Banking Service

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Here are a few tips about sources, subject headings, and strategies that you may want to start with. Note that these tips are just a start: think broadly about the sort of information you need and about who might have that information (government/association/academic/news/etc.).

Articles in journals, magazines, and newspapers

A. Try searching in Business Source Complete using various combinations of such Subjects as:

  • Customer services
  • Customer relations
  • Member services
  • Banking industry
  • Bank employees
  • Banking industry -- Customer services
  • Credit unions
  • Employee training
  • Occupational training
  • Customer satisfaction
  • Quality of service
  • Customer relations
  • Customer retention
  • Personnel management
  • Employee empowerment
  • Be sure to explore the references of any academic journal (research) articles in your results, and to check Google Scholar to see what newer articles and chapters have cited those articles since they were written. Both approaches will often lead to additional information on the topic... and help you avoid lots of keyword searches.

B. For more of a Canadian perspective, try CBCA Complete and look for articles using the same terms (as keywords rather than subjects) that you used in Business Source Complete. Also try Canadian Newsstand for Canadian newspaper articles.

  • Try this rough exploratory search in Canadian Newsstream to start. Be sure to look for mentions of experts or studies that you can then research elsewhere. News articles can often be great sources of such clues!

C. We have several credit union industry magazines available online at SFU. It might be efficient to browse them for relevant articles:

Ebooks & books

A. Search the SFU Library Catalogue for the Resource Type "books." Start with combinations of the same subjects used in your Business Source Complete searches, but also keyword search with some of the same terms so that you can catch items where the terms are used in chapter titles.

  • Here's a rough search for ebooks and books on the broad "customer service" topic from the last 5 years. Add terms to that search to refine and focus it.

Other resources

A. Associations often publish reports, statistics, and newsletters. Many associations reserve access to large parts of their sites for their members, but you can usually find some information through their news sections or via their social media.

Here are a few associations you might try first:

B. Speaking of associations, I noticed a news item from the Canadian Credit Union Association that outlines the findings from an Ipsos survey on customer experience in financial institutions.

C. Still with the Canadian Credit Union Association, I see that they offer employee training programs for all of the credit unions in Canada. Maybe interesting to see what sorts of courses are available...?

D. I noticed in a number of credit union sites and publications that the term "member experience" is used instead of "customer experience." It might be useful to try that term in some of your searches!

<No further suggestions yet - but keep checking. Also, don't forget that this is your wiki: you are welcome to add any tips here whenever you'd like. --- MB>