... Emerald Publishing Limited Licensed re-use rights only Relational benefits Scale development Banker stereotype Paternalistic Shark The literature about service industries acknowledges the importance of personal interactions in satisfying clients (Crosby and Stephens, 1987 ; Palmatier...

... and a well-structured questionnaire was designed. The validity of this scale was tested in accordance with the psychometric scale development procedure. Findings Contrary to some assertions in past literature, the results suggested service delivery and cost/price as among the most important determinants...

... Publishing Limited Licensed re-use rights only Scale development Consumer credit Indebtedness Financial well-being Financial preparedness for emergency A growing consensus among academic experts and policymakers is that finances are the ultimate measure of success for individuals’ overall...

... provider exist. Design/methodology/approach Both qualitative and quantitative methods were employed to develop and validate an alternative scale to measure CBCR in the banking industry. Following Churchill’s (1979) paradigm and other prominent scale development studies, a scale development procedure...

... and how to measure such value in the above context. Design/methodology/approach The scale development procedure comprised qualitative and quantitative approaches. A list of possible measurement items was compiled based on literature review and expert opinion through focus groups. Data were collected...