APPENDIX

Customer Experience

The Financial Brand, (2014). Millennials Find Banks Irrelevant. Available from: https://thefinancialbrand.com/37787/millennial-banking-survey-viacom/

[Accessed: 19.10.18].

Centre for Economics and Business Research, (2015).

Future Trends in UK Banking. Available from: https://www.fiserv.com/international/resources/Fiserv_Future_of_Banking_-_Section_1.pdf [Accessed: 19.10.18].

Bain & Company, (2018.) Can Amazon Take Customer Loyalty to the Bank? Available from: https://www.bain.com/insights/can-amazon-take-customer-loyalty-to-the-bank/ [Accessed: 19.10.18].

EY, (2013.) Building the bank of 2030 and Beyond.

Available from: https://www.ey.com/publication/vwluassets/ey_-_building_the_bank_of_2030_and_beyond/$file/ey-building-the-bank-of-2030-and-beyond.pdf [Accessed: 19.10.18].

Kulkarni, T. (2017). Royal Bank of Scotland to Open Innovation Lab in London. Bank Innovation. Available from: https://bankinnovation.net/2017/08/royal-bank-of-scotland-to-open-innovation-labs-in-london/ [Accessed: 19.10.18].

Future Branches, (2018). Here’s How Umpqua Bank is Advancing the

‘Bank-Store’ Concept with Yoga Classes and Snacks. Available from: https://futurebranches.wbresearch.com/umpqua-bank-advancing-bank-store-concept-with-yoga-classes-and-snacks-ty-u [Accessed: 19.10.18].

High Street

GOV.UK, (2018). Essential Digital Skills Framework. Available from: https://www.gov.uk/government/publications/essential-digital-skills-framework/essential-digital-skills-framework [Accessed: 23.10.18].

Good Things Foundation, (2018). Bridging The Digital Divide. Available from: https://www.goodthingsfoundation.org/bridging-the-digital-divide

[Accessed: 23.10.18].

The Guardian, (2018). The Rise of Cashless Britain. Available from: https://www.theguardian.com/money/2018/oct/01/cashless-britain-banks-atms [Accessed: 20.10.18]

BBC, (2018). The Swedes Rebelling Against a Cashless Society. Available from: https://www.bbc.co.uk/news/business-43645676 [Accessed: 23.10.18].

Which, (2018). What does the future hold for the British high street?

Available from: https://www.which.co.uk/news/2018/07/what-does-the-future-hold-for-the-british-high-street/ [Accessed: 23.10.18].

Bloomberg, (2018). Tears ‘R’ Us: The World’s Biggest Toy Store Didn’t Have to Die. Available from: https://www.bloomberg.com/news/features/2018-06-06/toys-r-us-the-world-s-biggest-toy-store-didn-t-have-to-die

[Accessed: 23.10.18].

EY, (2016). The Relevance Challenge: What retail banks must do to stay in the game. Available from: https://www.ey.com/Publication/vwLUAssets/REPORT_-_Global_Consumer_Banking_Relevance_Survey/$FILE/REPORT%20-%20Global%20Consumer%20Banking%20Relevance%20Survey.pdf

[Accessed: 23.10.18].

Bank Culture and Spending Behaviours

Bristol Pound - Our City, Our Pound, (2018). The Bristol Pound.org.

Available from: https://bristolpound.org/#info [Accessed: 23.10.18].

The People’s Bank of Govanhill, (2015). About The People’s Bank of Govanhill. Available from: https://thepeoplesbankofgovanhill.wordpress.com/about/

[Accessed: 23.10.18].

We Are Snook, (2016). Hull Coin “Unlocking the hidden value in Hull’s economy. Available from: https://wearesnook.com/projects/hullcoin/ [Accessed: 23.10.18].

BBC Two, (2018). The Bank that Almost Broke Britain. Available from: https://www.bbc.co.uk/programmes/b0bmbhzb [Aired: 2.10.18].

LSE Public Lectures, (2018). Ten Years after the Global Financial Crisis: What have we learned and what did we forget? Available from: http://www.lse.ac.uk/Events/2018/10/20181018t1830vOT/ten-years-after-the-global-financial-crisis [Recorded: 18.10.18].

Royal Bank of Scotland, (2017). Sustainable Banking at Royal Bank of Scotland. Available from: https://www.rbs.com/rbs/sustainability/sustainable-banking-at-rbs.html [Accessed: 23.10.18].

Financial Education

The Guardian, (2018). Teach Primary Schools Finance, Say City Firms. Available from: https://www.theguardian.com/education/2018/jun/28/teach-primary-school-pupils-about-finance-say-city-firms [Accessed : 28.10.18].

