The role of customer management capabilities in public-private partnerships

Canhoto, A.I. and Meadows, M. and Ball, K. and Daniel, E. and Dibb, S. and Spiller, Keith (2016) The role of customer management capabilities in public-private partnerships. Journal of Strategic Marketing. pp. 1-21. ISSN 0965254X (ISSN)

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Commercial organisations are increasingly asked to perform tasks traditionally associated with governmental bodies, such as law enforcement. The rationale for these public-private partnerships is that there are synergies between traditional business skills and those required to achieve certain societal goals. However, there is a lack of research into whether this is, indeed, the case. This paper addresses this gap by investigating one particular type of public-private partnership: anti-money laundering (AML). The study explores the potential synergies between customer relationship management (CRM) and those required for AML. A quantitative survey-based approach is used to identify the overlaps and connections between these two areas of competence. The findings reveal tensions between financial institutions' dual roles as both commercial organisations and players in the battle against money laundering. The consequences for these firms are explored, and the wider implications for other organisations supplying non-commercial services to government are considered. © 2016 Informa UK Limited, trading as Taylor & Francis Group

Item Type: Article
Identification Number:
6 April 2016Published Online
4 June 2015Accepted
Uncontrolled Keywords: anti money laundering, customer insight, customer relationship management, marketing capabilities, public-private partnerships
Subjects: CAH17 - business and management > CAH17-01 - business and management > CAH17-01-04 - management studies
Divisions: Faculty of Business, Law and Social Sciences > Birmingham City Business School
Depositing User: Users 18 not found.
Date Deposited: 23 Nov 2016 12:32
Last Modified: 22 Mar 2023 11:49

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