Purpose -The purpose of this paper is to explore the possible usefulness of a combined multiattribute and Kano model in analysing how service quality is perceived by mass affluent bank customers. More precisely, to identify quality dimensions, attributes, and items in terms of takenfor-granteds, proportionals, delighters, and neutrals. Design/methodology/approach -Using a survey, the authors measured how mass affluent customers in one region in a major Swedish bank perceived service quality. Responses were analysed with reference to both multi-attribute service quality and Kano models.Findings -The combined model seems to provide some guidance regarding how service quality is perceived by bank customers in the mass affluent segment. The significant number of neutral items reveals potentially wasted resources. The finding of only one delighter item reveals that mass affluent customers are difficult to please. However, substantial heterogeneity exists in customer perceptions of the service quality items investigated. Research limitations/implications -This exploratory study examines only one bank in one region in one country, implying a need for additional research applying this combined model and other methods to investigate private banking in the mass affluent segment. Practical implications -The significant number of neutrals implies that banks might be more efficient if they avoided spending resources on such items. The conspicuous spread in conceptions of service quality items suggests that bank managers and personal bankers may benefit from co-creating services with mass affluent customers. Social implications -Banks are intermediates on financial markets. Improved and customized service quality could make mass affluent customers inclined to invest their resources in ways that promote economic growth. Originality/value -In addition to traditional measurement models, the Kano model may contribute to service quality assessment in private banking.

Purpose -Utilising data from 18 in-depth case studies, this study seeks to explore training, development and human resource development (HRD) practices in European call centres. It aims to argue that the complexity and diversity of training, development and HRD practices is best understood by studying the multilayered contexts within which call centres operate. Call centres operate as open systems and training, development and HRD practices are influenced by environmental, strategic, organisational and temporal conditions. Design/methodology/approach -The study utilised a range of research methods, including in-depth interviews with multiple stakeholders, documentary analysis and observation. The study was conducted over a two-year period. Findings -The results indicate that normative models of HRD are not particularly valuable and that training, development and HRD in call centres is emergent and highly complex. Originality/value -This study represents one of the first studies to investigate training and development and HRD practices and systems in European call centres.

Purpose The purpose of this paper is to explore mass affluent customer perceptions of the service quality delivered by personal advisors and banks, and the contributions of personal advisors and banks to customer satisfaction; and also to analyse the strength of the relationship between customer satisfaction with personal advisors and banks. Design/methodology/approach A survey composed of items designed to mirror service quality practices used in the mass affluent segment was administered to customers of a major Swedish bank. Statistical analyses of the responses were performed. Findings Four service quality dimensions are identified as salient to customer satisfaction: interpersonal behaviour, knowledge, service portfolio, and trust. The relative importance of these dimensions depends on whether customer satisfaction with the personal advisor or the bank is focused. Moreover, the analysis indicates a double “rubbing off” effect where customer satisfaction with the personal advisor influences customer satisfaction with the bank and vice versa. Originality/value The unexplored separation of service quality provided by the bank and the personal advisor is central to perceived service quality. The study focuses on customer satisfaction in the mass affluent segment, which is an unexplored context different from retail banking.

No abstract

Purpose -The purpose of this paper is to explore and describe associations between the strategic (market/industry) context, the operational requirements, and the work design of in-house, inbound call centres in the financial sector. Design/methodology/approach -This cross-sectional study uses data from a survey conducted between February 2002 and September 2005 as part of the Global Call Centre Industry Project, which included call centres from 17 countries. The present analysis is based on a sub-sample of 375 call centres from that survey. Findings -Managers of in-house, inbound call centres in the financial-services sector claim that they adopt a relationship-oriented approach to the work of their call centres; however, the present study demonstrates that they fail to design their employees' work appropriately to meet this requirement. This is especially the case for call centres in the insurance sector.Research limitations/implications -The original data collection was undertaken in a much broader context than this delineated study. There is a need to develop the concepts of relationship building and work design in the context of call centres. There is also a need to explore the perspective of employees with regard to operational requirements and work design and the customer's perception of service quality. Practical implications -If managers of call centres in the financial-services sector really wish to encourage relationship building between employees and customers, they need to reconsider the current work design of their call centres. Originality/value -The paper enhances knowledge of how operational requirements are linked to work design in call centres.