...Mercedez Hinchcliff; Elias Kyriazis; Grace McCarthy; Michael Mehmet Purpose The study aims to develop a holistic model identifying the constructs that impact customer loyalty in retail banking and introduce product type as a moderating variable to the model. Design/methodology/approach...

... of the metaverse on the banking sector is no exception. In view of this, the current paper aims to provide valuable insights into four key areas (i.e. corporate banking, retail banking, banking employees and public policy) that the metaverse could significantly disrupt. Design/methodology/approach Insights...

...Faheem Gul Gilal; Naeem Gul Gilal; Rukhsana Gul Gilal; Zhiyong Yang Purpose The goal of this paper is twofold: (1) to investigate how relatedness-supportive corporate social responsibility (CSR) initiatives influence brand happiness among retail bank customers through a mediating mechanism...

...Anwar Sadat Shimul; Anisur R. Faroque; Isaac Cheah Purpose This research aims to examine the role of consumers' brand trust and attachment on advocacy intention before and after the occurrence of brand misconduct in retail banking. In addition, the influence of brand attachment on consumers...

... Publishing Limited Licensed re-use rights only Brand knowledge dissemination Organizational identification Employee identification Brand citizenship behavior Retail banking The banking industry has undergone multiple changes in the past decade. Bank employees suffered the effects...

..., gender, education and family income in the retail banking industry. Design/methodology/approach A total of 500 responses of retail banking customers were used to test the model using the partial least squares structural equation modeling approach. Advanced statistical techniques, such as importance...

... the following hypotheses: Engagement Retail banking Multichannel In the last decade, the retail banking industry has faced important changes. Innovations based on information technology, the threat of new entrants from the computing industry, customers who are more and more technologically...

...) and their relationships with the dependent variable, i.e. saving behavior. Section 3 describes the data, a combination of objective data from bank register and subjective survey data using a large sample of bank customers from a Swedish retail bank. In addition, the methodology of SEM is described. Section 4...

...Charles Blankson; Seth Ketron; Joseph Darmoe Purpose The purpose of this paper is to investigate employment of positioning strategies in the retail bank sector of Sub-Saharan Africa, specifically using Ghana as the study context. In addition, it explores the applicability of western-based typology...

...Juhaida Abu Bakar; Michael Daniel Clemes; Kathryn Bicknell Purpose The purpose of this paper is to develop and test a comprehensive hierarchical model of behavioural intentions in the Malaysian retail banking industry. Design/methodology/approach The data were analysed using EFA, CFA...

... perceptions directly and positively affect PSQ. © Emerald Group Publishing Limited 2015 Pakistan Trust Loyalty Repurchase Retail banking Corporate social responsibility Word of mouth Perceived service quality Developing economy First, previous scholars who have studied the role...

...Koushiki Choudhury Purpose – The purpose of this paper is to explore the influence of the dimensions of service quality on customers’ word-of-mouth (WOM) in the context of the retail banking industry. Design/methodology/approach – A modified SERVQUAL instrument was used to capture customers...

... discussions of retail banking in 18 online communities were collected and analysed. Findings – The study uncovered four factors of invisible bank service value experienced by customers: shared moral value, responsibility value, relationship value, and heritage value. Research limitations...

...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...

...Tanya Gibbs; Nicholas J. Ashill Purpose This study aims to empirically test a model of affective and behavioural job outcomes grounded in Bagozzi's reformulation of attitude theory in the novel context of a retail bank in Russia. Design/methodology/approach Frontline employees (FLEs) completed...

... but multidimensional and multifaceted model of consumer's trustworthiness beliefs, trust and loyalty intentions. Retail banking services in India provide the setting for the study. The analysis was conducted using structural equation modeling. Findings The results support a multidimensional and multifaceted model...

...Arvid O.I. Hoffmann; Heiner Franken; Thijs L.J. Broekhuizen Purpose The paper aims to identify which factors determine (German) retail banking customers' intention to adopt a new remuneration system for financial advice. The new system is a pay‐per‐use advisory model that supersedes existing...

... in the context of retail bank markets. In total there were 210 participants in the survey (all equally divided between the three cities). Findings German and Polish respondents mostly rejected co‐determination and favored top‐down management. Germans seem to make trust and loyalty a major factor...