Retailing of financial services:
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
London u.a.
McGraw-Hill
1994
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XVI, 299 S. graph. Darst. |
| ISBN: | 0077076133 |
Internformat
MARC
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| 245 | 1 | 0 | |a Retailing of financial services |c Peter J. McGoldrick and Steven J. Greenland |
| 264 | 1 | |a London u.a. |b McGraw-Hill |c 1994 | |
| 300 | |a XVI, 299 S. |b graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 4 | |a Financial services industry |x Customer services | |
| 650 | 4 | |a Financial services industry |x Management | |
| 650 | 0 | 7 | |a Finanzdienstleistungsmarkt |0 (DE-588)4302181-5 |2 gnd |9 rswk-swf |
| 689 | 0 | 0 | |a Finanzdienstleistungsmarkt |0 (DE-588)4302181-5 |D s |
| 689 | 0 | |5 DE-604 | |
| 700 | 1 | |a McGoldrick, Peter J. |e Sonstige |4 oth | |
| 700 | 1 | |a Greenland, Steven J. |e Sonstige |4 oth | |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006789894&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-006789894 | ||
Datensatz im Suchindex
| _version_ | 1804124625674698752 |
|---|---|
| adam_text | CONTENTS
Preface xi
Acknowledgements xiii
List of Contributors xv
INTRODUCTION 1
Peter J. McGoldrick
The retailing analogy 1
The retailing mix 3
Channels of distribution 4
Part One—DEVELOPING A RETAIL STRATEGY
1. THE FINANCIAL ENVIRONMENT 9
John Hughes
Introduction 9
1.1 Personal income and wealth 10
1.1.1 Personal incomes 10
1.1.2 Investment income and inherited wealth 12
1.2 Socio economic, political and demographic trends 14
1.2.1 The mortgage market 14
1.2.2 The deposit savings market 16
1.2.3 The current account market 19
1.2.4 The equity based investment market 19
1.2.5 The life and pensions market 20
1.2.6 The consumer credit market 24
1.3 The regulatory environment 26
1.3.1 The 1986 Building Societies Act 26
1.3.2 The 1986 Financial Services Act 27
1.3.3 The impact of European regulation 28
1.4 The evolution of market structure 30
1.4.1 The rise of the efficient producer 31
1.4.2 Industry concentration 33
1.4.3 Financial conglomeration 33
1.5 The changing role of technology 35
1.5.1 IT and efficiency 35
1.5.2 IT and market development 36
Summary 38
Review questions 39
References 40
vi CONTENTS 2. UNDERSTANDING THE FINANCIAL CONSUMER 41
Erica Betts
Introduction 41
2.1 Characteristics of financial services: implications for buyer behaviour 42
2.2 Needs and motives 44
2.2.1 Needs and solutions 44
2.2.2 Motive classification schemes 45
2.2.3 A multidimensional model of motivation 48
2.3 Consumer needs and bases for segmentation 50
2.3.1 Traditional, single variable bases 51
2.3.2 Hybrid, multivariate bases 53
2.4 The cognitive map 56
2.4.1 The learning process 57
2.4.2 Perception 59
2.4.3 Perceived risk 60
2.4.4 Risk tolerance and risk reducing strategies 62
2.4.5 Cognitive dissonance 63
2.5 Image and positioning 64
2.5.1 Components of image 64
2.5.2 Image measurement techniques 65
2.5.3 Positioning 66
2.6 Attitudes 67
2.6.1 Attitudes towards credit and debt 68
2.6.2 Attitudes towards savings and investment 70
2.7 Models of buyer behaviour 71
2.7.1 Attitude models in financial services 71
2.7.2 Comprehensive models 73
2.7.3 Alternative models of decision making for financial services 76
2.8 Loyalty and relationship marketing 78
2.8.1 Consumer loyalty 78
2.8.2 Relationship marketing—loyalty and profitability 79
Summary 80
Review questions 81
References 82
3. FORMULATING RETAIL STRATEGY 85
Roy Palmer and Monica Lucas
Introduction 85
3.1 Retail strategy frameworks 86
3.1.1 Frameworks and models 86
3.1.2 The corporate mission 90
3.1.3 Strategic audit—SWOT analysis 92
3.1.4 Product—market strategy 92
3.1.5 Competitive advantage and differentiation 94
3.1.6 Competing on capabilities 97
3.2 Segmentation and targeting 98
3.2.1 Examples of effective segmentation 99
3.2.2 Methods of targeting 105
CONTENTS vii
3.3 Key elements of strategic implementation 107
3.3.1 Customer/non customer definition 108
3.3.2 Product specification 109
3.3.3 Delivery system specification 109
3.3.4 Marketing and point of sale promotion 115
