bluuebunny/crossref_metadata_2025 huggingface dataset:
The issues surrounding the provision of CASIAS services in libraries
Authors: Brunskill Kate
Published: July 2002

Summarizes the findings of a research project carried out at Aston University. The research investigated the issues surrounding the provision and use of CASIAS current awareness services with individual article supply services and the impact of these services on users, libraries and service providers, with particular attention being paid to the needs and attitudes of users. Places the current awareness needs of users in the context of their other literature‐based activities, and explores the benefits and limitations of the available current awareness, article supply and full CASIAS services, in relation to meeting users’ needs. Concludes with a summary of users’ suggestions about what might constitute the ideal CASIAS service. Introduces the interests of libraries and service providers.
Copyright and document delivery in the electronic environment
Authors: Cornish Graham P.
Published: July 2002

Copyright is a central issue when considering document supply electronically because actions seen as simple in themselves are technically complex and raise many legal issues. The basic concepts of copyright law apply whatever the situation but trying to map these on to the electric situation can be difficult. Proposals from the European Commission to change the law will make the provision of document supply services even more difficult. The use of vehicles such as the World Wide Web for delivering documents and information generally while offering exciting opportunities, is full of obstacles. Recent legal cases give little reason for optimism in this area.
Interlending and document supply: a review of recent literature ‐ XXXIV
Authors: Gould Sara
Published: July 2002

Reviews recent interlending and document supply literature, with coverage of the following topics: why ILL requests fail; access versus holdings via electronic document delivery; evaluating the various suppliers, delivery options, page formats, costs and speed for electronic document delivery; electronic document delivery as one of the ways libraries can service the needs of open/distance learners; and the problems of document delivery to and for developing countries.
The state and development of the Russian grey literature collection and dissemination centre
Authors: Pavlov Leonid P.
Published: July 2002

Thirty years ago a special centre was created in the USSR by the government decision to centralise the collection and bibliographic control of all Soviet grey literature. The centre, now named the Scientific and Technical Information Centre of Russia (the Russian acronym ‐VNTIC) is responsible for the maintenance of the complete repository for scientific research and development reports and dissertations (candidate and doctoral). VNTIC carries out the dual function of both archiving and disseminating grey literature. A general outline of VNTIC activities is given and a brief description of VNTIC information products and services is presented.
The renaissance of the interlibrary loan protocol: developments in open systems for interlibrary loan message management
Authors: Shuh Barbara
Published: July 2002

The article traces the history of the ISO Interlibrary Loan Protocol, starting with the early implementation work in Canada and Europe to its current renaissance, driven by the commitment of an international group of implementors and easy access to Internet communications network.
Blaise‐Web goes to school: a study of a secondary school’s use of Blaise‐Web
Authors: Tarter Anne‐Marie
Published: July 2002

Reports the results of a trial study of one secondary school’s use of Blaise‐Web as a method of obtaining resources for staff and senior students aged 16‐18. During the six month trial over 60 items were found and ordered from the British Library’s Document Supply Centre using Blaise‐Web, of which 80 per cent arrived in school within seven days. User satisfaction was extremely high with over 86 per cent of the items borrowed judged to be useful for students and teachers. Although the trial was very successful, the full cost of continuing access to Blaise‐Web after trial completion was beyond the finances of the school. In order to continue what has become a very popular service the school now searches the DSC catalogue via OPAC 97 and uses postal order forms.
Marangoni convection of non‐Newtonian power law fluids in a shallow rectangular cavity
Authors: Naïmi M. , Hasnaoui M. , Platten J.K.
Published: July 2002

Analytical and numerical studies are conducted for two‐dimensional steady‐state Marangoni convection of a non‐Newtonian power law fluid confined in a rectangular horizontal shallow cavity subjected to a horizontal temperature gradient between the two short vertical rigid sides, while the upper free surface and the lower rigid one are insulated. The effect of the non‐Newtonian behavior on the hydrodynamic stability, the fluid flow, the temperature field, and the heat transfer is studied. The parallel flow is obtained in some particular situations for which a good agreement is observed between the analytical results based on the parallel flow assumption and those corresponding to the numerical simulations.
The future is predictable for international marketers
Authors: de Mooij Marieke
Published: July 2002

Discusses the globalisation of markets and questions the assumption that economic development would result in the converging needs of consumers and standardisation of marketing and advertising. Claims that consumers’ values are strongly rooted in history and tradition and that with the convergence of incomes, people have more freedom to express themselves and this is done through their own specific value patterns. Outlines Hofstede’s five dimensions of national culture. Investigates consumer behaviour across different nationalities for a sample of products and services.
Psychic distance: a concept past its due date?
Authors: Stöttinger Barbara , Schlegelmilch Bodo B.
Published: July 2002

