Marr, Norman E. and Prendergast, G.P. (1990) Human Tellers: who needs them? International Journal of Bank Marketing, 8 (2). pp. 32-39. ISSN 0265-2323

Human tellers are still the primary means of product delivery, despite the trend towards electronic and remote banking. In New Zealand, there exists a newly deregulated environment in the financial services industry. Therefore a “customer-oriented” approach is needed to achieve customer satisfaction. Amongst ATM card holders the majority still used human tellers, on a regular basis. This pointed to the fact that there are a number of improvements to be made in two categories; impolite/inefficient tellers; queuing difficulties.

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