3.3.5 Customer service 116
3.3.6 Back office support functions 117
3.4 The major challenges ahead 118
3.4.1 General pressures on the industry 118
3.4.2 Which will be the winning strategies? 119
Review questions 120
References 121
Part Two—THE BRANCH NETWORK
4. BRANCH LOCATION NETWORK STRATEGY AND THE HIGH STREET 125
Steven J. Greenland
Introduction 125
4.1 Outlet location and the branch network 125
4.1.1 Factors shaping the network strategy 126
4.1.2 Developments in telephone banking 126
4.1.3 Changes in UK networks and high street retailing 126
4.1.4 Branch numbers 127
4.1.5 ATM numbers 129
4.1.6 Branch specifications and appearance 129
4.1.7 The network hierarchy 130
4.1.8 Central place theory and branch networks 132
4.1.9 Closure: customer responses to rationalization and relocation 133
4.2 Location and branch evaluation procedures and techniques 135
4.2.1 The location/evaluation process 135
4.2.2 Market effectiveness and prioritization 135
4.2.3 Location evaluation techniques 136
4.2.4 More systematic approaches to branch location evaluation 141
4.2.5 Gravity models 141
4.2.6 Multiple regression 143
4.3 Town planning and the branch network 144
4.3.1 Planning perspectives on financial service outlets 144
4.3.2 Government guidelines and local planning restrictions 145
4.3.3 Refusal of branch applications 147
4.3.4 Attempts to win planning appeals 148
Summary 150
Review questions 151
References 152
5. RETAIL BRANCH SECURITY 154
Malcolm Hughes
Introduction 154
5.1 The context of retail branch security 154
viii CONTENTS 5.1.1 Scale of the problem 154
5.2 Precautions and preventative measures 155
5.2.1 The roles of staff and trades unions in branch security 155
5.2.2 The role of the security industry 157
5.2.3 The role of the employers 158
5.2.4 The role of the government and government agencies 160
Summary 161
Review exercises 161
References 162
6. THE BRANCH ENVIRONMENT 163
Steven J. Greenland
Introduction 163
6.1 The changing role and face of UK branch design 163
6.1.1 The role of the branch 164
6.1.2 The increasing significance of branch design and a branch identity 165
6.1.3 Enhancing design efficiency 166
6.2 The evolution in branch design 166
6.2.1 Fifteen key aspects of branch design evolution 167
6.3 Branch design and reconfiguration programmes 173
6.3.1 Design teams and their effective organization 173
6.3.2 Branch design research phases 175
6.3.3 Roll out of reconfiguration programmes 176
6.3.4 The refurbishment process from branch selection to refit completion 176
6.3.5 Flexibility in the design concept 177
6.3.6 Organizing the design function and refurbishment programme 178
6.3.7 Future trends in UK reconfiguration programmes 178
6.4 Key considerations in retail branch design and evaluation 180
6.4.1 Atmospherics and the desired impact of the branch design 180
6.4.2 Components of the branch environment 181
6.4.3 Environment factors and branch user effects 182
6.4.4 How the branch environment is appreciated 184
6.4.5 The emotional impact of the designed environment 185
6.5 Measuring design performance and evaluating the branch environment 186
6.5.1 Techniques for assessing the fulfilment of design objectives 186
6.5.2 Branch productivity measures 186
6.5.3 Monitoring/observing branch activity 187
6.5.4 Survey research 187
6.5.5 In branch focus group discussions 188
6.5.6 Questionnaires and structured interviews 188
6.5.7 Design performance measures 189
6.5.8 A comparison of customer perceptions from modern and
traditional style branches 189
6.5.9 The environmental audit 191
Summary 192
Review questions 194
References 194
CONTENTS ix
Part Three—OTHER ELEMENTS OF THE MIX
7. PRODUCT RANGE DEVELOPMENT 199
Peter J. McGoldrick
Introduction 199
7.1 Product development 200
7.1.1 Sources of ideas 200
7.1.2 Success factors 202
7.1.3 Product development strategies 204
7.1.4 Product development process 207
7.1.5 Adoption and diffusion 210
7.2 Managing the range 212
7.2.1 Developing the brand 212
7.2.2 Developing the range 214
7.2.3 Analysis of unit profitability 216
7.2.4 Portfolio analysis 217
7.2.5 Product life cycles 219
Summary 220
Review questions 221
