E-banking comes to town: Exploring how traditional UK high street banks are meeting the challenge of technology and virtual relationships

UK high street banks are continuing to extend the choice of channel through which customers can manage their moneycolon; an obvious example is e-banking. They have been keen to exploit technological advances and changing customer attitudes to alternative channels. Additionally, competition from leaner new market entrants has provided an added incentive to adopt new approaches. In the light of such developments, it is worth reflecting on the changing nature of the bank–customer relationship. This paper suggests that banks are finding it difficult to manage relationships effectively due, in large measure, to the sheer volume of customer data generated by new interactive, technology-based channels. Paradoxically, it seems that the more data banks have about customers the less likely they are to know them on a personal level. It is further suggested that channels such as e-banking potentially reduce the level of personal contact between bank and customer to the extent that a ‘virtual’ relationship develops. This paper concludes that, given the tendency towards ‘virtualisation’, it is inconceivable that bank–customer relationships will become any more intimate in the future. Indeed, a greater degree of personalisation in customer communication may be the very best that banks are able to offer.     

现代金融是21世纪经济运行的轴心

在人类社会进入21世纪的今天,世界经济正在发生一些显著的、甚至是根本性的变化。这种显著变化的重要特征之一就是经济增长的方式和推动经济增长的基础要素正在发生根本性变化。传统经济增长理论认为,经济增长的要素有劳动力、土地和资本(资金),之后又加上了一些生产要素,如管理、信息等。有越来越多的迹象表明,在21世纪经济运行中,这些要素虽然仍将发挥着非常重要的作用,但有两个要素在经济增长过程中所起的作用将比以往任何时候都更加突出,这就是现代科学技术和现代金融。     

以设计为核心的质量管理体系

新世纪的来临，凸显出高科技搭上知识经济快速列车的征兆，在加快新产品开发步伐和缩短产品更新换代周期时间方面展示出美好的前景。以信息、技术和学习为基础的知识经济为提高生产率和经济增长开创了新的里程碑。面对这一新时期，更需要有个增值，适宜和有效的质量管理体系作为推进经济活动的发动机。     

The politics of ethnic integration in Singapore: Malay ‘regrouping’ as an ideological construct

Research on ethnic residential patterns is overwhelmingly empiricist in focus. The discursive context surrounding the socio‐spatial phenomenon needs to be acknowledged since it can have concrete impacts on the practice of urban social planning as well as the spatial behaviour of individuals and groups. Using Henri Lefebvre's insights into the production of social space, this article looks at how a dominant representation of space is constructed, with its implications for ‘lived’ spaces and the spatial practices which circumscribe them. The case of Singapore is examined, where the government has appropriated the discourse surrounding ‘ethnic regrouping’ in an attempt to legitimize the unpopular policy of ethnic quotas in public housing. Alleging that ‘ethnic regrouping’ had been taking place during the 1980s, this was portrayed as undesirable and contrary to the ideal of integration. The imposition of ethnic quotas was thus justified as necessary and appropriate. Systematic analysis using the index of dissimilarity, however, problematizes this representation of space. The rhetoric surrounding ethnic regrouping is revealed to be a means of social discipline whereby the government imposes a particular representation of space and seeks to manipulate the social landscape via technocratic means. Les recherches sur les modèles résidentiels ethniques débordent d'empirisme. Or, le contexte discursif du phénomène socio‐spatial doit être reconnu puisque celui‐ci peut avoir des incidences tangibles sur l'exercice de l'urbanisme social, ainsi que sur le comportement des individus et groupes dans l'espace. A partir des idées d'Henri Lefebvre sur la production de l'espace social, l'article analyse comment s'élabore une représentation dominante de l'espace, avec ses implications sur les espaces ‘vécus'et les pratiques spatiales qui les délimitent. Dans le cas de Singapour, le gouvernement s'est approprié le discours autour du ‘regroupement ethnique’ dans le but de légitimer la politique impopulaire des quotas ethniques dans les logements publics. Sous le prétexte que le ‘regroupement ethnique’ s'était déroulé dans les années 1980, il a été présenté comme indésirable et contraire à l'idéal d'intégration. Les quotas ethniques ont donc été justifiés comme nécessaires et pertinents. Cependant, une analyse systématique utilisant l'indice de dissemblance remet en cause cette représentation de l'espace. La rhétorique entourant le regroupement ethnique apparaît comme un outil de discipline sociale grâce auquel le gouvernement impose une représentation particulière de l'espace, cherchant à manipuler le paysage social par des moyens technocratiques.     

Consistent estimation in the bilinear multivariate errors-in-variables model

A bilinear multivariate errors-in-variables model is considered. It corresponds to an overdetermined set of linear equations AXB=C, A∈ℝ^m×n, B∈ℝ^p×q, in which the data A, B, C are perturbed by errors. The total least squares estimator is inconsistent in this case.  An adjusted least squares estimator is constructed, which converges to the true value X, as m →∞, q →∞. A small sample modification of the estimator is presented, which is more stable for small m and q and is asymptotically equivalent to the adjusted least squares estimator. The theoretical results are confirmed by a simulation study. Acknowledgements. We thank two anonymous reviewers for their suggestions and corrections.? A. Kukush is supported by a postdoctoral research fellowship of the Belgian office for Scientific, Technical and Cultural Affairs, promoting Scientific and Technical Collaboration with Central and Eastern Europe.? S. Van Huffel is a full professor with the Katholieke Universiteit Leuven.? I. Markovsky is a research assistant with the Katholieke Universiteit Leuven.? This paper presents research results of the Belgian Programme on Interuniversity Poles of Attraction (IUAP V-22), initiated by the Belgian State, Prime Minister's Office – Federal Office for Scientific, Technical and Cultural Affairs of the Concerted Research Action (GOA) projects of the Flemish Government MEFISTO-666 (Mathematical Engineering for Information and Communication Systems Technology), of the IDO/99/03 project (K.U. Leuven) “Predictive computer models for medical classification problems using patient data and expert knowledge”, of the FWO projects G.0078.01, G.0200.00, and G0.0270.02.? The scientific responsibility is assumed by its authors.     

There's something about saving …

The paper considers how people should plan their saving, given certain assumptions about inheritance and changes in household circumstances. The results are produced by a model that takes into account tax and state benefits as well as various private savings vehicles. It concludes that, for many households, saving for retirement through a ‘pension’ might not be optimum and that the best strategy is to vary the incidence and allocation of saving in response to changes in household circumstances.     

Satisfaction drivers for Internet service technology among stock brokerage customers in Thailand

Many financial services firms are offering the Internet as a self-service technology (SST), for online stock trading, in an effort to increase effciency and give customers greater access. It is important to understand how this technology will influence customer satisfaction. This paper reports results of exploratory research to identify sources of customer satisfaction and dissatisfaction with the service encounter in Thai stockbrokerage firms. Results show that customers and service providers determine sources of customer dis/satisfaction differently, depending on whether the service encounter is technology-based or interpersonal. Different customer profiles give rise to segmentation in response to the use of Internet technology in this industry.