The Service For The Banking Industry

1637 Words Oct 2nd, 2014 7 Pages
The Critical Role of Service Employees in the Service Triangle for the Banking Industry
Wesley Tobola
Sam Houston State University

Abstract
The purpose of this research paper is to examine the service marketing triangle and how it relates to the role of service employees in banks and financial institutions. Using academic journals and articles, this paper addresses the different aspects of the service triangle, including external marketing, internal marketing, and interactive marketing and the significance of adapting this strategy for bank service employees. By using this strategic framework, bank management will be able to monitor and understand the service employee’s role in the overall success of the bank. Understanding the service employee’s role in the bank will allow managers to make necessary changes to its organization’s structure to ensure bank success.

The Critical Role of Service Employees in the Service Triangle for the Banking Industry The success of an organization is dependent on its employees and its customers. More specifically, service employees are the crucial link to organizational success in the performance of the requested services and in solving problems for the consumer (Henry, 1994). The customer expects a certain level of assistance by the employee in obtaining the product or service, and it is important for the employee to deliver and meet the expectations of the customer. This critical role is what shapes the…
Open Document