As with any study, there are limitations that should be noted. Only branch
personnel were sampled. However, the study included branch managers as well
as operators working in a wide variety of positions within each business unit. An
alternative research approach could be to conduct a multi-level study within the UK
retail-banking sector that could include collecting data from different hierarchical
levels. For example, top management, regional management, branch managers, and
workers. Such an approach will demand a substantial investment in terms of time and
financial resources.