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Strategic Planning and the Quality of Services in Retail Banking

In: The Commercial Banking Handbook

Author

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  • Dimitris N. Chorafas

Abstract

Transforming a retail bank to operate efficiently in a knowledge society is an imaginative and demanding task. It is demanding because management must shed old-age values, adopt new approaches and establish worthwhile incentives. Among the major contrasts between old and new environments is the fact that people, not machines, are central to the productivity of financial services.

Suggested Citation

  • Dimitris N. Chorafas, 1999. "Strategic Planning and the Quality of Services in Retail Banking," Palgrave Macmillan Books, in: The Commercial Banking Handbook, chapter 4, pages 77-100, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-37908-4_4
    DOI: 10.1057/9780230379084_4
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