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| Author: | O'Loughlin, D. Szmigin, I. |
| Title: | External and internal accountability of financial services suppliers: current paradoxes in managing expectations and experience |
| Journal: | Journal of Strategic Marketing
2005 : JUN, VOL. 13:2, p. 133-147 |
| Index terms: | Accountability Banking Expectations Financial services IRISH REPUBLIC |
| Language: | eng |
| Abstract: | This paper discusses the Irish financial services sector and the technological and competitive developments that have taken place. Financial suppliers increasingly struggle to practice external accountability to their customers and internal accountability to their employees. Suggestions are made in relation to the incorporation of consumer research, internal marketing and technology in order to provide a banking experience which facilitates supplier commitment and accountability to both customers and employees. |
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