References 222
8. PRICING OF FINANCIAL SERVICES 224
Malcolm Hughes
Introduction 224
8.1 The pricing of services in context 224
8.1.1 Pricing and the marketing mix 224
8.1.2 Price awareness and sensitivity 226
8.2 Theoretical considerations in the pricing of financial services 226
8.2.1 Elements of costs 227
8.2.2 Price cost relationships 228
8.3 Financial services pricing in practice 230
8.3.1 The pricing of deposit and savings instruments 230
8.3.2 The pricing of equity shares and mutual funds 232
8.3.3 The pricing of mortgage and credit products 233
8.3.4 The pricing of life, pensions and general insurance 234
8.3.5 The pricing of payments systems 235
Summary 237
Review exercises 237
References 238
9. PROMOTION AND ADVERTISING 240
Yvette Kirk
Introduction 240
9.1 Advertising expenditure 242
9.2 Decisions in advertising 242
9.2.1 Budget determination 242
9.2.2 Media usage 244
9.2.3 Agency selection 246
9.2.4 Content and message 247
x CONTENTS 9.3 Mechanisms via which advertising may generate sales 248
9.3.1 Short term sales 248
9.3.2 Long term effects 250
9.4 Influences interacting with advertising 253
9.4.1 Relationship with the organisation 253
9.4.2 Relevance of advertised service 255
9.5 Effective advertising in the market 255
9.5.1 Television 256
9.5.2 Print 257
9.5.3 Direct mail and outdoor 258
9.6 Alternative promotional vehicles 258
9.6.1 Sponsorship 259
9.7 Evaluation of advertising 260
9.7.1 Measurement in terms of sales 261
9.7.2 Tracking studies 261
9.7.3 Area experimentation 262
9.7.4 Pre testing techniques 262
Summary 263
Review questions 264
References 264
10. CUSTOMER SERVICE AND QUALITY 266
Barbara R. Lewis
Introduction 266
10.1 Customer service in context 266
10.1.1 Characteristics of service 266
10.1.2 The service environment 267
10.1.3 Benefits of good service 268
10.2 Defining service 268
10.2.1 Service encounters 268
10.2.2 Definitions of service quality 270
10.2.3 Dimensions of service 271
10.3 Measuring service quality 273
10.3.1 Customer perspectives on service 274
10.3.2 Small businesses—expectations of banks 277
10.3.3 Service levels—additional dimensions 278
10.3.4 Measurement issues 279
10.4 The role of personnel in service delivery 279
10.4.1 Internal marketing 280
10.4.2 Recruitment, training and rewards 280
10.4.3 Personnel—the research experience 281
10.5 Service delivery 283
10.6 Monitoring service quality 283
Summary 285
Review questions 285
References 286
Further Reading 287
INDEX 289
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| spelling | Retailing of financial services Peter J. McGoldrick and Steven J. Greenland London u.a. McGraw-Hill 1994 XVI, 299 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Financial services industry Customer services Financial services industry Management Finanzdienstleistungsmarkt (DE-588)4302181-5 gnd rswk-swf Finanzdienstleistungsmarkt (DE-588)4302181-5 s DE-604 McGoldrick, Peter J. Sonstige oth Greenland, Steven J. Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006789894&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Retailing of financial services Financial services industry Customer services Financial services industry Management Finanzdienstleistungsmarkt (DE-588)4302181-5 gnd |
| subject_GND | (DE-588)4302181-5 |
| title | Retailing of financial services |
| title_auth | Retailing of financial services |
| title_exact_search | Retailing of financial services |
| title_full | Retailing of financial services Peter J. McGoldrick and Steven J. Greenland |
| title_fullStr | Retailing of financial services Peter J. McGoldrick and Steven J. Greenland |
| title_full_unstemmed | Retailing of financial services Peter J. McGoldrick and Steven J. Greenland |
| title_short | Retailing of financial services |
| title_sort | retailing of financial services |
| topic | Financial services industry Customer services Financial services industry Management Finanzdienstleistungsmarkt (DE-588)4302181-5 gnd |
| topic_facet | Financial services industry Customer services Financial services industry Management Finanzdienstleistungsmarkt |
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