Stanford University, (2002). What Is Peer Learning And Why Is It Important? Available from: https://tomprof.stanford.edu/posting/418 [Accessed :18.10.18].

Love Money, (2018). Opinion: We Need Massive Change To Tackle Financial Illiteracy. Available from: https://www.lovemoney.com/news/72461/financial-illiteracy-school-lessons-personal-education-uk [Accessed : 16.10.18].

OECD, (2016). Adult Financial Literacy Competencies.

Available from: http://www.oecd.org/finance/oecd-infe-survey-adult-financial-literacy-competencies.htm [Accessed : 16.10.18].

London Economics, (2017). The journey from childhood

skills to adult financial capability. Available from:

https://londoneconomics.co.uk/blog/publication/journey-childhood-skills-adult-financial-capability-analysis-1970-british-cohort-study-november-2017/

[Accessed: 20.10.18].

Financial Conduct Authority, (2017). Rules of Thumb and Nudges: Improving the financial well-being of UK consumers. Available from:

https://www.fca.org.uk/publication/research/fawg-rules-of-thumb-nudges.pdf [Accessed: 20.10.18].

Data and Digital

Capgemini & LinkedIn, (2018). World Fintech Report 2018.

Available from: https://www.capgemini.com/wp-content/uploads/2018/02/world-fintech-report-wftr-2018.pdf

[Accessed: 25.10.18]

Telus International, (2016). How fintech is redefining

customer experience - and not just in the financial industry.

Available from: https://www.telusinternational.com/articles/fintech-redefining-customer-experience-not-just-financial-industry/ [Accessed: 25.10.18]

John Lancester, (2018). After the fall. Available from: https://www.lrb.co.uk/v40/n13/john-lanchester/after-the-fall [Accessed: 20.10.18]

American Journal of Managed Care, (2018). 5 Things About Wearable Technology in Healthcare. Available from: https://www.ajmc.com/newsroom/5-things-about-wearable-technology-in-healthcare [Accessed: 25.10.18]

MDPI, (2018). Sensors and Functionalities of Non-Invasive Wrist-Wearable Devices: A Review. Available from: https://www.mdpi.com/1424-8220/18/6/1714/htm [Accessed: 22.10.18]

National Center for Biotechnology Information, (2014).

Just a Fad? Gamification in Health and Fitness Apps. Available from:

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4307823/

[Accessed: 22.10.18]

Barclays, (2018). UK Consumer Digital Index 2018. Available from: https://www.lloydsbank.com/assets/media/pdfs/banking_with_us/whats-happening/LB-Consumer-Digital-Index-2018-Report.pdf [Accessed: 22.10.18]

EY, (2013). Building the bank of 2030 and beyond.

Available from: https://www.ey.com/publication/vwluassets/ey_-_building_the_bank_of_2030_and_beyond/$file/ey-building-the-bank-of-2030-and-beyond.pdf [Accessed: 22.10.18]

Apple, (2018). Empower your patients with Health Records on iPhone.

Available from: https://www.apple.com/healthcare/health-records/

[Accessed: 22.10.18]

Dresner Advisory Services, (2017). Big Data Analytics Market Study.

Available from: https://www.microstrategy.com/getmedia/cd052225-be60-49fd-ab1c-4984ebc3cde9/Dresner-Report-Big_Data_Analytic_Market_Study-WisdomofCrowdsSeries-2017.pdf [Accessed: 22.10.18]

Journal of Interactive Marketing 17.1, (2003). Customer as Assets. Available from: https://onlinelibrary.wiley.com/doi/abs/10.1002/dir.10045 [Accessed: 20.10.18]

The United Nations, (2014). World Urbanisation Prospects. Available from: https://esa.un.org/unpd/wup/publications/files/wup2014-highlights.pdf [Accessed: 22.10.18]

Eir Buisness, (2016). Smart Healthcare and Smart Cities –

A More Integrated Approach? Available from: https://business.eir.ie/smart-healthcare-smart-cities/ [Accessed: 20.10.18]

5G.co.uk, (2018). “What is 5G?” Available from: https://5g.co.uk/

[Accessed: 22.10.18]

University of Bristol, (2018). New lab to create centre of

innovation for virtual and augmented reality. Available from:

https://www.bristol.ac.uk/news/2018/april/bristol-vr-lab.html

[Accessed: 22.10.18]

Medium, (2018). 5G Is Making Its Global Debut at Olympics, and It’s

Wicked Fast. Available from: https://medium.com/bloomberg/tagged/5g

[Accessed: 23.10.18]

PWC, Financial services technology 2020 and beyond:

Embracing disruption. Available from: https://www.pwc.com/gx/en/financial-services/assets/pdf/technology2020-and-beyond.pdf [Accessed: 25.10.18]

PR Newswire, (2018). Cybersecurity in Healthcare, 2018-2030.

