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Can a leopard change its spots? ‐ seeking quality in financial services

Can a leopard change its spots? ‐ seeking quality in financial services Argues that, in the world of financial services, many managers find the transition from traditionalist to team player a difficult challenge. Yet quality initiatives demand a team‐based approach, and managers need to do more than simply set up new structures, or flatten hierarchies, to initiate change. The threat to existing structures and styles of management has been researched through questionnaires, in‐depth case studies, and company visits, reaching the conclusion that although great strides have been made, much remains to be done. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Can a leopard change its spots? ‐ seeking quality in financial services

David Knights; Darren McCabe
Managing Service Quality , Volume 7 (2): 4 – Apr 1, 1997
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Publisher
Emerald Publishing
Copyright
Copyright © 1997 MCB UP Ltd. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604529710161487
Publisher site
See Article on Publisher Site

Abstract

Argues that, in the world of financial services, many managers find the transition from traditionalist to team player a difficult challenge. Yet quality initiatives demand a team‐based approach, and managers need to do more than simply set up new structures, or flatten hierarchies, to initiate change. The threat to existing structures and styles of management has been researched through questionnaires, in‐depth case studies, and company visits, reaching the conclusion that although great strides have been made, much remains to be done.

Journal

Managing Service Quality – Emerald Publishing

Published: Apr 1, 1997

Keywords: Financial services; Management styles; Teamwork

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