Reflects on the comments made by Evans et al. concerning a previously published article by the authors in IMR, but only partly concurs with their conclusions. As to the interpretation of the results, maintains that the contradictory empirical evidence prevents a meaningful use of the construct. In terms of the operationalisation, partly agrees with Evans et al., but argues that a more complete operationalisation of psychic distance would only be sensible if one is willing to drop the idea of using psychic distance as a summary indicator.
Psychic distance and the performance of international retailers – A suggested theoretical framework
Authors: Evans Jody , Treadgold Alan , Mavondo Felix T.
Published: July 2002

Research into firm internationalisation has identified psychic distance as a key factor in explaining variations in both expansion patterns and organisational performance. Despite the substantial growth in research on the internationalisation of retailing, most contributions have been highly descriptive and generally bereft of coherent theoretical frameworks. This paper postulates that the psychic distance concept may provide an appropriate theoretical framework to explain variations in the organisational performance of retailers operating in the international arena. It is recognised that psychic distance alone cannot explain variations between countries inretailers’ performance. Other factors, such as the strategic decision making process, entry strategy adopted, the nature of the retail offer and the extent of adaptation, and organisational and managerial characteristics also influence the organisational performance of international retailers.
Foreign entry into British retailing, 1850‐1994
Authors: Godley Andrew , Fletcher Scott
Published: July 2002

A newly compiled dataset allows us to trace the history of foreign direct investment in UK retailing since 1850. Our results suggest that the upsurge of cross‐border activity in the 1980s and early 1990s was exceptional in absolute terms. However, when compared to the most likely determinant of entry rates, consumer purchasing power, the recent upturn is best seen as a return, after several decades of relatively low entry rates, to the high level of FDI prevailing in the early twentieth century. Moreover, we conclude that cross‐border retailing will continue to increase, and to do so at a rate close to twice that of the growth in consumer purchasing power.
The Born Globals
Authors: Moen Øystein
Published: July 2002

Over the last decade several studies have focused on what have been called International New Ventures or Born Globals – firms that engage in significant international activity a short time after being established. Building on an empirical study of small firms in Norway and France, it was found that more than half of the exporting firms established since 1990 could be classified as Born Globals. This implies that the Born Global issue is not limited to just a few firms, it includes the majority of newly established exporting firms. Furthermore, in terms of global orientation, export strategy, competitive advantages and market situation – the newly established, highly‐involved exporters possess similar characteristics to the old global firms. Also, newly established low level involvement exporters resemble old low level involvement exporters. Examining the differences between newly established firms with high or low export involvement levels revealed that a decision maker’s global orientation and market conditions (home and export markets) are important factors. Because this study found that a firm is either Born Global or “born as local”, the relevance of internationalization process stage models, as described in previous research, came into question. A key implication is that the decisions made during the establishment process of the firm may be more important to future export development than expected, according to the internationalization process models. In many countries export development programs target the established firms in order to help them succeed in export markets. Alternatively, our findings recommend that export assistance programs place their focus on newly established highly‐involved exporters.
Strategic firm type and export performance
Authors: Shoham Aviv , Evangelista Felicitas , Albaum Gerald
Published: July 2002

This study adopts the Miles and Snow typology as a framework for analyzing export performance of manufacturing firms. The study investigates the role of distinctive competence and various strategic responses of firms belonging to each strategic type on their foreign market performance. The results of this study show that a firm’s strengths and strategic responses are related and that the impact of strategic responses on export performance differs according to the firm’s strategic type. Based on these results, the strengths that defenders, prospectors and analyzers should build and maintain as well as the strategic responses that each should pursue are identified.
Towards the Fifth‐generation Innovation Process
Authors: Rothwell Roy
Published: July 2002

The growing complexity and pace of industrial technological change are
forcing firms to forge new alliances and to respond more efficiently to
market changes. This process is leading some companies towards more
strategically directed integration within external agencies. Some are
also adopting a sophisticated electronic toolkit in their design and
development activities. These leading edge innovators are beginning to
take on elements of the fifth‐generation (5G) innovation process.
Describes developments towards this process.
Export barriers: non‐exporters′ perceptions
Authors: Leonidou Leonidas C.
Published: July 2002

