizations for their provision of food. The fact that the clients at faith-based, particularly Christian, food aid did not reflect the local religious demographic is a cause for concern in light of the entry-barriers identified. This concern is heightened by the co-option of faith-based organizations by the state as part of the “Big Society” agenda.
Originality/value
This is the first academic study in the UK to look at the faith-based arrangements of Christian and Muslim food aid providers, to set out what it means to provide faith-based food aid in the UK and to explore how faith-based food aid interacts with people of other religions and no religion.