Available from: https://www.prnewswire.com/news-releases/cybersecurity-in-healthcare-2018-2030-300625271.html [Accessed: 20.10.18]

Forbes, (2018). What Will Cybersecurity Look Like 10 Years From Now?

Available from: https://www.forbes.com/sites/quora/2017/09/14/what-will-cybersecurity-look-like-10-years-from-now/#6b90ce326e6e [Accessed: 20.10.18]

Digital and Financial Literacy

Mortgage Solutions, (2018). Mortgage Brokers Must Do More

To Improve Consumer Financial Literacy. Available from:

Available from: https://www.mortgagesolutions.co.uk/better-business/2018/01/09/mortgage-brokers-must-improve-consumer-financial-literacy-habito/ [Accessed: 20.10.18]

House Of Lords, (2017). Tackling Financial Exclusion. Available from:

https://publications.parliament.uk/pa/ld201617/ldselect/ldfinexcl/132/132.pdf

[Accessed: 20.10.18]

The Independent, (2018). England faces ‘crisis’ in adult financial literacy as

one in three cannot work out change from shopping trip. Available from: https://www.independent.co.uk/news/uk/home-news/england-financial-literacy-shopping-trip-change-numeracy-mental-arithmetic-a8255951.html

[Accessed: 20.10.18]

Lloyds Bank, (2018). UK Consumer Digital Index 2018. Available from: https://www.lloydsbank.com/banking-with-us/whats-happening/consumer-digital-index.asp [Accessed: 20.10.18]

The Money Advice Service, (2017). The journey from childhood skills to adult financial capability – analysis of the 1970 British Cohort Study. Available from: https://londoneconomics.co.uk/blog/publication/journey-childhood-skills-adult-financial-capability-analysis-1970-british-cohort-study-november-2017/ [Accessed: 20.10.18]

Financial Educators Council, (2018). Financial Literacy Definition.

Available from: https://www.financialeducatorscouncil.org/financial-literacy-definition/ [Accessed: 25.10.18]

Health

Gov.uk, (2018). Soft Drinks Industry Levy comes into effect.

Available from: https://www.gov.uk/government/news/soft-drinks-industry-levy-comes-into-effect [Accessed: 20.10.18].

BBC, (2018). Soft drink sugar tax, but will it work? Available from: https://www.bbc.co.uk/news/health-43659124 [Accessed: 22.10.18].

The Telegraph, (2018). How the sugar tax has left Britain's

drinks industry tasting a little sour. Available from:

https://www.telegraph.co.uk/business/2018/03/31/sugar-tax-has-left-britains-drinks-industry-tasting-little-sour/ [Accessed: 20.10.18].

Opinium, (2016). Data-powered Health.

Available from: https://www.opinium.co.uk/wp-content/uploads/2017/06/Citizen-health-report-v9.pdf [Accessed: 22.10.18].

Health Policy Research Group, Development of the Patient Activation Measure (PAM): Conceptualizing and Measuring Activation in Patients and Consumers. Available from:

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC1361049/ [Accessed: 22.10.18].

Health Policy Research Group, Patient Activation and Health Literacy: What's the Difference? How Do Each Contribute to Health Outcomes. Available from:

https://www.ncbi.nlm.nih.gov/pubmed/28972522 [Accessed: 22.10.18].

Katherine Lee, M.A., Capitalizing on Pregnancy as a

Teachable Moment for Health Eating. Available from:

https://jscholarship.library.jhu.edu/bitstream/handle/1774.2/40306/LEE-DISSERTATION-2016.pdf?sequence=1&isAllowed=y [Accessed: 20.10.18].

National Center for Biotechnology Information, (2010).

Surgery as a teachable moment for smoking cessation.

Available from: https://www.ncbi.nlm.nih.gov/pubmed/19996946

[Accessed: 20.10.18].

The Guardian. (2016). 'Postcode lottery' revealed in NHS care.

Available from: https://www.theguardian.com/society/2016/sep/08/postcode-lottery-revealed-in-nhs-care [Accessed: 22.10.18].

The Press and Journal. (2018). Hospital boss confident maternity

service at Dr Gray’s will be restored next year. Available from:

https://www.pressandjournal.co.uk/fp/news/moray/elgin/1519638/hospital-boss-confident-maternity-service-will-be-restored-next-year/ [Accessed: 22.10.18].

