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The New Retail Banking Revolution

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  • Gardener Edward
  • Howcroft Barry
  • Williams Jonathan

Abstract

This paper examines the modern evolution of retail banking in a European setting and with a particular emphasis on the UK. Regulation, competition and IT developments are found to be particularly important change drivers in most European retail banking systems. Two broad strategic themes are explored. The first is the evolution of retail banking in a strategic marketing context from a supply (inward-looking) focus towards a much greater demand (outward-looking) orientation. The second theme explored is the intensifying strategic imperative towards a shareholder value culture. The key features and strategic challenges of the ‘new’ retail banking revolution are finally summarised.

Suggested Citation

  • Gardener Edward & Howcroft Barry & Williams Jonathan, 1999. "The New Retail Banking Revolution," The Service Industries Journal, Taylor & Francis Journals, vol. 19(2), pages 83-100, April.
    • Handle: RePEc:taf:servic:v:19:y:1999:i:2:p:83-100
    DOI: 10.1080/02642069900000020
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    Citations

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    Cited by:

    1. Neringa Ivanauskiene & Vilte Auruškeviciene & Vida Skudiene & Sarunas Nedzinskas, 2012. "Customer perceptions of value: case of retail banking," Organizations and Markets in Emerging Economies, Faculty of Economics, Vilnius University, vol. 3(1).
    2. Aleksandra Pisnik & Jasmina Dlačić & Borut Milfelner, 2016. "The Importance of Perceived Service Value in Retail Banking Services," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 28(2), pages 191-212.
    3. Tsung-Chi Liu & Li-Wei Wu, 2009. "Cross-buying evaluations in the retail banking industry," The Service Industries Journal, Taylor & Francis Journals, vol. 29(7), pages 903-922, July.
    4. Olga Vl. Bitkina & Jaehyun Park & Hyun K. Kim, 2022. "Measuring User-Perceived Characteristics for Banking Services: Proposing a Methodology," IJERPH, MDPI, vol. 19(4), pages 1-15, February.
    5. Batiz-Lazo, Bernardo & Karlsson, Tobias & Thodenius, Björn, 2009. "Building Bankomat: The development of on-line, real-time systems in British and Swedish savings banks, c.1965-1985," MPRA Paper 27084, University Library of Munich, Germany.
    6. Robert Webb & Cormac Bryce & Duncan Watson, 2010. "The effect of building society demutualisation on levels of efficiency at large UK commercial banks," Journal of Financial Regulation and Compliance, Emerald Group Publishing Limited, vol. 18(4), pages 333-355, November.
    7. Van Overbeke, Toon, 2022. "(De)regulating automation: the rise of credit scoring and market-led banking in the UK and Germany," LSE Research Online Documents on Economics 114993, London School of Economics and Political Science, LSE Library.
    8. Robert Webb, 2003. "Levels of efficiency in UK retail banks: a DEA window analysis," International Journal of the Economics of Business, Taylor & Francis Journals, vol. 10(3), pages 305-322.
    9. Ahmed Tolba & Iman Seoudi & Hakim Meshriki & Mina AbdelShahid, 2015. "Impact Of Ethical Sales Behavior, Quality And Image On Customer Satisfaction And Loyalty: Evidence From Retail Banking In Egypt," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 8(2), pages 1-18.
    10. Omarini, Anna, 2017. "The Digital Transformation in Banking and The Role of FinTechs in the New Financial Intermediation Scenario," MPRA Paper 85228, University Library of Munich, Germany.

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