...Cong Zhao; Abu Hanifa Md. Noman Purpose This study aims to address the underexplored area of negative customer experience (CX) in the banking industry by investigating the antecedents and consequences of negative CX, specifically focusing on the under-examined role of price and competitors...

... bank loyalty. Design/methodology/approach A survey was conducted with 258 consumers who had held a bank account for at least six months to test the proposed model and achieve the research objectives. It was hypothesized that satisfaction, service quality and trust would positively influence bank...

...Christine Mening Ngau; Andreas H. Zins; Dhanuskodi Rengasamy Purpose The digital transformation in the banking industry has brought about complexity and competitiveness which has made differentiation challenging for banks. Complemented by consumer empowerment through high accessibility...

...Cong Zhao; Abu Hanifa Md. Noman; Mohammad Kabir Hassan Purpose Banks' service failures are a major determinant of bank customers' switching behavior, which ultimately affects the profitability and stability of banks. Guided by the expectancy violation theory (EVT), this study aims to examine...

...Cong Zhao; Abu Hanifa Md. Noman; Kaveh Asiaei Purpose The development and maintenance of a long-term relationship with customers are essential for banks to bolster their profits and thrive in a competitive environment. This study aims to explore the key factors that influence individuals' bank...

...Mohd Haniff Zainuldin; Tze Kiat Lui Purpose This study bibliometrically describes and depicts the intellectual structure and knowledge progress of CSR studies in the banking industry. Design/methodology/approach Bibliometric analysis is used to quantitatively examine the bibliographic data...

...Kent Eriksson; Cecilia Hermansson; Sara Jonsson Purpose This paper investigates the viability of the relationship-oriented business model. Specifically, it examines the effects of bank customers' satisfaction, loyalty, and trust in bank advisors on two client-level performance measures; client...

...Mónika Anetta Alt; Zsuzsa Săplăcan; József Berács Purpose The purpose of this paper is to create a managerial framework for selecting the most effective bank advertisement appeal for different financial services. Financial services were classified based on the FCB grid: high/low involvement...

... that the authors study how customers’ subjective perception of relational exchange appears in objectively defined transactional and relational exchange forms. The authors study one bank’s customers, and, based on objective bank records, the authors identify segments that behave as transactional and relational...

...Olof Wahlberg; Peter Öhman; Christer Strandberg Purpose The purpose of this paper is to explore mass affluent customer perceptions of the service quality delivered by personal advisors and banks, and the contributions of personal advisors and banks to customer satisfaction; and also to analyse...

...Omar S. Itani; Aniefre Eddie Inyang Purpose – The purpose of this paper is to examine the relations between salespeople’s empathy and listening behaviour and the relationship quality (RQ) customers have with their banks, taking into consideration the moderating effect of felt stress (FS...