GLENN MORGAN is Senior Lecturer in Organisational Behaviour at Warwick Business School, University of Warwick. He has previously worked at Manchester Business School and Manchester School of Management, UMIST. He has written many articles on organisation theory and financial services for books, academic and policy journals, and his publications include Organisations in Society (1990, Macmillan), and Regulation and Deregulation in European Financial Services (1997, Macmillan; edited with David Knights) ANDREW STURDY is Lecturer in Human Resource Management in the School of Management, University of Bath and an external examiner for the Chartered Institute of Bankers (UMIST). In the last fifteen years, his work has covered a range of issues in retail financial services in Europe and South-East Asia, including changing organisations, technologies, management ideas and consumption and employment patterns. This work has been published in a variety of books and journals. His current area of interest is the role of management consultants and the global diffusion of customer service ideas