Provides an empirical assessment of non‐exporters′ perceptions on
the factors that hinder the initiation of export activities. The
research investigation, which was conducted among a representative
random sample of 112 Cypriot manufacturing concerns, revealed that the
increasing competitive pressures in the world market constituted the
most severe impediment to the export initiation process. A number of
organizational determinants exhibited a discriminating effect on certain
export barriers. Specifically, there was a tendency by firms with no
prior export experience, of small size and with relatively few years in
business, to overstress some of the export barriers addressed. However,
the type of goods manufactured did not exhibit any differentiating
impact. An attempted classification of the export barriers according to
internal/external and domestic/foreign typologies revealed no
significant differences in the inhibiting impact of the resulting
groups.
Ideal and actual product adaptation in US exporting firms
Authors: Johnson Jean L. , Arunthanes Wiboon
Published: July 2002

Investigates how export market characteristics such as local
government regulation, infrastructure differences, export market lag,
cultural differences, end‐user differences in tastes and preferences,
and competitive intensity affect ideal and actual product adaptation.
Explores how these effects varied by consumer versus industrial
products. A mail survey of medium‐sized export firms provided the data
for hypothesis testing. The results suggested the major market factors
driving adaptation were government regulation, infrastructure
differences and market lag. Evaluates the effects of adaptation on
several dimensions of firm performance. Sales growth was the only
dimension significantly affected by adaptation.
Ethics at the purchasing/sales interface: an international
perspective
Authors: Wood Graham
Published: July 2002

Examines the ethical problems within international purchasing and
sales interactions. Bribery is identified as the major problem, though
this is only true in North‐South trade, and ignores evidence of
unethical practices in the interactions between purchasing and sales
generally. Business people in the North tend to adopt double standards
when criticizing the acceptance of bribery in some cultures, while
ignoring the unethical practices in their own cultures. An interaction
approach avoids cultural relativism, by seeing gifts and entertaining as
a necessary part of the development of personal relationships which
characterize successful international business relationships. It seems
that a majority of international business transactions take place
without the intervention of unethical inducements. Furthermore, the
development and introduction of codes of ethics as well as the work of
organizations such as Transparency International all suggest the climate
is changing to one more supportive of high ethical standards.
Personal and professional values underlying ethical decisions
Authors: Singhapakdi Anusorn , Rallapalli Kumar C. , Rao C.P. , Vitell Scott J.
Published: July 2002

Cultural differences in moral judgements are generally recognized
by marketing ethicists. Attempts to investigate the issue of
cross‐cultural ethical differences by comparing US marketers and Thai
marketers with respect to their professional and personal values. A
self‐administered questionnaire was used as the data collection
technique. Results indicate that US marketers are significantly
different from Thai marketers based on the combination of professional
and personal values.
Do not‐for‐profits value their customers and their needs?
Authors: Bruce Ian
Published: July 2002

Not‐for‐profit organizations, sometimes called charities or
voluntary organizations, are assumed to be serving their customers well
– but are they? A customer segmentation is proposed of
beneficiaries, supporters, stakeholders and regulators, each group
having intermediaries through which the end customer may be reached.
Lays out structural reasons why not‐for‐profits may not value or respect
their customers, including excess demand, lack of competition,
professional dominance and distance, lack of consumer research, lack of
appreciation of supporters (both donors and volunteer service workers),
comparatively lower salaries of staff, and argues that the “inter
constituency tension” of the different and competing needs of
beneficiaries, supporters, stakeholders and regulators plus the
production orientation of many not‐for‐profits means that, in practice,
customers are not sufficiently valued or respected.
International differences in product perception: a product map analysis
Authors: MacKay David B. , Easley Robert F.
Published: July 2002

Shows that traditional product mapping methods for product positioning analysis fail in international settings due to the high variability of product preferences within each country and the lack of a common product perception among countries. Shows how explicitly incorporating variation in the product positioning analysis can overcome both of these problems. Uses a comparison of how Japanese and US consumers differ in their perceptions of the gift market for young males to illustrate how the proposed method differs from traditional methods. Indicates that Japanese consumers perceive the gift market much more uniformly than Americans.
Country managers: the next generation
Authors: Martínez Jon I. , Quelch John A.
Published: July 2002

Addresses the role of the country general manager in multinational corporations (MNCs). Identifies four distinct types of country manager and attempts to mesh this typology with earlier typologies that have addressed the generic strategies of MNCs and the strategies of individual subsidiaries within MNCs. The result is a matrix that shows the type of country manager most often needed to execute each of four subsidiary roles that are commonly associated with four corresponding MNC strategies.
A cross‐national investigation of the effects of country of origin and brand name on the evaluation of a new car
Authors: Häubl Gerald
Published: July 2002

