商业银行客户服务与金融创新

商业银行的客户服务目前已经成为社会关注的焦点.改善并不断提高服务质量是商业银行的基本职责和保持长期盈利的需要.客户服务是产品功能通过业务流程来实现的,功能的适用性和流程的便捷性是客户服务质量的两个最基本特征.本文在分析了商业银行在客户服务方面所存在的问题及其原因的基础上,指出在观念、产品、流程和组织等方面进行金融创新,从而提高服务供给能力是改善商业银行客户服务的根本出路.服务改善是一项具备基础性、全局性、长期性和艰巨性的任务,商业银行经营活动中没有任何其他事务比客户服务的改善更为困难、所需时间更为长久,从而也更需要资源的投入.     

转变发展方式,推进银行流程再造的建议

<正>流程是企业创造价值的载体,推进银行流程再造是商业银行加快转变发展方式,提高服务效率的主要途径。随着金融市场环境和客户需求的变化,需要商业银行对业务流程进行根本性的重新思考和彻底的重新设计,再造新的业务流程,以求在速度、质量、成本、服务等各方面取得显著的改善,提高服务效率,满足客户金融服务需要。一、改善网点功能,加快网点转型要把前台网点从内部管理工作中解脱出来,剥离其会计核算、信息统计等经营管理职能,真正把网点打造成专注交易、服务客户的服     

关于商业银行客户服务相关思考

商业银行是经营风险的服务型企业。在新的金融环境下,银行面临着日益激烈的竞争,商业银行经营发展越来越注重客户服务质量,其目的是通过提高服务质量,吸引客户,提高客户满意度、忠诚度和贡献度,最终实现银行收益最大化,达到客户价值和银行价值的高度统一和良性循环。但距离现代商业银行的要求,我国商业银行的客户服务水平仍然有很大的提升空间,十分需要确立新的观念,采用新的方法。     

探析商业银行的服务创新

服务是资源，服务是效益，服务是商业银行价值创造的重要环节，提升服务质量是商业银行生存与发展的必然选择。在全球经济一体化的大背景下，国内外金融业进入全面竞争时期，竞争不但包含产品，也包含服务。近年来，我国的商业银行通过创新服务流程、服务渠道、服务产品等不断满足各类客户日益多样化的金融需求，但如何持续提高服务水平、特别是如何通过服务创新来提升竞争能力，是一个亟待探索解决的新课题。     

广州地区商业银行服务质量调查与思考

根据调查，客户对广州地区商业银行的服务质量总体满意度不高。对商业银行的服务满意度不高主要体现在服务效率和服务水平方面。因此，对于广州地区的商业银行来说，提高效率是改善服务的当务之急，提高服务水平、催生消费者剩余和赢得客户满意是提升商业银行服务质量的长远之计。     

提升银行服务质量不能忽视几个内在环节

银行的任何一项业务、任何一项产品,最终都是归结于服务。随着市场成熟度和客户理性度的提高,服务质量已成为商业银行核心竞争力的重要内容。提升服务质量固然离不开改善营业环境、改进服务态度、讲究文明礼仪等外在手段,但也不能忽视流程再造、产品开发、风险防控等内在环节。     

浅谈商业银行客户经理制的内涵

现代商业银行服务理念早己跨过了微笑服务、延长服务时间等朴素的初级阶段，正溶入越来越多新的时代内涵。从竞争的角度看，服务将永远是商业银行竞争的焦点和着力点。客户经理制的产生，赋予了商业银行服务理念、服务手段、服务内容和服务质量标准等方面全新的内涵。　　一、“授之以鱼，不如授之以渔”的服务理念　　随着金融业日益繁荣发展，银行之间产品、价格诸多方面的差异性不再突出，商业银行之间的竞争更加激烈；衡量一家商业银行实力的标志之一就是服务功能是否齐全，能否为客户提供有效的金融产品，客户满意度如何。古人云：“授…     

浅析商业银行客户满意度的测评及其运用

客户的支持是银行生存和发展的基石，而客户的支持是以“满意”为前提的。商业银行客户满意度研究对于判别竞争优势．改进产品和服务、优化企业资源有着巨大的作用。本文通过对客户满意度与商业银行服务或产品的关系进行剖析，设计商业银行客户满意度测评的工作流程与方法，并据此对商业银行客户满意度的改进与控制提出建议，对促进商业提行提高服务效率和质量有积极的意义。[编者按]     