NHS England (2016). Health should not be a postcode lottery. Available from:

https://www.england.nhs.uk/blog/penny-woods-2/ [Accessed: 22.10.18].

BMC Medicine, (2017). eHealth in the Future of Medications Management: Personalisation, Monitoring and Adherence. Available from:

https://bmcmedicine.biomedcentral.com/articles/10.1186/s12916-017-0838-0

[Accessed: 20.10.18].

World Economic Forum, (2016). Healthcare in 2030.

Available from: https://www.weforum.org/agenda/2016/11/healthcare-in-2030-goodbye-hospital-hello-home-spital [Accessed: 22.10.18].

BMJ Open, (2013). What happens when patients know more than their doctors? Available from: https://bmjopen.bmj.com/content/3/11/e003583.info

[Accessed: 22.10.18].

Economics

Office of National Statistics, (2018). Trends in

Self-employment in the UK. Available from:

https://www.ons.gov.uk/employmentandlabourmarket/peopleinwork/employmentandemployeetypes/articles/trendsinselfemploymentintheuk/2018-02-07

[Accessed: 20.10.18].

BBC News, (2018). Going solo: The rise of self-employment.

Available from: https://www.bbc.co.uk/news/business-44887623

[Accessed: 23.10.18].

HM Government Report, (2018). The experiences of

Individuals in the gig economy. Available from:

https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/679987/171107_The_experiences_of_those_in_the_gig_economy.pdf [Accessed: 24.10.18].

The Financial Times, (2015). Year in a Word: Gig Economy. Available from: https://www.ft.com/content/b5a2b122-a41b-11e5-8218-6b8ff73aae15 [Accessed: 22.10.18].

The Guardian, (2016). Self-employment used to be the dream.

Now it’s a nightmare. Available from:

https://www.theguardian.com/commentisfree/2016/oct/19/self-employment-dream-governments-gig-economy [Accessed: 22.10.18].

BBC News, (2018). Gig economy: Workers' rights to be strictly enforced. Available from: https://www.bbc.co.uk/news/business-42959756

[Accessed: 22.10.18].

Newstateman, (2016). Why people are crowdfunding their funerals. Available from: https://www.newstatesman.com/politics/economy/2016/04/why-people-are-crowdfunding-their-funerals [Accessed: 23.10.18].

Forbes, (2016). The rise of investment crowdfunding.

Available from: https://www.forbes.com/sites/adigaskell/2016/03/15/the-rise-of-investment-crowdfunding/#717e5ee04d9b [Accessed: 23.10.18].

EY, (2013). Building the bank of 2030 and beyond.

Available from: https://www.ey.com/publication/vwluassets/ey_-_building_the_bank_of_2030_and_beyond/$file/ey-building-the-bank-of-2030-and-beyond.pdf. [Accessed: 23.10.18].

Financial Times, (2018). Global recovery brings opportunities for emerging markets. Available from: https://www.ft.com/content/82f7eb62-f7c4-11e7-8715-e94187b3017e [Accessed: 21.10.18].

Politics

World Economic Forum, (2016). Democracy Needs Checks and Balances. Available from: https://www.weforum.org/agenda/2016/11/democracy-checks-balances [Accessed: 20.10.18].

Edelman, (2018). Trust Barometer Global Report.

Available from: https://cms.edelman.com/sites/default/files/2018-01/2018%20Edelman%20Trust%20Barometer%20Global%20Report.pdf

[Accessed: 22.10.18].

The Guardian, (2015). Lack of financial literacy among

voters is a 'threat to democracy.’ Available from:

https://www.theguardian.com/politics/2015/mar/16/lack-of-financial-literacy-among-voters-is-a-threat-to-democracy [Accessed: 20.10.18].

Statista, (2017). Brexit and the UK Economy. Available from:

https://www.statista.com/topics/3154/brexit-and-the-uk-economy/

[Accessed: 22.10.18].

Oxera, (2017). Brexit: implications for the banking sector. Available from:

https://www.oxera.com/agenda/brexit-implications-for-the-banking-sector/

[Accessed: 21.10.18].

Institute of Employment Studies, (2017). Brexit Observatory: Labour market. Available from: https://www.employment-studies.co.uk/brexit-impact-workforce/brexit-observatory-labour-market [Accessed: 22.10.18].

The Guardian, (2018). Austerity is the wrong prescription

for the world's wellbeing. Available from:

https://www.theguardian.com/business/2018/oct/07/austerity-is-the-wrong-prescription-for-the-world-wellbeing [Accessed: 21.10.18].

