Dissertation, Technische Universität München, 2009. / Title from PDF t.p. (SpringerLink, viewed Nov. 21, 2009). Includes bibliographical references and index.

Confrontés depuis plusieurs années à des mutations à la fois sociétales, technologiques, concurrentielles et juridiques, les établissements bancaires se voient dans la nécessité de revoir tant la stratégie d’implantation de leurs réseaux d’agences que le modèle de l’agence lui-même. Les banques coopératives sont particulièrement concernées par ce défi en ceci qu’elles ont construit leur modèle organisationnel sur un vaste réseau de caisses locales profondément enraciné dans les territoires. Touchées par un phénomène de banalisation résultant de l’hybridation progressive de leur modèle, elles aspirent aujourd’hui à reconquérir leur identité en inscrivant les sociétaires au coeur d’une relation bancaire articulant ancrage territorial et modernité. Nous nous interrogeons dès lors sur les déterminants de cette nouvelle relation de proximité en contexte bancaire coopératif. Pour ce faire, nous nous appuyons sur un cadre théorique articulé autour des théories de la proximité que nous confrontons à la réalité du terrain. Notre recherche nous amène à rencontrer des parties prenantes appartenant à la sphère locale (sociétaires, chargés de clientèle, administrateurs, directeurs de caisses) et au noyau stratégique (secrétaire général). Les résultats sont par ailleurs issus de l’analyse statistique d’un questionnaire administré à 982 jeunes sociétaires du Crédit Mutuel de Bretagne. Nous en venons finalement à défendre la thèse selon laquelle la complexification des attributs de la proximité doit amener le management à réinventer les relations entre les sociétaires et la banque de réseau traditionnelle tout en veillant à ne pas s’enfermer dans une logique d’isomorphisme institutionnel qui semble pourtant être déjà bien amorcée. / Facing for several years with societal, technological, competitive and legal mutations, banking institutions see the need to review both the strategy of their retail bank network implantation and the model of the branch itself. Cooperative banks are particularly concerned by this challenge in that they have built their organizational model on a vast network of local agencies deeply rooted in the territories. Affected by a phenomenon of banalization resulting from the progressive hybridization of their model, they aspire today to regain their identity by inscribing their members at the heart of a banking relationship centered on territorial anchoring and modernity. We are therefore pondering about the determinants of this new proximity relationship in a cooperative banking context. To do this, we rely on a theoretical framework articulated around the theories of proximity that we confront with the actual situation. Our research has brought us to meet stakeholders in the local sphere (members, collaborators, administrators and branches managers) and the strategic core (general secretary). The results are also derived from the statistical analysis of a questionnaire survey carried out among 982 young members of Crédit Mutuel de Bretagne. Finally, we argue that the complexity of the attributes of proximity must lead management to reinvent the relations between members and the traditional retail bank, while ensuring that they don’t lock themselves into an institutional isomorphism which seems to be already well underway.

Submitted by Luiz Armando Lucente (luizlucente@hotmail.com) on 2014-03-12T00:27:16Z No. of bitstreams: 1 Dissertacao Luiz Lucente versão final.pdf: 1003762 bytes, checksum: aed745afc6bcae0cd5f0f271e83f158e (MD5) / Rejected by JOANA MARTORINI (joana.martorini@fgv.br), reason: Prezado Luiz, bom dia. por gentileza ajustar o titulo do seu trabalho na versão em inglês conforme consta na sua Ata de Dissertação. aguardo on 2014-03-12T13:49:22Z (GMT) / Submitted by Luiz Armando Lucente (luizlucente@hotmail.com) on 2014-03-12T14:20:59Z No. of bitstreams: 1 Dissertacao Luiz Lucente versão final.pdf: 1003762 bytes, checksum: aed745afc6bcae0cd5f0f271e83f158e (MD5) / Rejected by JOANA MARTORINI (joana.martorini@fgv.br), reason: prezado Luiz, bom dia. o titulo do trabalho deverá ser em inglês, conforme consta na Ata de Dissertação. aguardo on 2014-03-12T14:23:48Z (GMT) / Submitted by Luiz Armando Lucente (luizlucente@hotmail.com) on 2014-03-12T23:31:57Z No. of bitstreams: 1 Dissertacao Luiz Lucente versão final.pdf: 1003381 bytes, checksum: 9f48844b4ffbdb904885e3438a4534fb (MD5) / Approved for entry into archive by JOANA MARTORINI (joana.martorini@fgv.br) on 2014-03-13T12:09:13Z (GMT) No. of bitstreams: 1 Dissertacao Luiz Lucente versão final.pdf: 1003381 bytes, checksum: 9f48844b4ffbdb904885e3438a4534fb (MD5) / Made available in DSpace on 2014-03-13T13:07:05Z (GMT). No. of bitstreams: 1 Dissertacao Luiz Lucente versão final.pdf: 1003381 bytes, checksum: 9f48844b4ffbdb904885e3438a4534fb (MD5) Previous issue date: 2014-02-10 / The theoretical literature regarding banking economics indicates that long-term relationships between a lender and a borrower can reveal information about the firm’s credit rating. Nonetheless, theoretical studies foresee different results from the effect of banking relationship regarding interest rates and the quantity of capital offered to a firm. According to Diamond (1991) and others, if the banking relationship reveals to all creditors the quality of the firm’s credit, therefore effects such as the increase in the loan amount available to the firm and interest rate reduction are