Abstract
This paper examined the relationship in some Nigerian banks between employees representing organizational types, as propounded by Weber in 1947 and 1964, and customer service. The two types of banks were rational and traditional. 195 subjects from three commercial banks in Lagos participated in semistructured interviews which centered on seven predictor variables compared for customer service. Customers' social status was not related to any type of bank, but customer relations was moderately related to the rational bank. Expectation that the rational type of bank would be more efficient than the traditional bank was supported. Availability of equipment produced better and faster services in the rational bank than in the traditional bank; support was based on strong to moderate correlations. Results suggest a judicious application of Weber's theory of organizational types by banks would enable them to attain positive adjustments in their struggle for survival.
Get full access to this article
View all access options for this article.