... Financial services Sales incentives Advances in artificial intelligence (AI) and analytics and falling costs for data storage have led firms to increasingly take advantage of data-driven models and automation to improve marketing decisions and, subsequently, increase top- and bottom-line...

... on stakeholders in CBR, particularly in an industry crisis, emphasises trust restoration and reveals the peripheral role of customers in CBR. Social implications This study points to significance of stakeholder networks, particularly in insurance and financial services, in addressing social and ethical issues...

.... Thus, a holistic measure of value-in-use is required which: Value-in-use Measurement Financial services Positive and negative facets Aligned with the rise of the service dominant logic (SDL) (Vargo and Lusch, 2008) and service logic (SL) (Grönroos and Voima, 2013...

...James F. Devlin; Sanjit Kumar Roy; Harjit Sekhon Purpose – The purpose of this article is to derive, test and validate a comprehensive, inclusive measure of perceptions of fairness in consumers of financial services, as current attempts to measure fairness in a broad-based multi-dimensional...

.... Customer loyalty Need for cognition Personality differences Behavioural intentions Customer satisfaction Financial services Scandinavia We previously defined value as a perceptual judgment of the overall value received from a given object. The elaboration likelihood model (Petty and Cacioppo...

... of this interface to corporate marketing scholars and practitioners alike. Design/methodology/approach This article adopts a grounded theory methodology and is informed by three in depth case studies undertaken among three building societies (mutuals) operating within the British Financial Services Industry...

...Paolo Guenzi; Laurent Georges Purpose This paper seeks to explore drivers and consequences of customer trust in the salesperson in the financial services industry. Its theoretical foundations are based on literature on customers' interpersonal relationships with salespeople and front‐line...

.../methodology/approach Three case companies from the UK financial services sector are tracked through the process of lean improvement. Analysis of management change of a common process within each company forms the basis of the investigation. Findings Research findings highlight that, through the adoption...

... is developed and tested with data from financial services organizations in the UK. In addition to quantitative data, the researchers also collected qualitative feedback. Findings The degree of channel change is related to: volatility in customers' needs; the sophistication of the target customer; product...

...‐corporate” approach in financial services, where a “family of main brands” was incorporated into an organisation's brand portfolio, often in the form of brands traditionally associated with separate companies. The current study seeks to provide contrasting insights from consumer data and to highlight...

... categories, all of the affinity credit cards were issued by one financial services organisation. Variation is therefore possible between the benefits offered by other financial services organisations operating affinity schemes. Practical implications The findings demonstrate the need to identify...

... of alternatives). Simon J. Bell can be contacted at: s.bell@jbs.cam.ac.uk © Emerald Group Publishing Limited 2007 Customers Customer loyalty Financial services Customer services quality In search of sustainable competitive advantage, service organisations are increasingly looking...

... to the perception of empowerment, and that empowerment may also entail costs for consumers. They identify three reasons why larger choice sets may be negative: Empowerment Internet Information Financial services Pensions Various claims exist of the internet as a tool to empower consumers (Bush...

...Leslie de Chernatony; Susan Cottam Purpose Having a successful brand that is integrated and coherent can provide a sustainable competitive advantage. The aim of this paper is to identify internal factors contributing to financial services brand success and ultimately to facilitate better‐informed...

... for organizations in managing customers in a multi‐channel environment. © Emerald Group Publishing Limited 2006 Buyer‐seller relationships Distribution channels and markets Financial services United Kingdom The use of new distribution channels, such as the telephone and the internet...

... studies described below focus on the development stage where stakeholder involvement will potentially impact on the nature of the final service. The four NSD case studies comprise two private sector financial service projects (bank mortgage product and bank retail outlet/distribution network...

... to a total of 280 financial services salespeople. The salespeople questioned were mainly specializing in selling high‐involvement financial products (e.g. mortgages, life insurance) to final consumers. Findings Results suggest that method of compensation and control system (CS) are important determinants...

... Publishing Limited 2005 Financial services Retailing Innovation Learning Learning organizations Research In contrast to these trends, research on how new services are developed remains fragmented and much less developed than for products (Drazin and Schoonhoven, 1996 ; Sundbo, 1997...

... to this knowledge gap, this paper reports part of the findings of a broader exploratory investigation into the service elimination process in the British financial services sector. In detail, the paper presents qualitative and quantitative empirical evidence on the way in which British financial institutions audit...

... Strategy Decision making Service industries Technology Financial services Finland In academic discussion (e.g. Heskett, 1986 ; Lehtinen, 1986 ; Lovelock, 1986 , 1988 ; Brown et al., 1994 ; Wikström and Normann, 1994) high‐touch has traditionally meant that human interaction...