Examines the cross‐national applicability of a model of the effects of country of origin and brand name on consumers’ evaluations of a product. Specifically, investigates the structures of country‐of‐origin and brand effects on the evaluation of a new automobile by German and French car owners. Uses a multi‐group structural equation modelling approach to assess the invariance of the proposed model across countries. Reports findings indicating both the factor structure and the structural model relationships are invariant, thus providing support for the hypothesis of the model’s cross‐national generalizability. Also notes that both brand name and country of origin turned out to have a significant impact on consumers’ evaluations of the automobile. Discusses the implications of the study for international manufacturing decisions and new product development.
International marketing textbooks
Authors: Jaffe Eugene D.
Published: July 2002

Reports the results of a citation analysis of 15 international marketing textbooks. Citations represent a measure of the importance of the works referenced and their influence on the discipline being studied. Similarly, the number of citations of authors indicates their influence in a discipline’s development. Finds a high degree of variability of subject matter coverage between the textbooks studied indicating either that authors try to differentiate their offerings, or that there is not yet a consensus of what constitutes the discipline of international marketing.
Multiple diffusion and multicultural aggregate social systems
Authors: Parthasarathy Madhavan , Jun Sunkyu , Mittelstaedt Robert A.
Published: July 2002

Extends the diffusion of innovations paradigm to today’s pluralistic marketplace by introducing the concept of multiple diffusion, whereby an innovation diffuses in multiple sub‐social systems, each with a distinct pattern of adoption, that together comprise the aggregate diffusion pattern for a given society. Identifies variables that affect the multiple diffusion process, presents propositions related to them, and discusses implications of this framework for marketing researchers and practitioners.
Global corporate visual identity systems
Authors: Melewar T.C. , Saunders John
Published: July 2002

This research study investigates the relationship between the degree of headquarters control and standardization of Corporate Visual Identity System (CVIS) among British companies and their subsidiaries in Malaysia. It examines chief executive involvement in the development of a standardized CVIS. The findings suggest that centralised control of CVIS decisions occurs with standardization of CVIS. Moreover, the findings indicate that the chief executive is the key internal driving force of globally standardized CVIS. Against expectations, locals matched the favourable disposition of headquarters towards global standardization.
Exporting and the Internet: a conceptual perspective
Authors: Samiee Saeed
Published: July 2002

This study explores the suitability and the potential use of the Internet in exporting. Six fundamental axioms that govern the Internet‐export business dyad are identified and antecedents to the relevance of the Internet in exporting are explored. The axioms address the difficulty of acquiring a sustainable competitive advantage via the Internet, the necessity for export‐specific structures, the “derived” nature of consumer demand, security concerns, the presence of structural impediments in using the Internet, and the transaction‐ versus process‐based use of the Internet in exporting. In particular, the use and penetration of the Internet are significantly influenced by the presence of key structural impediments of various nations, which are fully explored in this study. In these contexts, applications of the Internet in exporting are examined in light of exporter type, application type, and transaction type. Using this information, a conceptual framework that defines the role of the Internet in exporting is offered. According to the framework, the appropriateness and the extent to which an exporter may successfully use the Internet should be assessed in light of its net incremental contribution to export profits.
International marketing: an assessment
Authors: Paliwoda Stanley J.
Published: July 2002

The vast scope and range of International Marketing is reviewed in its entirety with a view to how the subject is and should be researched and taught. Definitions are questioned, and important gaps, societal trends and present‐day bad practices are identified that ought to feature more in our evaluation of the subject. The positioning of the academic community relative to the business community is discussed in terms of subject development. The dilemma is whether then to teach actual skills or develop knowledge and mental training. This paper questions the status quo. The deficiencies of the current International Marketing model are Western based and manufacturing rather than services oriented. Where are the countries in transition? International Marketing is questioned for its efficacy and as a body of knowledge. Finally, a wishlist of desirables is put forward as to what should unfold in the future in terms of subject development, regulation, funding, research opportunities and replication.
Cultural closeness as a facet of cultural affinity
Authors: Swift Jonathan S.
Published: July 2002

Deals with the relationship between cultural closeness and cultural affinity. The basis of the research is that a correlation exists between the level of affinity (or “liking”) executives feel for a foreign culture, and the extent to which they feel psychologically close to that culture. Findings indicate a moderate level of correlation between cultural closeness and cultural liking (r = 0.4048, p = 0.0000), which would suggest that cultural closeness is a contributory element to psychic closeness. Looks at the concept of psychic distance, examining the component elements. It then details the empirical research on which the conclusions are based, explaining how a sample of industry executives was identified, and how the research was carried out. Concludes with an overview of culture as an element of distance in international business, and makes some suggestions for pre‐departure executive training.
The retail experience in airport departure lounges: reaching for timelessness and placelessness
Authors: Rowley Jennifer , Slack Frances
Published: July 2002

