1st Edition

Financial Services Management
A Qualitative Approach

ISBN 9780415829229
Published March 18, 2014 by Routledge
202 Pages 2 B/W Illustrations

USD $79.95

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Book Description

Sweeping changes have taken place within financial services over the course of the past thirty years in response to a variety of influences, such as changes in customer attitudes, an evolving regulatory environment, innovations in information technology and the intense level of competition within the sector. In addition, the global financial crisis has had a huge impact on the perceptions of stakeholders and on the reputations of organisations operating in financial services.

This new textbook introduces management with a focus on concepts, theories and skills particularly suited to the financial services sector. Beginning with an overview of the development of management theories through history, the text then focuses on topical issues such as organizational design, the use of information technology, the development of a marketing orientation, social responsibility, ethics and, the influence of the external business and social environments and organizational development and the management of change.

This practical textbook mixes theory with application throughout - employing a variety of case studies and examples to render the topic both accessible and memorable. The result is a resource that will help lecturers teaching management skills and students keen to develop their financial services understanding.

Table of Contents

1. Introduction 2. The Financial Services Environment 3. Theories of Organisational Behaviour 4. Organisational Design – The Theory 5. Organisational Design – Practical Application 6. Leadership 7. Organisational Development and the Management of Change - Background 8. Organisational Development and the Management of Change - Implementation 9. Business and the External Environment – the Contextual Environment 10. Business and the External Environment – Social Responsibility and Business Ethics 11. Information Technology 12. Service Quality and Relationship Management 13. Future Challenges

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Stewart Falconer is Head of the School of Accounting, Financial Services and Law at Edinburgh Napier University, UK


This is a fine blend of theory and practice specially produced for managers in the financial services industry. It is clearly and concisely written and conveys a great deal of practical guidance which is relevant to managers in an industry undergoing such dramatic changes at the hands of a highly competitive market and a slew of new regulators.

Charles W. Munn, Professor, OBE, FCIBS, former Chief Executive of the Chartered Institute of Bankers in Scotland.

Using traditional management theories Stewart Falconer, in a very prescriptive and easily read style, applies those theories to the recent history and on-going developments within the UK Financial Services sector. Using real life case study material, Stewart "brings academic theory to life". This book is a must read for students of Financial Services subjects or for those within the sector looking to develop their knowledge of Financial Services Management.

Graeme Dalziel, Honorary Senior Lecturer, Glasgow Caledonian University, UK and formerly a senior manager for 30 years within the UK Financial Services sector.