de BrentaniUlrike, ‘New Industrial Service Development: Scenarios for Success and Failure’, Journal of Business Research, 32, 1995, pp. 93–103.
2.
AbbieGriffin and AlbertPage, ‘PDMA Success Measurement Project: Recommended Measures for Product Development Success and Failure’, Journal of Product Innovation Management, 13, 1996, pp. 478–496.
3.
ErikHultink and HenryRobben, ‘Measuring New Product Success: The Difference that Time Perspective Makes’, Journal of Product Innovation Management, 12, 1995, pp. 392–405.
4.
Griffin and Page, 1996, op. cit.
5.
EdgettS., ShipleyD. and ForbesG.‘Japanese and British Companies Compared: Contributing Factors to Success and Failure in NPD’, Journal of Product Innovation Management, 9, 1992, pp. 3–10.
6.
EasingwoodC. J. and PercivalJ., ‘Evaluation of New Financial Services’, International Journal of Bank Marketing, 86, 1990 pp. 3–8.
7.
AbbieGriffin and AlbertPage., ‘An Interim Report on Measuring Product Development Success and Failure’, Journal of Product Innovation Management, 10, 1993, pp. 291–308.
8.
Griffin and Page, 1996, op. cit.
9.
ChrisStorey and ChristopherBasingwood, ‘Types of New Product Performance: Evidence from the Consumer Financial Services Sector’, Journal of Business Research, 43, 1998.
10.
HartSusan, ‘Success in New Product Development: Exploratory Investigation’, Conference Proceedings, Marketing Education Group, University of Salford, July1992, pp. 402–407.
11.
Johne, AxelF. and Snelson, PatriciaA., ‘Success Factors in Product Innovation: A Selective Review of the Literature’, Journal of Product Innovation Management, 52, 1988, pp. 114–128.
12.
Montoya-WeissM. and CantantoneR., ‘Determinants of New Product Performance’, Journal of Product Innovation Management, 11, 1994, pp. 397–417.
13.
VossChris, ‘Measurement of Innovation and Design Performance in Services’, Design Management Journal, Winter, 1992, pp. 40–46.
14.
de Brentani, 1995, op. cit.
15.
Griffin and Page, 1993, op. cit.
16.
Griffin and Page, 1996, op. cit.
17.
ShipleyEdgett and Forbes, 1992, op. cit.
18.
JohneAxel, F. and ChrisStorey., ‘New Service Development: A Review of the Literature and Annotated Bibliography’, City University Business School Working Paper, 1996.
19.
Easingwood and Percival, 1990, op. cit.
20.
Griffin and Page, 1993, op. cit.
21.
Johne and Storey, 1996, op. cit.
22.
SouderW. B., ‘Managing Relations between R&D and Marketing in New Product Development Projects, Journal of New Product Innovation Management, 51, 1988, pp. 6–19.
23.
Griffin and Page, 1993, op. cit.
24.
Storey and Easingwood, 1998, op. cit.
25.
Storey and Easingwood, 1998, op. cit.
26.
YinR., Case Study Research, Beverly Hills, CA: Sage Publications, USA, 1984.
27.
Eisenhardt, KathleenM., ‘Building Theories from Case Study Research’, Academy of Management Review, 144, 1989, pp. 532–550.
28.
Yin, 1984, op. cit.
29.
Deloitte Touche Tohrnatsu International, The Future of Retail Banking London, UK, 1995.
30.
Devlin, JamesF., ‘Technology and Innovation in Retail Banking Distribution’, International Journal of Bank Marketing, 134, 1995, pp. 19–25.
31.
McMahonL., ‘Dominance and Survival in Retail Financial Services: Use of Electronic Delivery Channels to Optimise Distribution Strategy’, Journal of Financial Services Marketing, 11, 1996, pp. 35–47.
32.
HeanyD.F., ‘Degrees of Product Innovation’, Journal of Business Strategy, 3, 1983, pp. 3–14.
33.