expected. On the other hand, if banking relationship only reveals the firm’s credit information to the main supplier, then it could not have the effect from the increased lending amount and interest rate reduction. This paper demonstrates empirically what are effects from public and private information generated by banking relationship in the total quantity of capital (loan) offered to the firm and interest rate charged by financial institutions. We used the length of the relationship between the lender and the borrower as a measure, since it can be found in external bureaus such as Serasa Experian and SCPC (Credit Reporting Agency) or at SISBACEN (Central Bank Information System). We used as private information model measures that indicate late payments of debts from the borrower, which are known exclusively by each creditor. According to the theory, it is expected that public information related to length of the relationship with the bank will result in higher loan amount availability and lower interest rates. Private information regarding late payments will not have effect over the loan amount availability and interest rate, since they are exclusive information from the main creditor. In the empiric test, more than two thousand six hundred and eighty five loans related to working capital products granted to fifty-three companies lent by a financial institution in the state of Espírito Santo, were analyzed. Using the panel data with fixed firm effect econometric model, we found that the length of the relationship with the bank is positively correlated to the availability of capital to a firm and negatively correlated to the banking spread. Both effects are statistically significant at 5.00% level. Similar to the results found by Berger and Udell (1995). The results show that a long-term relationship between firms and financial institutions reduce the information asymmetry, generating benefits for the firms. In order to test the private information effect, we used information of defaults from the firms with the financial institution. Those data were used internally, not disclosed to credit bureaus. The variables tested were number of outstanding installments in the previous month, the sum of outstanding installments, flag in case the late payments had already been made and months since the last late payment. There are no effects of private information on spread and the total availability of capital. Similar to the results found by Sharpe (1990). / A literatura teórica sobre economia bancária aponta que o relacionamento duradouro entre um emprestador e uma firma tomadora pode revelar informações sobre a qualidade de crédito da firma. Entretanto, trabalhos teóricos preveem diferentes resultados do efeito do relacionamento bancário sobre a taxa de juros e volume ofertado do empréstimo. De acordo com Diamond (1991) e outros, se o relacionamento bancário for revelar a todos os credores a qualidade de crédito da firma, espera-se como efeitos o aumento do volume dos empréstimos e redução na taxa de juros. Por outro lado, se o relacionamento bancário revelar as informações de crédito da firma apenas para o fornecedor principal, então se pode não ter os efeitos de aumento do volume e redução na taxa de juros. Este trabalho demonstra empiricamente quais são os efeitos das informações públicas e privadas geradas pelo relacionamento bancário no montante do empréstimo e na taxa de juros cobrada pelas instituições financeiras para as firmas. Usamos como medida de informação pública o tempo de relacionamento entre o banco e tomador, que pode ser encontrado em bureaux externos como Serasa Experian e Serviço Central de Proteção ao Crédito (SCPC) ou no Sistema de Informação do Banco Central (SISBACEN). Usamos como modelo de informação privada medidas que indicam o pagamento do débito em atraso por parte do tomador, o qual é de conhecimento apenas de cada credor. De acordo com a teoria, espera-se que a informação pública de tempo de relacionamento bancário indicará a qualidade do credor e resultará em maior volume de empréstimo e taxa de juros menores. As informações privadas sobre pagamentos em atraso, por ser exclusiva do credor principal, não terão efeitos sobre o montante do empréstimo e sobre a taxa de juros. No teste empírico, foram analisados dois mil setecentos e oitenta e cinco empréstimos do produto capital de giro concedidos a cinquenta e três empresas, fornecidos por uma instituição financeira do Estado do Espírito Santo. Utilizando o modelo econométrico dados em painel com efeito fixo de firma, encontramos que o tempo de relacionamento bancário é positivamente correlacionado ao valor do principal do empréstimo e é negativamente correlacionado ao spread bancário. Ambos os efeitos são estatisticamente significantes ao nível de 5,00%. Resultados similares ao encontrado por Berger e Udell (1995). Os resultados mostram que um relacionamento duradouro entre firmas e instituições financeiras reduz a assimetria de informação, gerando benefícios para as firmas. Para testar o feito da informação privada, foram utilizadas informações de atraso das firmas com a instituição financeira. Esses dados foram usados internamente, não divulgados em bureaux de crédito. As variáveis testadas foram número de parcelas pagas em atraso no mês anterior, a soma das parcelas pagas em atraso, flag se já efetuou pagamento em atraso e meses desde o último pagamento em atraso. Não têm efeito as informações privadas sobre o spread e o valor do principal do empréstimo. Resultados similares aos encontrados por Sharpe (1990).