一线员工如何做好优质服务

服务一直是各商业银行一个永恒的话题，特别在当前这个激烈竞争的时代，谁能拉来优良客户、留住忠诚客户，关键在于服务。而提高服务质量的关键又在一线员工，我认为一线员工应从以下四个方面着手提高服务质量。     

探析商业银行的服务创新

服务是资源,服务是效益,服务是商业银行价值创造的重要环节,提升服务质量是商业银行生存与发展的必然选择.在全球经济一体化的大背景下,国内外金融业进入全面竞争时期,竞争不但包含产品,也包含服务.近年来,我国的商业银行通过创新服务流程、服务渠道、服务产品等不断满足各类客户日益多样化的金融需求,但如何持续提高服务水平,特别是如何通过服务创新来提升竞争能力,是一个亟待探索解决的新课题.     

Short-sale refinancing and price adjustment speed to bad news: Evidence from a quasi-natural experiment in China

Short selling may accelerate stock price adjustment to negative news. However, the literature provides mixed evidence for this prediction. Using short-sale refinancing and a staggered difference-in-differences (DID) model, this paper explores the effect of short selling on stock price adjustment. Our results show that (1) short-sale refinancing improves the speed of stock price adjustment to negative news. This result holds after we control for endogeneity. (2) The positive relationship between short-sale refinancing and stock price adjustment speed is significant in subsamples of stocks with higher earnings management or lower accuracy of analyst forecasts, indicating that firms with more opaque information are more likely to be targeted by short sellers. In subsamples of stocks with a higher ownership concentration or lower ownership by institutional investors, short selling is more likely to increase the speed of stock price adjustment, indicating that ownership structure may influence negative news mining. (3) As short-sale refinancing exacerbates the absorption of bad news by stock prices, it increases crash risk. This study enriches the research on the economic consequences of short selling and provides empirical evidence supporting regulations on short selling in China.     

Cost accounting standard and cost accounting systems in Japan. Lessons from the past - recovering lost traditions

This paper aims to show two things. The first is how Japanese culture has contributed to the development of Japanese cost accounting history. The second is to reveal the research possibilities of cost accounting history. This paper also reviews the salient features of several important examples of these aspects of cost accounting practice in Japan. It therefore explores, through some practical illustrations, how and why Japanese cost accounting differs from that found in the West.     

Guidelines for Manuscripts Submitted to The China Journal of Accounting Research

【正】The China Journal of Accounting Research‘‘CJAR’’(ISSN 1755-3091)publishes quarterly.It contains peer-reviewed articles and commentaries on accounting,auditin...     

Shared Standard Setting in the Public Interest:A Strong Model

正The last two decades have been a definitive era in the evolution of the accountancy profession.In the wake of major corporate scandals at the turn of the century,an international public debate arose on the need for more effective and well-considered regulation;this debate then reignited during the global financial and sovereign debt crises.     

HOW TO PUT TOGETHER A COMPLETE PACKAGE

正Many Institute members know they cannot rely purely on technical knowledge and business acumen to remain competitive.As soft skills are increasingly important,Jemelyn Yadao finds out how CPAs can maintain     

Guidelines for Manuscripts Submitted to The China Journal of Accounting Research

正The China Journal of Accounting Research"CJAR"(ISSN 1755-3091)publishes quarterly.It contains peer-reviewed articles and commentaries on accounting,auditing and corporate governance issues that relate to the greater China region.We welcome the submission of both theoretical and empirical research papers pertinent to researchers,regulators and practitioners.Authors should note:     

The China puzzle: Opportunities for accounting research

How can China achieve phenomenal economic growth despite what is considered as 'weak' institutions in market-based economies? Xu(2011) provides a framework to u...     

Aims and Scope

<正>The focus of the China Journal of Accounting Research is to publish theoretical and empirical research papers that use contemporary research methodologies to...     

Income smoothing and the cost of debt

The literature on income smoothing focuses on the effect of earnings smoothing on the equity market.This paper investigates the effect of income smoothing on th...     

The case for management history

This article defines the case for treating management history as a discrete subject area, although one closely related to business, accounting, labour, and industrial history. It seeks to concentrate on the nature, process, and practice of management as an activity within the organization, and to argue that it is important that modern British managers understand the intellectual and cultural roots of their profession, since without these they will tend to be swayed by short-term management 'fads'. Within the broad topic there are several identifiable sub-areas for potential exploration, including the comparative historical development of management between different countries, management institutions, managerial careers and labour markets, management structures, management skills, and management thought and theory.