LovelockC. H., ‘Developing and Implementing New Services’, in Developing New Services, GeorgeW. R. and MarshallC. B., (Eds.) American Marketing Association, Chicago, 1984, pp. 44–64.
34.
AllenBooz and Hamilton, New Product Management for the 1980's, New York, USA, 1982.
35.
AnsofH. Igor, ‘Strategies for Diversification’, Harvard Business Review, Sept-Oct.1957.
36.
Johne and Storey, 1996, op. cit.
37.
DanielB., ‘Bank of Scotland: Screen Based Banking Case Study’, City University Business School Working Paper, 1998.
38.
TomkinNeil, ‘Mondex Case Study’, City University Business School Working Paper 1998.
39.
TomkinNeil, ‘Mondex Case Study’, City University Business School Working Paper 1998.
40.
Griffin and Page, 1996, op. cit.
41.
Griffin and Page, 1993, op. cit.
42.
Storey and Easingwood, 1998, op. cit.
43.
Storey and Easingwood, 1998, op. cit.
44.
HawkesP., ‘Customer Loyalty Programmes - Are they Right for You?’, The Journal of Brand Management, 34, 1996, pp. 217–225.
45.
FionaTait and Davis, RobertH., ‘The Development and Future of Home Banking’, International Journal of Bank Marketing, 72, 1989, pp. 3–9.
46.
LarocheM., RosenblattJ. A. and ManningT., ‘Services Used and Factors Considered Important in Selecting a Bank. An Investigation across Diverse Demographic Segments’, International Journal of Bank Marketing, 41, 1986, pp. 35–55.
47.
RichardsonB. A. and RobinsonC. G., ‘The Impact of Internal Marketing on Customer Service in a Retail Bank’, International Journal of Bank Marketing, 45, 1986, pp. 3–30.
48.
MacMillanI. C. and McCafferyM. L., ‘Strategy for Financial Services: Cashing in on Competitive Inertia’, Journal of Business Strategy, 43, 1984, pp. 58–65.
49.
LangeardB. and BiglierP., ‘Strategic Managment of Service Development’, in Emerging Perspectives on Services, Berry L. L. et al., (eds.) American Marketing Association, Chicago, 1983, pp. 68–72.
50.
ThomasD. R. B., ‘Strategy is Different in Service Businesses’, Harvard Business Review, Jul-Aug1978, pp. 158–167.
51.
Griffin and Page, 1993, op. cit.
52.
DrewS., ‘Accelerating Innovation in Financial Services’, Long Range Planning, 284, 1995, pp. 11–21.
53.
CoyneKevin, P. and ReneeDye, ‘The Competitive Dynamics of Networked-Based Businesses’, Harvard Business Review,Jan- Feb 1998, pp. 99–109.
54.
Griffin and Page, 1993, op. cit.
55.
Storey and Easingwood, 1998, op. cit.
56.
MacMillan and McCaffery, 1984, op. cit.
57.
Hawkes, 1996, op. cit.
58.
Griffin and Page, 1993, op. cit.
59.
Storey and Easingwood, 1998, op. cit.
60.
TomkinNeil, ‘First Direct: Telephone Based Banking Case Study’, City University Business School Working Paper, 1998.
61.
OlshavskyRichard, W. and Spreng, RichardA., ‘An Exploratory Study of the Innovation Evaluation Process’, Journal of Product Innovation Management, 136, 1996, pp. 512–529.
62.
Lambe, JayC. and Speckman, RobertE., ‘Alliances, External Technology Acquisition and Discontinuous Technological Change’, Journal of Product Innovation Management, 142, 1997, pp. 102–116.
63.
WillMitchell and SinghKulwant, ‘Survival of Businesses Using Collaborative Relationships to Commercialize Complex Goods’, Strategic Management Journal, 17, 1996, pp. 169–195,.
64.
DozY. L. and HamelG., Alliance Advantage, Harvard Business School Press, 1998.
65.
KanterMoss, Rosabeth, ‘Collaborative Advantage; The Art of Alliances’, Harvard Business Review, July-Aug, 1994, pp. 96–108.