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Financial service call centres: problems encountered by the grey market

Grougiou, V. and Wilson, A.M. (2003) Financial service call centres: problems encountered by the grey market. Journal of Financial Services Marketing, 7 (4). pp. 360-368. ISSN 1363-0539

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Abstract

Technological advances have resulted in financial service companies being able to make use of alternative channels such as call centres and the Internet to deliver their services to their customers. At the same time, there has been a major growth throughout Europe in the grey market consisting of people who grew up in an age of face-to-face contact with service suppliers. This paper reports on a programme of qualitative research looking at the grey market's perceptions of the call centre delivery channel. It discusses the difficulties encountered by this market and the negative views that are held. It also highlights the need for further research into this area if financial service organisations are going to address the issues raised and effectively satisfy the needs of this growing market segment.

Item type: Article
ID code: 9160
Keywords: banking, customer relations, financial institutions, financial marketing, financial planning, financial training, marketing, grey market, call centres, Marketing. Distribution of products
Subjects: Social Sciences > Commerce > Marketing. Distribution of products
Department: Strathclyde Business School > Marketing
Unknown Department
Related URLs:
    Depositing user: Strathprints Administrator
    Date Deposited: 26 Mar 2010 14:32
    Last modified: 04 Oct 2012 12:29
    URI: http://strathprints.strath.ac.uk/id/eprint/9160

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