It is reasonable to assume that a sense of timelessness and placelessness is particularly likely to be experienced by travelers in transit, involved in international travel between distant places with different time zones. Therefore an examination of the environment in airport departure lounges might be expected to offer an insight into the post‐modern environment in which time and place are beginning to lose meaning. Retailers have a significant role to play in the creation and shaping of such environments. The research described in this article was conducted in pursuit of the following aim: to investigate airport departure lounges as environments in which timelessness and placelessness might be exhibited. This environment is analysed in terms of: servicescape and ambience; the range of retail outlets and their product ranges; marketing messages and communication; and, the customer experience. A level of sameness is uncovered, but there are also national and cultural dimensions which invade the experience. This creates a softened, but not entirely absent sense of place and time.
An exposition of consumer behaviour in the financial services industry
Authors: Beckett Antony , Hewer Paul , Howcroft Barry
Published: July 2002

Deregulation and the emergence of new forms of technology have created highly competitive market conditions which have had a critical impact upon consumer behaviour. Bank providers must, therefore, attempt to better understand their customers in an attempt not only to anticipate but also to influence and determine consumer buying behaviour. The paper accordingly presents and develops a model which attempts to articulate and classify consumer behaviour in the purchasing of financial products and services. The theoretical insights generated by this model are then used to examine qualitative research data gained from focus group discussions on consumers’ attitudes to their financial providers and their financial products. Finally, these findings are examined for the potential insights they provide to bank providers attempting to identify appropriate strategies which are conducive to increased customer retention and profitability.
Managing word of mouth communication: empirical evidence from India
Authors: Ennew Christine T. , Banerjee Ashish K. , Li Derek
Published: July 2002

Financial service providers have long placed considerable faith in positive word of mouth communication as a means of attracting new customers and a variety of studies of customer choice of bank highlight the significance of personal recommendation. Given that financial services tend to be characterised by a predominance of experience and credence qualities, word of mouth communication is particularly valuable, providing the potential consumer with vicarious experience of the service under consideration. The impact of word of mouth is probably at its strongest when it originates from social contacts because of their greater perceived reliability. By its very nature, this form of communication is outside the formal control of an organisation and yet its impact is such that the ability to influence or encourage word of mouth could be a powerful marketing tool. This paper provides an exploratory analysis of the importance of word of mouth and the factors which influence its role within an organisation’s marketing strategy, with particular reference to customer referral campaigns. Empirical evidence is collected from the (rapidly changing and liberalising) financial services sector in India.
A reliable and valid measurement scale for the perceived service quality of banks
Authors: Bahia Kamilia , Nantel Jacques
Published: July 2002

Describes a study performed in Canada to develop a reliable and valid scale for the measurement of the perceived service quality of bank services. A sample of retail banking customers was questioned. The proposed scale is called banking service quality (BSQ) and comprises 31 items which span six dimensions: effectiveness and assurance; access; price; tangibles; services portfolio and reliability.
Gazetted hotels in Singapore: a banking study
Authors: Gerrard Philip , Barton Cunningham J.
Published: July 2002

Hotels can be classified as a type of business which not only uses large amounts of capital, but also employs relatively large numbers of people. The present study sets out to establish how Singapore’s Gazetted hotels (i.e. those hotels which have met certain minimum criteria as laid down by the Singapore Tourism Board) select their bank. The study also sought to establish how satisfied these hotels were in relation to the various selection criteria, the range of bank and non‐bank financial products they used and the extent to which they engaged in multiple banking and why. The results showed that pricing and geographical proximity were very important when selecting a bank. Generally, banks were found to more than satisfy the respondents in relation to the selection criteria, especially in regard to geographical convenience and accuracy of bank statements. The Gazetted hotels used a range of borrowing and non‐borrowing products, indicating that they are generators of both fee and interest income for banks. A majority of the respondents engaged in multiple banking and mainly did so in order to seek out the best borrowing rates.
The impact of strategic planning on the competitiveness, performance and effectiveness of bank branches: a neural network analysis
Authors: Moutinho L. , Phillips P.A.
Published: July 2002

