Consumer Friendly Financial Services: Combining Efficiency and Effectiveness
Overemphasis on efficiency is interfering with the banking sector's effectiveness. This overemphasis on efficiency has resulted in the use of computers and other technological devices without consideration of consumer's needs (effectiveness). The authors identify and relate seven individua...
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| Veröffentlicht in: | Journal of business and psychology 1993-12, Vol.8 (2), p.145-162 |
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| container_end_page | 162 |
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| container_issue | 2 |
| container_start_page | 145 |
| container_title | Journal of business and psychology |
| container_volume | 8 |
| creator | Samli, A. Coskun Frohlich, Cheryl J. |
| description | Overemphasis on efficiency is interfering with the banking sector's effectiveness. This overemphasis on efficiency has resulted in the use of computers and other technological devices without consideration of consumer's needs (effectiveness). The authors identify and relate seven individual psychological needs for banks' services to Maslow's hierarchy of needs. By fulfilling these seven needs, the authors demonstrate how banks can optimize their long term profit by combining efficiency and effectiveness. Finally, the authors posit that banks must use a Theory Y management style to deal with their customers efficiently and effectively. |
| doi_str_mv | 10.1007/BF02230382 |
| format | Article |
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Coskun</au><au>Frohlich, Cheryl J.</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>Consumer Friendly Financial Services: Combining Efficiency and Effectiveness</atitle><jtitle>Journal of business and psychology</jtitle><date>1993-12-01</date><risdate>1993</risdate><volume>8</volume><issue>2</issue><spage>145</spage><epage>162</epage><pages>145-162</pages><issn>0889-3268</issn><eissn>1573-353X</eissn><abstract>Overemphasis on efficiency is interfering with the banking sector's effectiveness. This overemphasis on efficiency has resulted in the use of computers and other technological devices without consideration of consumer's needs (effectiveness). The authors identify and relate seven individual psychological needs for banks' services to Maslow's hierarchy of needs. By fulfilling these seven needs, the authors demonstrate how banks can optimize their long term profit by combining efficiency and effectiveness. 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| fulltext | fulltext |
| identifier | ISSN: 0889-3268 |
| ispartof | Journal of business and psychology, 1993-12, Vol.8 (2), p.145-162 |
| issn | 0889-3268 1573-353X |
| language | eng |
| recordid | cdi_proquest_journals_1308782666 |
| source | Business Source Complete; Periodicals Index Online; JSTOR Archive Collection A-Z Listing; SpringerLink Journals - AutoHoldings |
| subjects | Bank earnings Bank loans Bankers Banking industry Banking services Banks Consumer psychology Customers Marketing Retail banking |
| title | Consumer Friendly Financial Services: Combining Efficiency and Effectiveness |
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