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Quality and the financial service sector

John Macdonald (Recognized as a pioneer in bringing the quality revolution to the UK. He spent the majority of his business life in the computer industry. When he became the director of quality management for Honeywell, he became one of the first in that position in the UK. In 1983 he established Crosby Associates Ltd for Philip Crosby, and since 1988 has been very much involved in writing and developing his own concepts.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 February 1995

1308

Abstract

Analyses the changes which have taken place in the financial services industry in recent years. Shows how customer expectations have changed and how customer power has increased with competition. Suggests that most of the industry at present fails to meet the new challenges, but identifies some notable exceptions.

Keywords

Citation

Macdonald, J. (1995), "Quality and the financial service sector", Managing Service Quality: An International Journal, Vol. 5 No. 1, pp. 43-46. https://doi.org/10.1108/09604529510081794

Publisher

:

MCB UP Ltd

Copyright © 1995, MCB UP Limited

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