The banking distribution system is going through a rapid process of change. This research study focuses on the analysis of the perceptions, of 58 bank branch managers selected from 14 branches belonging to two major Scottish banks, of the impact of a variety of planning practices on competitiveness, overall performance, strategic planning effectiveness and marketing effectiveness. The gathered data were then subjected to a number of learning iterations as part of a specifically designed neural network topology. Major findings derived from the study revealed that: bank branch effectiveness is affected by effective management practices; the overall performance of the branch depends highly on both long term thinking and innovation; long‐term thinking seems to have also a high degree of impact on strategic planning effectiveness; and finally, the degree of precision attached to planning, programming, budgeting and control seems to trigger high levels of marketing effectiveness.
Performance benchmarking and strategic homogeneity of Indian banks
Authors: Mukherjee Avinandan , Nath Prithwiraj , Nath Pal Manabendra
Published: July 2002

Explores the linkage between performance benchmarking and strategic homogeneity of Indian commercial banks. Devises a method of benchmarking performance of Indian commercial banks using their published financial information. Defines performance by how a bank is able to utilize its resources to generate business transactions and is measured by their ratio, which is then called the efficiency. The concept of efficiency is critical from a marketing perspective. Methodologically, in order to overcome some of the shortcomings of simple efficiencies obtained through self‐appraisal of individual banks, a more “democratic” concept of cross‐efficiency evaluated with the process of peer‐appraisal has been brought in to benchmark the banks. Clusters banks based on similarity in business policy which offers a framework for competitive positioning in the target market and serves as a basis for long‐term strategic focus. Finds that the public sector banks generally outperform the private and foreign banks in this rapidly evolving and liberalizing sector.
Finance for Small and Medium‐sized Enterprises
Authors: Edwards Pamela , Turnbull Peter W.
Published: July 2002

Finance for longer‐term investment continues to be identified as a
problem in the small and medium‐sized enterprise market. Recently the
finance gap has been attributed to the use of capital gearing as a
lending assessment technique. Income gearing, which would take account
of the borrower′s expected future income flows may help to close the
finance gap. Using a postal questionnaire and in‐depth interviews,
information was gathered from companies about their forecasting
procedures. The findings show that many companies have the necessary
infrastructure to forecast income flows. However practice and culture
need to change if lending based on income gearing is to become a
reality. Company forecasts lack depth, and the time horizon chosen is
too short especially in relation to capital expenditure budgets. In the
small and medium sector the relationship between budgets and strategic
planning is not yet understood.
Risk Assessment with Asymmetric Information
Authors: Deakins David , Hussain Guhlum
Published: July 2002

The risk analysis of small business propositions is characterized by
uncertainty and asymmetric information, producing problems of moral
hazard and adverse selection for the banks and liquidity constraints for
entrepreneurs. Decision making is based on information supplied and the
application of different criteria. Concerns the relative importance of
different criteria and whether the right criteria are being used to
assess small firm ventures by banking institutions, and reports the
results of research carried out into the importance of different
criteria used in risk assessment by bank officers. Finds a high degree
of variability in the approach by different bank officers and a bias
towards financial information. The findings have marketing implications.
Risk assessment cannot be divorced from the nature of the relationship
with the small business customer. Investment in improving techniques of
risk assessment increases profitability for the bank and improves
marketing opportunities through the development of a long‐term working
relationship.
Marketing Offshore Private Banking
Authors: Maru File Karen , Prince Russ Alan
Published: July 2002

In the increasingly complex international private banking system,
intermediaries are often used to connect client and service provider for
investment and advisory services. In the creation of offshore trusts,
for example, intermediaries are often used to identify and screen the
foreign investment institution to be used for financial investment
services and asset administration. Private bankers need to manage such
intermediary channels strategically. Presents an in‐depth study of
intermediaries responsible for the referral of affluent clients to
private banks for offshore trust services. Describes their participation
in referral networks which determine their private bank selection
decision‐making processes and institutional loyalty patterns
Credit Card Development Strategies for the Youth Market
Authors: Kara Ali , Kaynak Erdener , Kucukemiroglu Orsay
Published: July 2002

In the light of increased competition and introduction of advanced
technologies into financial service sectors, financial institutions felt
the need to apply marketing concepts and techniques. In particular,
assessment and understanding of credit card customers′ needs and wants
have become very important. It is known that people develop their first
brand loyalties when they are between the ages of 18 and 25.
Accordingly, college students as an important part of the youth market
offer great opportunities for credit card companies. With this in mind,
the purpose of this empirical study is to determine the important
factors influencing credit card selection behaviour of college students
via conjoint analysis. The results of this study offer important
managerial implications for policy makers at the banks, financial
institutions and other credit card dispensing retail outlets.
Executive Forum:
Authors: Hughes T.J.
Published: July 2002