Titel: Hur påverkar kontantlösa banker relationen till kunderna? Nivå: C-uppsats i ämnet företagsekonomi Författare: Sofia Ågren och Nanette Brorén Handledare: Per-Arne Wikström Datum: Juni 2013   Syfte: Syftet är att belysa hur förändringen med bankernas kontanthantering i Sverige påverkar relationen med deras kunder med anseende på kundernas syn till de nya bankkanalerna.   Metod: Denna uppsats har genomförts med en kvalitativ metodansats, detta på grund av att vi ville få en djupare förklaring och förståelse till det fenomen som vi studerade. Vi valde att utföra sju intervjuer med personer på sju olika bankkontor. För att samla information till empirin använde vi oss i denna studie av semi-strukturerade intervjuer, där frågorna som vi ställde till respondenterna var ganska öppna. Detta valde vi eftersom att vi ville att respondenterna skulle få mer rum för att fritt kunna framföra det som de ville ha sagt, att vi då inte skulle styra dem särskilt mycket i deras svar. Men samtidigt ville vi ha stöd och hjälp av riktlinjerna i en intervjuguide, detta för att vara säkra på att få med det som vi ville ta upp i denna studie.   Resultat & slutsats: Bankkontoren som vi besökte har undersökt vad kunderna vill ha genom olika kundundersökningar. Via dessa undersökningar har de sedan kunnat se ett mönster från kunderna, bland annat att efterfrågan på kontanter minskar och efterfrågan på personlig rådgivning ökar. Vilket gör att bankerna har anpassat sig efter kundernas behov genom att ta bort kontanthanteringen över disk och frigjort tid till de privata rådgivningarna. Relationsmarknadsföringen är viktigt för att kunna bygga en långsiktig relation mellan kunden och banken, kärnan inom relationsmarknadsföringen är själva relationen. För att bevara och skapa förtroendet hos kunder är det viktigt att medarbetarna på bankkontoren lyssnar på sina kunder. Detta för att de sedan på ett bra sätt ska kunna hitta den bästa lösningen för var och en av kunderna utifrån deras behov. Bankerna som vi besökte hade tagit bort kontanthanteringen över disk och ingen av dessa banker har tappat många kunder på grund av det. Att det har gått så pass bra kan bero på att bankerna i ett tidigt stadium berättade för sina kunder att förändringen skulle ske och gav kunderna andra lösningar än kontanter.   Förslag till fortsatt forskning: I den fortsatta forskningen skulle det kunna göras en liknande studie som denna, men att den utgår från kundernas perspektiv istället. En annan intressant fortsatt forskning skulle vara att det inte bara studerade från kundernas perspektiv, utan från både kund- och bankperspektiv. Att dessa sedan kan jämföras för att undersöka om de anser att detta har påverkat relationen på olika sätt. Uppsatsens bidrag: Det bidrag som vi vill ge med denna studie är att ge en förklaring till hur en förändring i en verksamhet kan påverka dess relation med kunderna. Denna studie kan vara till nytta för olika bankkontor, där de då kan se hur andra har jobbat vid en sådan förändring och hur kunderna har reagerat.   Nyckelord: Kontantlöst samhälle, förtroende hos bank, bankernas relation till kunderna, kontanthantering, kontantlösa banker i Sverige, kundernas förtroende, förväntan, relationsmarknadsföring och kundrelationer. / Title: ”How does cashless banks affect the relationship with the customers?” Level: Final assignment for Bachelor Degree in Business Administration Author: Sofia Ågren and Nanette Brorén Supervisor: Per-Arne Wikström Date: June 2013   Aim: The purpose is to illustrate how the change in banks' cash management in Sweden affects the relationship with their customers with respect to customers’ views of the new banking channels.   Method: This paper has been carried out with a qualitative method, this because we wanted to get a deeper explanation and understanding of the phenomenon that we decides to study. We chose to perform seven interviews with persons in seven different bank offices. To collect the empirical data we used semi-structured interviews. We chose to use that kind of interview because we wanted the respondents to have more room to freely express what they wanted to say, that we would not control them as much in their response. But at the same time we wanted to have the support and help of the guidelines in an interview guide, this to be sure to get what we wanted to address in our study.   Result and Conclusions: The bank offices that we visited have checked what customers want through surveys. By these they have seen a pattern from the customers, the demand for cash has decreased and the demand for personal financial advice has increased. This means that the banks have adapted to customer needs by removing manual cash handling and freed up time to private consulting. Relationship marketing is important for building a long term relationship between the customer and the bank, the core of relationship marketing is the actual relationship. It is important that the employees at the bank offices are listening to their customers in order to maintain and create trust among them. This in order to be able to find the best solution for each customer based on their needs. The banks that we visited have removed the manual cash management and none of these banks have lost many customers. This could be due to that the banks in an early stage told their customers that the change would occur and that they gave the customers different solutions to cash. The banks made sure that the customers were informed well in advance before the change took place.   Suggestions for future research: A future research would be to undertake a similar study like this, but looking from the customer's perspective instead. Another interesting future research would be to not only study it from the customer's perspective, but from both the customers and banks perspective. This could be interesting because you then can compare these two groups to see if they feel that the change in cash handling has affected customers in different ways.   Contribution of the thesis: The paper contributes to provide an explanation of how a change in a business may affect its relationship with the customers. This study may be useful for different banks, where they then can see how others have worked with such a change and how customers have reacted.   Key words: Cashless society, confidence in the banking, banking relationship with customers, cash management, cashless bank in Sweden, customer confidence, expectation, relationship marketing and customer relationship.

