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

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  • João Ferreira

    ()

  • Carla Marques

    ()

  • Carlos Azevedo

    ()

Abstract

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

Suggested Citation

  • João Ferreira & Carla Marques & Carlos Azevedo, 2011. "Competitiveness, resources, and capabilities: empirical evidence from retail banking," Service Business, Springer;Pan-Pacific Business Association, vol. 5(4), pages 313-337, December.
  • Handle: RePEc:spr:svcbiz:v:5:y:2011:i:4:p:313-337
    DOI: 10.1007/s11628-011-0117-7
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    References listed on IDEAS

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    1. Morgan, Julian & Locarno, Alberto & Vallés, Javier & Berben, Robert-Paul, 2004. "Cross-country differences in monetary policy transmission," Working Paper Series 400, European Central Bank.
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    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.
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    Cited by:

    1. Marjan S. Jalali & Fernando A. F. Ferreira & João J. M. Ferreira & Ieva Meidutė-Kavaliauskienė, 2016. "Integrating Metacognitive and Psychometric Decision-Making Approaches for Bank Customer Loyalty Measurement," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 15(04), pages 815-837, July.
    2. Zanna Aa & Josée Bloemer & Jörg Henseler, 2015. "Using customer contact centres as relationship marketing instruments," Service Business, Springer;Pan-Pacific Business Association, vol. 9(2), pages 185-208, June.
    3. Eric H. Y. Koh & Mohan V. Avvari & Kim Hua Tan, 2016. "An integrated framework for competency development: perspectives of risk managers in banks," Service Business, Springer;Pan-Pacific Business Association, vol. 10(3), pages 581-602, September.
    4. Alexandre Momparler & Carlos Lassala & Domingo Ribeiro, 2013. "Efficiency in banking services: a comparative analysis of Internet-primary and branching banks in the US," Service Business, Springer;Pan-Pacific Business Association, vol. 7(4), pages 641-663, December.

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