...Nina Krey; Gaia Rancati; Jasmine Parajuli; Rajesh V. Srivastava Purpose This study examines the relationship between artificial intelligence (AI) and bias in banking and financial services. It identifies key themes and research patterns by analyzing publication trends, citations and author...

...Øystein Bortne; Kolbjørn Kallesten Brønnick; Jone Bjornestad; Mads Nordmo Arnestad; Tore Tjora Purpose An increasingly digitized banking market needs agentic consumers. Although many customers intend to switch banks, annual churn rates are considered low by policymakers. A possible explanation...

...José-de-Jesús Rocha-Salazar; Jatinder-Jit Singh; María-Jesús Segovia-Vargas Purpose Customer experience (CX) is a key driver of cost efficiency, revenue growth, and competitive advantage in the banking industry. From a service-dominant logic and relationship marketing perspective, experience...

... in banking, particularly in peer-to-peer markets for tokenized assets where NFT-driven attachment influences pricing and trust dynamics. Originality/value This is the first study to (1) pinpoint NFTs’ post–purchase valuation effects, (2) identify attachment as the mechanism and (3) reveal implicit...

... to utilise AI-powered chatbots in the Saudi banking sector. Design/methodology/approach A comprehensive model was formulated by integrating the Unified Theory of Acceptance and Use of Technology (UTAUT) with personal characteristics and AI-related variables, examining their direct effects on behavioural...

...Estelle van Tonder Purpose Bank customers generally perform a variety of roles during service encounters. They partake in the delivery of the services they acquire and assist other customers in making important financial purchase decisions. Customers offering help may also be guided by other...

...Marybeth Rouse; Bernardo Bátiz-Lazo; Santiago Carbó-Valverde Purpose This longitudinal study explores how socio-demographic factors, including ethnicity and Living Standards Measures (LSM), alongside trust in banks, influence mobile banking adoption in South Africa. Design/methodology/approach...

...David Thorpe; Justin Cohen; Arry Tanusondjaja; Larry Lockshin Purpose Banks provide multiple channels for customers to use, but little is known about how these channels grow or share customers. This study investigates this by testing patterns known to empirically describe brand competition—Double...

...Meral Ahu Karageyim; Serdar S. Durmusoglu Purpose This exploratory research, designed with a grounded theory method, was conducted to reveal the current relationship marketing challenges and strategies in retail banking in an emerging economy, namely, Türkiye. Design/methodology/approach...

...Estelle van Tonder; Stephen Graham Saunders Purpose This study aims to broaden understanding of customer helping behaviour in the banking environment and provide strategic direction for much-needed further research regarding its role and management within the customer service journey. Design...

...Alessandro Carretta; Doriana Cucinelli; Lucrezia Fattobene; Lucia Leonelli; Paola Schwizer Purpose This study aims to investigate the drivers of bank automation system performance expectancy compared to that of bank employees. The purpose is to shed light on the role played by consumers' cognitive...

...Trang Thu Nguyen; Ha Diep Nguyen; Huyen Thi Thu Nguyen Purpose We study how capital requirements, intended as a measure to ensure security for the financial system, can create moral hazard for banks in dealing with distressed debts. Design/methodology/approach Over the period spanning from...

...Mahendra Reddy Purpose This study examines how the introduction of mobile money transfers, while making it efficient and convenient to access funds, has affected rural households’ savings behavior and the banking sector. Design/methodology/approach This study utilizes Fiji’s most recent...

... at: luciene.eberle@gmail.com 13 06 2022 11 12 2022 07 05 2023 16 06 2023 © Emerald Publishing Limited 2023 Emerald Publishing Limited Licensed re-use rights only Trust Financial services Banking Bank sector Meta-analysis Trust is one of the most important constructs...

... FinTech operation in a developing country differs from that in developed countries with better technological infrastructure and institutional acceptance. This study recognises that basic banking operations through FinTech are still not well adopted, necessitating the need to be more open-minded about...

... in influencing the access. Design/methodology/approach The authors adopt a spatial approach in developing a metric of financial access. In particular, they measure the distance of each unbanked village in India to the nearest banked-centre from 1951 to 2019. The authors use this measure to conduct two...

...Samer Elhajjar Purpose The purpose of this research is to investigate the concept of revenge against banks. Design/methodology/approach Structural equation modeling was used to test hypotheses based on collected survey data. A total of 625 questionnaires were collected from Lebanese customers...

...Gavin Northey; Vanessa Hunter; Rory Mulcahy; Kelly Choong; Michael Mehmet Purpose This research set out to examine how financial advice provided by a human advisor (vs robo-advisor) influences investment intentions in a retail banking context. Design/methodology/approach In two experiments...

..., as well as highlighting key stakeholders and their collaborative efforts in providing financial services. Design/methodology/approach Exploratory, inductive research design. The data was gathered through semi-structured interviews with 47 bank managers in both developed and developing countries...

...Hau Nguyen Le; Tram-Anh Ngoc Pham; Thuy Ngoc Pham Purpose This study aims to address two relatively unexplored issues in banking service literature. The first relates to the impact of co-creation behaviors of frontline employees (FLEs) on their well-being. The second is the impact of FLEs...