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Competitiveness, resources, and capabilities: empirical evidence from retail banking

Listed author(s):
  • João Ferreira

    ()

  • Carla Marques

    ()

  • Carlos Azevedo

    ()

This research aims to identify and measure bank employee perceptions of the determinants of competitiveness in terms of resources, skills, and capabilities within the retail banking sector. All the 40 branches of a leading Portuguese bank—the Caixa Geral de Depósitos—operating in two Portuguese districts were surveyed. Our results show that bank competitiveness differs according to performance evaluation, human resource (HR) planning, the system of incentives, and managerial motivation. They also demonstrate that human capital is a source of success in the business of banks, which relies heavily on stable and enduring relationships with customers. The study also provides recommendations for retail bank managers seeking to refine their HR strategies as a means of improving their competitiveness. Copyright Springer-Verlag 2011

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File URL: http://hdl.handle.net/10.1007/s11628-011-0117-7
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Article provided by Springer & Pan-Pacific Business Association in its journal Service Business.

Volume (Year): 5 (2011)
Issue (Month): 4 (December)
Pages: 313-337

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Handle: RePEc:spr:svcbiz:v:5:y:2011:i:4:p:313-337
DOI: 10.1007/s11628-011-0117-7
Contact details of provider: Web page: http://www.springer.com

Web page: http://www.panpacificbusiness.org/

Order Information: Web: http://www.springer.com/business/journal/11628

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  1. Berben, Robert-Paul & Locarno, Alberto & Morgan, Julian & Vallés, Javier, 2004. "Cross-country differences in monetary policy transmission," Working Paper Series 0400, European Central Bank.
  2. Newenham-Kahindi, Aloysius, 2011. "Human resource strategies for managing back-office employees in subsidiary operations: The case of two investment multinational banks in Tanzania," Journal of World Business, Elsevier, vol. 46(1), pages 13-21, January.
  3. Pita Barros, Pedro, 1999. "Multimarket competition in banking, with an example from the Portuguese market," International Journal of Industrial Organization, Elsevier, vol. 17(3), pages 335-352, April.
  4. Ingemar Dierickx & Karel Cool, 1989. "Asset Stock Accumulation and Sustainability of Competitive Advantage," Management Science, INFORMS, vol. 35(12), pages 1504-1511, December.
  5. Cooke, Philip, 2001. "Regional Innovation Systems, Clusters, and the Knowledge Economy," Industrial and Corporate Change, Oxford University Press, vol. 10(4), pages 945-974, December.
  6. Stroh, Linda K. & Caligiuri, Paula M., 1998. "Increasing global competitiveness through effective people management," Journal of World Business, Elsevier, vol. 33(1), pages 1-16.
  7. Barros, Fatima & Modesto, Leonor, 1999. "Portuguese banking sector: a mixed oligopoly?," International Journal of Industrial Organization, Elsevier, vol. 17(6), pages 869-886, August.
  8. Gilbert, R Alton, 1984. "Bank Market Structure and Competition: A Survey," Journal of Money, Credit and Banking, Blackwell Publishing, vol. 16(4), pages 617-644, November.
  9. Daniel Palacios-Marques & Ignacio Gil-Pechuán & Seongbae Lim, 2011. "Improving human capital through knowledge management practices in knowledge-intensive business services," Service Business, Springer;Pan-Pacific Business Association, vol. 5(2), pages 99-112, June.
  10. Ingemar Dierickx & Karel Cool, 1989. "Asset Stock Accumulation and the Sustainability of Competitive Advantage: Reply," Management Science, INFORMS, vol. 35(12), pages 1514-1514, December.
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