This file is part of IDEAS, which uses RePEc data


[ Papers | Articles | Software | Books | Chapters | Authors | Institutions | JEL Classification | NEP reports | Search | New papers by email | Author registration | Rankings | Volunteers | FAQ | Blog | Help! ]

Barriers to Customer-oriented Control in Financial Services

Author info | Abstract | Publisher info | Download info | Related research | Statistics
Author Info
Jørn Flohr Nilsen () (Department of Management, University of Aarhus, Denmark)
Per Nikolaj D. Bukh () (Department of Management, University of Aarhus, Denmark)
Niels Peter Mols () (Department of Management, University of Aarhus, Denmark)
Abstract

Increasing competition and demanding customers in the financial retail sector has become a challenge to the sector's traditional management accounting systems. Few financial institutions have accounting systems that allow them to identify the profitability of customer segments, and the relationship between customer related activities, customer loyalty and profit are hardly known at all. However, information systems are changing. This article documents how Danish financial institutions have accomplished - or planned - analyses of customer profitability. Other initiatives seem to support the customer orientation through empowerment at the branch level, but several barriers hamper further customer-oriented change in organizational behaviour. Data gathered at the branch level most strongly indicate problems of ownership and project sponsoring and it is argued that new accounting systems may be less important than goal-oriented participation of the frontline employees.

Download Info
To download:

If you experience problems downloading a file, check if you have the proper application to view it first. Information about this may be contained in the File-Format links below. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.

File URL: ftp://ftp.econ.au.dk/afv/wp/99/03.PDF
Our checks indicate that this address may not be valid because: 404 File not found. If this is indeed the case, please notify ()
File Format: application/pdf
File Function:
Download Restriction: no

Publisher Info
Paper provided by School of Economics and Management, University of Aarhus in its series Management Working Papers with number 1999-3.

Download reference. The following formats are available: HTML (with abstract), plain text (with abstract), BibTeX, RIS (EndNote, RefMan, ProCite), ReDIF
Length: 22 pages
Date of creation:
Date of revision:
Handle: RePEc:aah:aarmng:1999-3

Contact details of provider:
Web page: http://www.econ.au.dk/afv/

For technical questions regarding this item, or to correct its listing, contact: ().

Related research
Keywords:

Find related papers by JEL classification:
M00 - Business Administration and Business Economics; Marketing; Accounting - - General - - - General
M10 - Business Administration and Business Economics; Marketing; Accounting - - Business Administration - - - General
M30 - Business Administration and Business Economics; Marketing; Accounting - - Marketing and Advertising - - - General
M31 - Business Administration and Business Economics; Marketing; Accounting - - Marketing and Advertising - - - Marketing

Statistics
Access and download statistics

Did you know? IDEAS uses the data collected within the RePEc project, the largest online bibliographic database in Economics.

This page was last updated on 2009-12-28.

This information is provided to you by IDEAS at the Department of Economics, College of Liberal Arts and Sciences, University of Connecticut using RePEc data on a server sponsored by the Society for Economic Dynamics.