Looks at the savings market, its importance to building societies and
the way it is changing, with specific reference to the competition from
other sectors and the emergence of postal accounts. Five areas of focus
are examined which may provide some ways forward for building societies
in achieving competitive advantage. These are (1) customer retention,
(2) service quality, (3) customer segmentation, (4) serving customer
needs, and (5) a consideration of customer profitability. Now would seem
to be the right time for building societies to consider carefully how
they can provide a superior service to particular groups of customers.
Strategic benchmarking:
Authors: Drew Stephen A.W.
Published: July 2002

Financial firms often attempt to benchmark competitors or related service industries to improve new product development (NPD) and other key business processes. Although much has been learned about innovation in banks and other financial institutions in recent research studies, gaps in knowledge of best practices and cross‐industry differences remain. A Canadian survey reveals variations in strategic management of new products and innovation in banking and other financial sectors. Banks should exercise caution in interpreting the findings of benchmarking projects before adopting practices from other industries. The study also compares innovation successes and failures. Critical factors were identified which have received relatively little attention in previous work. Human resource strategies such as recruitment, evaluation systems, rewards and incentives appear to be very important for success. Investment in R&D, broadly interpreted to include process and administrative innovation, is also crucial. Joint ventures and cycle time reduction are found to be positively related to success. The study confirms the importance of a proactive and organized approach to innovation in practice.
Construction and testing of a knowledge‐based system in retail bank
marketing
Authors: Davies Fiona , Moutinho Luiz , Curry Bruce
Published: July 2002

As the financial services marketplace becomes increasingly
competitive, many banks and building societies are experimenting with
the use of knowledge based systems (also known as expert systems).
BANKSTRAT is a prototype system designed to advise on marketing strategy
for retail banks/building societies. It was developed using the expert
system shell LEONARDO, and demonstrated to potential users (marketing
managers/ directors) in 16 banks and building societies in order to
validate its rule base of advice, generate further rules, and gain
feedback on how it could be extended to become a useful working model.
In the majority of cases respondents agreed with advice given.
Criticisms mainly centred on the model′s lack of sophistication, and
many useful suggestions were made for improvement. Seventy‐five per cent
of respondents believed that a fully developed version of BANKSTRAT
could be of use to their company. Further developments would need to be
tailored specifically to the user organization.
Technology and innovation in retail banking distribution
Authors: Devlin James F.
Published: July 2002

The issue of distribution of retail financial services has received
growing attention in the academic and professional literature and has
been hailed as an increasingly important factor in determining whether
or not a company competes effectively in its chosen markets. In an
increasingly competitive and deregulated environment, superior
distribution strategies concerned with how to communicate with, and
deliver products to the consumer can provide institutions with
significant competitive advantage in the marketplace. In effect
distribution provides the basis for differentiation rather than the core
service itself. Discusses developments in the distribution of retail
banking services in the UK; more particularly, the emergence of home and
telephone retail banking delivery systems will be highlighted, with the
successful introduction of a telephone banking service by First Direct,
a subsidiary of Midland Bank, being used as a case study to explore
current developments.
Marketing information systems in smaller building societies
Authors: Kitchen Philip J. , Dawes Jillian F.
Published: July 2002

Changes in the financial services sector, brought about by new
legislation and increased competition, have led to many institutions
turning to marketing as a means of adjustment. Building societies, in
particular, have been placed in a situation where the development of
marketing is crucial to corporate performance. In this scenario,
marketing information systems should serve to underpin and strengthen
the marketing concept in its implementation phase. Suggests, via
empirical evidence, that current strategies deployed by smaller building
societies for the development of marketing information systems may
actually fall short in terms of marketing intelligence.
The relative importance of ethical and environmental screening: implications for the marketing of ethical investment funds
Authors: Schlegelmilch Bodo B.
Published: July 2002

Ethical investment funds are among the fastest growing investment vehicles in the UK. Explores some of the environmental changes leading to the popularity of these funds and briefly reviews some of the screening criteria used to establish ethical portfolios. Based on a sample of 172 investment professionals, analyses the relative importance of ethical and environmental screening compared to the traditional yardsticks of liquidity, return and risk. Discusses implications for the marketing of ethical investment funds and identifies future research directions.
Derivatives, risk and regulation: chaos or confidence?
Authors: Dixon R. , Bhandari R.K.
Published: July 2002

