...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...

... use of m-wallets varies among people for several reasons. This study used the technology continuation theory (TCT), gamification and trust factors to examine the variables affecting consumers' intentions to continue using mobile wallets. Design/methodology/approach The SmartPLS partial least...

...Arturo Molina-Collado; Jessica Salgado-Sequeiros; Mar Gómez-Rico; Evangelina Aranda García; Peter De Maeyer Purpose The paper aims to identify the major research themes in consumer financial services between 2000 and 2020, their relative magnitude and interrelationship, to identify which themes...

... loyalty). Marta Estrada-Guillén can be contacted at: estrada@emp.uji.es 20 04 2018 12 06 2018 24 07 2018 © Emerald Publishing Limited 2019 Emerald Publishing Limited Licensed re-use rights only Consumer marketing Customer service Consumers Can a banking...

...Christopher E.C. Gan; David A. Cohen; Baiding Hu; Minh Chau Tran; Weikang Dong; Annie Wang Purpose The purpose of this paper is to investigate the impact that several of these factors have on a consumer’s decision to hold a credit card, as well as those involved in determining the level of credit...

...Sally McKecnie; Adèle Gritten Purpose A paradigm shift in consumer confidence has taken place with the worst recession on record forcing people to evaluate their personal and household finances. This paper seeks to explore the extent to which consumer confidence has been tarnished, and how it has...

... of consumer responses to double deviations. Even when it is not possible to respond to customer complaints the first time, firms can learn from double deviations. Furthermore, new market entrants and competitors who want to capture consumer switchers should recognise what happened and try to avoid making...

... to investigate the relationship. This study aims to contribute to this field by looking simultaneously at the roles of trust and perceived risk on consumers' IBS usage intention. Design/methodology/approach An integrated model explaining the interrelationships between trust, perceived risk and usage...

... to be the least important factor in Ghanaian bank consumers' decision to open and maintain a bank account in Ghana. The findings were strange to the extent that word‐of‐mouth marketing has been lauded as one of the most potent marketing communications tools in services marketing but the empirical findings from...

...Joaquín Aldás‐Manzano; Carlos Lassala‐Navarré; Carla Ruiz‐Mafé; Silvia Sanz‐Blas Purpose The purpose of this paper is to analyse how consumer innovativeness can be used as a variable to positively influence internet banking adoption both directly and reducing consumer perceived risk. Design...

... to ensure that, at all times, the discounts they offer, the promotions they arrange and their loyalty schemes are superior to those offered by competitors. By meeting these aims, higher numbers of consumers, who are multiple cardholders, are likely to use their card as a main card, thereby generating more...

...Karin Braunsberger; Laurie A. Lucas; Dave Roach Purpose In the USA, the Federal Reserve Board (FRB) has adopted a final rule amending the Truth in Lending Act's Regulation Z, effective October 1, 2001. The present study aims to use the elaboration likelihood model to explore how consumers might...

... theory to the current nature of interaction between consumers and their financial services providers. In an age of increased depersonalisation and automation impacting upon financial service quality and delivery, the paper questions the relevance of the “relationship” concept and proposes the notion...

...Serkan Akinci; Şafak Aksoy; Eda Atilgan This descriptive study was conducted to develop an understanding of consumers' attitudes and adoption of Internet banking among sophisticated consumers. Based on a random sample of academicians, demographic, attitudinal, and behavioral characteristics...

... in financial services consumer behaviour. Reports the results of a qualitative study which attempts to offer a more detailed explanation of financial services consumer behaviour. Investigates consumer‐perceived knowledge, confidence and level of involvement in dealing with financial services, and analyses...

...Nicholas Alexander; John Howells; James Hine Considers marketing information and channel relationship issues raised by the commercialization of EFTPoS systems. Discusses the role and experience of the retailer, banker and consumer, and their evolving relationship in the context of electronic...

...Kenneth A. Grossberg As Japan′s domestic banking industry deregulates it is forced to confront marketing issues which it never had to deal with under the hothouse conditions that prevailed as recently as five years ago. Citibank, the American consumer banking giant, provided the initial stimulus...

... of the forecasts made in the articles have become a reality in the marketplace. This monograph begins with a description of changes over the last decade: the introduction of the marketing function into banks, consumer responses, new competitors, technological developments, and the impact of Government. Marketing...

... to help explain the variance in home banking penetration levels in France, the UK and the US. Banking Computer Technology Consumers France United Kingdom USA The Effect of Technology In-home Selection on Consumer Adoption Computerised Banking of In-home Computerised 31 Banking by Philip...