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Ethical Banking — the Cutting Edge of Service Quality

In: Ethical Banking

Author

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  • James J. Lynch

    (Lions Green)

Abstract

The 1980s witnessed a new phenomenon in service industries — the existence of customers. Banks have invested millions in ‘customer care’, ‘service quality’ programmes with varying degrees of success. I have been deeply involved in the design and implementation of such programmes for ten years. My experience in Britain, Ireland and the United States has shown that certain preconditions are necessary for ethical banking to take root (see Table 7.1).

Suggested Citation

  • James J. Lynch, 1991. "Ethical Banking — the Cutting Edge of Service Quality," Palgrave Macmillan Books, in: Ethical Banking, chapter 7, pages 95-126, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-1-349-21710-6_7
    DOI: 10.1007/978-1-349-21710-6_7
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