There has been an extraordinary increase in the use of financial derivatives in the capital markets. Consequently derivative instruments can have a significant impact on financial institutions, individual investors and even national economies. This relatively recent change in the status of derivatives has led to calls for regulation. Fears that using derivatives to hedge against risk carries in itself a new risk was brought sharply into focus by the collapse of Barings Bank in 1995. The principal concerns of regulators about how legislation may meet those concerns are the subject of current debate between the finance industry and the regulators. Recommendations have been made and reviewed by some of the key players in the capital markets at national and global levels. There is a clear call for international harmonization and its recognition by both traders and regulators. There are calls also for a new international body to be set up to ensure that derivatives, while remaining an effective tool of risk management, carry a minimum risk to investors, institutions and national/global economies. Having reviewed derivatives and how they work, proceeds to examine regulation. Finds that calls for regulation through increased legislation are not universally welcome, whereas the regulators’ main concern is that the stability of international markets could be severely undermined without greater regulation. Considers the expanding role of banks and securities houses in the light of their sharp reactions to increases in interest rates and the effect their presence in the derivatives market may have on market volatility. Includes the reaction of some 30 dealers and users to the recommendations of the G‐30 report and looks at some key factors in overcoming potential market volatility.
The future role of bank branches and their managers: comparing managerial perceptions in Canada and Spain
Authors: Moutinho Luiz , Davies Fiona , Deng Shengliang , Miguel Peris Salvador , Enrique Bigne Alcaniz J.
Published: July 2002

Although it was predicted that bank branches would quickly become obsolete in a computerized society, the reality is that many full‐service branches are not closing but rather evolving to meet changing needs. The role of the branch manager is crucial, and is also changing. In particular, managers are expected to take a lead in marketing activities. A questionnaire study was carried out to examine managers’ changing roles, using two samples of branch managers, one from Canada and one from Spain. Managers were asked to rate 21 function variables on their importance in bank management and in facing new market trends. Differences were found between the two samples, as were similarities: both identified managerial ability, strategic autonomy of the branch and business development through increased marketing ability, as important building blocks for the future role of branches and their managers.
Smart cards ‐ the smart way for the banks to go?
Authors: Puri Vishal
Published: July 2002

Examines the many innovative smart card applications covering areas such as telecommunications, transport, banking, healthcare and employee/membership schemes. Looks at how the banks, financial services firms, information companies and card issuers are gradually reconceptualizing their delivery strategy as well as their businesses to meet the growing need for remote delivery, brand equity and differentiation. Says that smart cards could act as payment vehicles, access keys, information managers, marketing tools and customized delivery systems. Explores possibilities of an electronic purse range from a disposable stored value card to a re‐loadable stored value card which could literally replace low‐value cash transactions. Smart cards would then become integral to the banks’ concept of remote delivery systems in the future, because smart cards are not just a product, they are a new delivery system. Focuses on some of the issues that might be of deeper concern to banks. Suggests a collaboration between banks and providers in the mass introduction of smart cards.
European savings banks: facing up to the new environment
Authors: Gardener E.P.M. , Molyneux P. , Williams J. , Carbo S.
Published: July 2002

Savings banks are an important European banking sector. From their traditional retail banking roots of catering for the poorer social groups and providing a limited range of specialist services, many savings banks today have evolved into full‐service universal banks that are virtually indistinguishable from their commercial bank competitors. Examines the strategic environment, challenges and different adaptive organizational models pursued by European savings banks. From recent survey and case study evidence, finds that savings banks’ strategies across Europe differ significantly in many respects. A common strategic imperative, however, is that savings banks are having to respond to intensifying competition and the related need to improve efficiency at all levels. A practical empirical indicator of these trends and changes is the increasing strategic importance of marketing.
An exploration of customer exit in retail banking
Authors: Stewart Kate
Published: July 2002

States that if the marketing community is to adopt the prescriptions of the relationship marketing school of thought, more knowledge and understanding of relationships is required. The base of knowledge is growing and there is now greater appreciation of the processes germane to healthy relationships, such as trust, satisfaction and commitment. Much less attention has been paid to the negative aspects such as relationship breakdown and ending. This paper addresses the neglected area of the ending of customer‐bank relationships or customer exit. Interviews were conducted with bank customers who had recently used the exit option. Content analysis of the customers’ stories was used to generate a model of the customer exit process. As reported here, the research took the perspective of the customer. This shows that customers end bank relationships after an involving process of problem(s), effort, emotion and evaluation. A discussion of the findings concludes that banks need to develop relationship management systems and skills.