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.     

The dynamics of positive action in UK trade unions: the case of women and black members

This paper considers positive action strategies amongst UK trade unions, aimed at increasing membership and levels of participation and representation among women and black workers. It provides an overview of women’s, black members’ and race structures within large Trades Union Congress unions and a detailed case study of one large UK trade union. We find that there are salient differences in the way that unions approach issues of gender equality, compared with the approach adopted towards race equality. The paper explores possible explanations, justifications and implications of these differences.