借款公司與銀行間彼此往來關係以及議價能力是否是決定聯合貸款契約中依績效調整利率條款內容的重要因素? 本研究嘗試利用1993至2010美國聯貸案之資料來檢視此一關係是否確實存在。 實證結果發現，當借款公司與銀行已有往來關係且公司之籌資選擇較少時，會比較傾向簽訂利率向上調整之績效條款。此外，由於單一主辦行於聯貸案中無法向借款公司剝削所有利益，因此對於已和借款公司有往來關係的主辦行來說，其較不傾向簽訂利率向上之調整績效條款。最後，本研究發現，對於主辦行排名較後面的銀行來說，其更傾向簽訂利率向下之調整績效條款來吸引客戶(借款公司)。 / It is shown in this thesis that long-term banking relationships and bargaining power are important determinants of performance-pricing covenants (PPC) inclusions in syndicated loan contracts. Using a large sample of syndicated loans data (1993-2010), I find that syndicated loans tend to include more interest-increasing PPC when a long-term banking relationship exists and when borrowers have fewer financing alternatives. The presence of banking relationship with lead arrangers reduces the odds of using interest-increasing PPC, because lead arrangers might not be able to capture all rents from holding-up borrowers. Finally, I find lenders with lower league table ranking are likely to use more interest-decreasing PPC to attract borrowers, which again is consistent with the hold-up hypothesis.

La théorie bancaire récente a bien mis en évidence l'avantage comparatif des banques dans l'octroi du crédit aux petites et moyennes entreprises. La dépendance des PME vis-à-vis du financement bancaire est caractérisée par une asymétrie d'information due à l'opacité des firmes. Afin d'échapper à la surveillance de la banque prêteuse, les entreprises se dirigent vers une multibancarisation comme étant d'une part un contrat d'assurance implicite contre le risque de rationnement et d'une autre part une stratégie de diversification des sources de financement. Cette stratégie élimine également le risque de capturation (Hold-up problem) provenant de l'avantage informationnel détenu par la banque prêteuse et assure des conditions de crédits plus favorables. Ce travail de recherche teste et analyse les effets de la relation durable et de la multibancarisation sur les conditions de crédits. Après une présentation des fondements théoriques nous testons, sur un échantillon de 150 PME libanaises, l'effet du financement relationnel multibancaire respectivement sur le coût du crédit, le rationnement du crédit et les garanties demandées. Nous testons de même l’effet de la consolidation bancaire sur la propension des PME à diversifier leurs relations bancaires. / The recent banking theory highlights the comparative advantage of banks in financing SME (Small and Medium-Sized Enterprises. The dependence of the SME from the banking financing is mainly due to their information opacity. To escape the permanent control of the banks, companies go to a multi-banking relationship as an implicit insurance contract against the availability risk but also as an efficient way to diversify sources of funding. This strategy also eliminates the risk of capturation (Holdup Problem) resulting from the informative advantage detained by banks and insures more favorable credit terms. This research tests and analyzes the effects of the long-lasting relation and the multi-banking relationships on credit terms. After a detailed presentation of the literature review when we developed the main theoretical concepts we tested our hypothesis on a sample of 150 Lebanese SME firms. Our empirical works was focused on the effect of the multi-banking financing respectively on the credit cost, on credit availability and on collaterals. We also tested the effect of banking Mergers and acquisitions on SME’s intention to diversify their banking relations.