...Cristina Calvo-Porral; Jean-Pierre Lévy-Mangin Purpose Emotional and affective responses are experienced during service use that determine customer behavior; and for this reason, bank services require an better understanding of the emotions customers feel in service experiences. This research aims...

...Sangeeta Arora; Harpreet Kaur Purpose The purpose of this paper is to develop, measure and empirically validate a scale that captures the full dimensionality of selection attributes considered by customers when choosing a bank. Design/methodology/approach Focus group interviews were conducted...

...Belén Ruiz; Juan A. García Purpose The purpose of this paper is to explore the moderating role of culture in terms of uncertainty avoidance in the antecedents of customer-based bank reputation in two countries with different cultural patterns. Design/methodology/approach This study was carried...

... contains items for three different measures of overall BSQ perceptions. The researchers mailed surveys to a random sample of 2,000 banking customers in Jordan. Responses to questionnaire items measuring respondents’ BSQ perceptions were analysed using one-way analysis of variance with Tukey’s honest...

...Andrea Pérez; Ignacio Rodríguez del Bosque Purpose The purpose of this paper is to explore the moderating role of six personal traits in a causal model to study how customers’ perceptions of corporate social responsibility (CSR) influence their affective and behavioural responses to companies...

...Andrea Pérez; Ignacio Rodríguez del Bosque Purpose – Based on the principles of the stakeholder management theory, the purpose of this paper is to explore customers’ multidimensional perceptions of both banking companies and the corporate social responsibility (CSR) orientations...

...Eduardo Soares Parente; Francisco José Costa; Aurio Lucio Leocádio Purpose – The purpose of this paper is to develop a scale for measuring the construct perceived value, as evaluated by customers of retail banks. Design/methodology/approach – The procedures involved an analysis...

...Dr Kristina Heinonen; Kristina Heinonen Purpose – The purpose of this paper is to describe and conceptualize customer relationships in the financial service sector, focussing on three aspects of customer-bank relationships: the financial service provider perspective, the customer-provider dyad...

...Andrea Pérez; Ignacio Rodríguez del Bosque Purpose – The purpose of this paper is to examine customer corporate social responsibility (CSR) expectations in the crisis context of the Spanish banking industry. The paper also takes into consideration the role that corporate governance structure...

...Ilkka Lähteenmäki; Satu Nätti Purpose Improving capability to generate value for customers is seen as a way to create a new competitive edge, but developing the related organisational capabilities involves facing several obstacles that stem from the producer‐orientation of the retail‐banking...

...Steve Worthington; James Devlin Purpose There has been limited research into financial services customers’ perceptions of how fairly they are treated by financial services providers. Fairness as a concept has its theoretical roots in the theory of justice and equity and has been conceptualised...

...Joseph Coughlan; Estelle Shale; Robert Dyson Purpose The purpose of this paper is to illustrate the effect of including the customer as a resource in efficiency measurement. Variations in counting the customer illustrate the different impacts on efficiency between a transactional and a relational...

...Loïc Plé Purpose The purpose of this research is to explore the combining of marketing and organizational literature. This paper seeks to evaluate the relationships between multichannel coordination and customer participation, as seen through the lens of potential customer opportunism. It aims...

... to the banking services sector. Design/methodology/approach A total of 200 customers of financial entities were surveyed, and structural equations models were used to verify the reliability and validity of the scale of perceived value. Findings Perceived value is found to be a multidimensional construct...

... sets of variables were used to profile market segments. Findings Study results indicate that there are substantial differences between customers of local and national US banks in their evaluation of the relative importance of bank service charges and overall confidence in the bank. Compared...

...Peggy Athanassopoulou; Axel Johne New service development (NSD) is an imperative to suppliers in today's highly competitive banking markets. Communication during the NSD process is important if the needs of customers are to be met functionally as well as economically. The results presented...

...Zeph Yun Chang; Joanne Chan; Siew Leng Leck In general, customers expect banks to provide the basic banking services. They also expect different levels of services to maximize the value they can derive from the banks. Hence, customers evaluate competing offers in terms of the totality...

... by delivering a wide range of relatively complicated financial products traditionally associated with financial institutions without comprehensive branch networks. These objectives are facilitated by a questionnaire which examines the attitude and behaviour of customers towards financial products. These costs...

... this shortcoming, benefit segmentation by factor analysis has been used for the first time to group building society customers in relation to their particular attitudes and behaviour. Identifies eight benefits (listed in order of their popularity): personal service, investment, limited banking, accessible cash...

...R.L. Galloway; R.F. Blanchard Quality is seen as a key strategic differentiator within the financial services sector, with most major players undertaking some form of quality initiative. Discusses work undertaken within TSB Bank plc to determine retail customer perceptions of those factors which...