Stuckler, D., Reeves, A., Loopstra , R., Karanikolos, M., McKee, M. (2017). Austerity and health: the impact in the UK and Europe.

European Journal of Public Health. Available from:

https://academic.oup.com/eurpub/article/27/suppl_4/18/4430523

[Accessed: 21.10.18].

The Independent, (2018). Theresa May declares 'austerity is over' after eight years of cuts and tax increases. Available from :

https://www.independent.co.uk/news/uk/politics/theresa-may-austerity-end-over-speech-conservative-conference-tory-labour-a8566526.html

[Accessed: 21.10.18].

BBC - “EU referendum: Scotland backs Remain as UK votes Leave”

Available from : https://www.bbc.co.uk/news/uk-scotland-scotland-politics-36599102 [Accessed: 23.10.18].

Guardian, (2018). Scottish independence supporters rally in Edinburgh.

Available from: https://www.theguardian.com/politics/2018/oct/06/scottish-independence-supporters-rally-in-edinburgh-second-referendum

[Accessed: 23.10.18].

The Guardian, (2018). Austerity is the wrong

prescription for the world's wellbeing. Available from :

https://www.theguardian.com/business/2018/oct/07/austerity-is-the-wrong-prescription-for-the-world-wellbeing

[Accessed: 21.10.18].

European Journal of Public Health (2017).

Austerity and health: the impact in the UK and Europe. Available from :

https://academic.oup.com/eurpub/article/27/suppl_4/18/4430523.

[Accessed: 21.10.18].

The Independent, (2018). Theresa May declares 'austerity is over' after eight years of cuts and tax increases. Available from :

https://www.independent.co.uk/news/uk/politics/theresa-may-austerity-end-over-speech-conservative-conference-tory-labour-a8566526.html.

[Accessed: 21.10.18].

Society

The Guardian, (2018). Britain’s housing crisis: slow progress and a radical quick fix. Available from: https://www.theguardian.com/society/2018/sep/13/britains-housing-crisis-slow-progress-and-a-radical-quick-fix [Accessed: 23.10.18].

The Guardian, (2018). Shoebox Britain: how shrinking homes

are affecting our health and happiness. Available from:

https://www.theguardian.com/money/2018/oct/10/shrinking-homes-affect-health-shoebox-britain [Accessed: 23.10.18].

The Guardian, (2018). The Rise of Cashless Britain.

Available from: https://www.theguardian.com/money/2018/oct/01/cashless-britain-banks-atms [Accessed: 20.10.18].

Gov.uk, (2018). Essential Digital Skills Framework Available from: https://www.gov.uk/government/publications/essential-digital-skills-framework/essential-digital-skills-framework [Accessed: 20.10.18].

BBC News, (2018). Isle of Barra's mobile RBS bank service suspended amid 'hostility.' Available from: https://www.bbc.co.uk/news/uk-scotland-highlands-islands-44627543 [Accessed: 22.10.18].

Co-op Media, (2018). Know thy neighbour? Available from: https://www.co-operative.coop/media/news-releases/know-thy-neighbour [Accessed: 22.10.18].

NHS Health Scotland Report, (2018). Social isolation and

loneliness in Scotland: a review of prevalence and trends.

Available from: http://www.healthscotland.scot/media/1712/social-isolation-and-loneliness-in-scotland-a-review-of-prevalence-and-trends.pdf

[Accessed: 22.10.18].

EY. (2013). Building the bank of 2030 and beyond.

Available from: https://www.ey.com/publication/vwluassets/ey_-_building_the_bank_of_2030_and_beyond/$file/ey-building-the-bank-of-2030-and-beyond.pdf [Accessed: 21.10.18].

Government Office for Science, (2016).

Future of an Ageing Population. Available from:

https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/535187/gs-16-10-future-of-an-ageing-population.pdf [Accessed: 22.10.18].

Office for National Statistics, (2015). Marriages in England and Wales. Available from: https://www.ons.gov.uk/peoplepopulationandcommunity/birthsdeathsandmarriages/marriagecohabitationandcivilpartnerships/bulletins/marriagesinenglandandwalesprovisional/2015 [Accessed: 22.10.18].

UCAS, (2017). Largest ever proportion of UK’s 18 year olds entered higher education in 2017, UCAS data reveals. Available from: https://www.ucas.com/corporate/news-and-key-documents/news/largest-ever-proportion-uks-18-year-olds-entered-higher-education-2017-ucas-data-reveals [Accessed: 22.10.18].