.... In Spain, this has meant small regional banks merging with each other to form larger national banks. This involves a loss of their regional identity and a change in their positioning to date. It is interesting to understand the value to customers of the regional attribute when choosing a bank...

..., constant conflicts, political crises, and natural disasters have sensitized society to the urgent need to help these depressed areas. The objective of the present study is to examine the role Spain's savings banks play in international cooperation and development as a field that society and the general...

... of physical factors to positively influence the experiences of their customers (Aubert‐Gamet and Cova, 1999). Spain Retail banks Consumer behaviour In‐store layout Atmosphere Experiential marketing Store ambience © Emerald Group Publishing Limited 2012 The study of commercial...

... Limited 2010 Price Competitive strategy Demand Costs Loans Spain Marketing is concerned with activities conducted by managers who aim to satisfy consumer needs at a profit (Leeflang and Wittink, 2001). The impact of a firm's strategic marketing mix choices on profitability can...

... Publishing Limited 2009 Corporate image Financial institutions Commercial banks Consumer behaviour Customer satisfaction Spain In highly competitive sectors like banking, corporate image represents an asset which allows firms to differentiate and increase their success chances...

... the publication of the Annual Complaints Service Report by the Bank of Spain. Building on modern theory of financial markets and resource‐based theory, it aims to propose that the release of information about third‐party complaints negatively influences firms' stock returns. Design/methodology/approach...

... relationships Relationship marketing Customer relations Internet Banking Spain The development of communication and information technologies has encouraged the emergence of new communication channels that have enhanced the options available to businesses for building relationships with clients...

... recovery. © Emerald Group Publishing Limited 2007 Spain Banking Service levels Customer satisfaction Previous research has found that a successful recovery, that is, the successful actions a service provider takes in response to a service failure (Grönroos, 1988), could mean...

... delivery process. Hence, they report demographic differences (education and income levels) in the degree of customer satisfaction. Therefore, customer satisfaction with retail banking is composed of a wide variety of dimensions. Customer satisfaction Banking Relationship marketing Spain Three...

... factor. “Conventional” multinationals, on the other hand, use not only work but capital and technology in their production function. 3. 3 The sole capacity of banks is to act as financial middlemen. © MCB UP Limited 2001 Spain Financial services Banks Globalization Market entry...

... Competitiveness Marketing strategy Spain Strategic planning At present, the processes of competence and sustainable competitive advantage represent the essence of the literature on “strategic marketing”. In fact, reflections regarding the nature of strategy in marketing and its relation to strategic...

... needs. The role of the branch manager is crucial, and is also changing. In particular, managers are expected to take a lead in marketing activities. A questionnaire study was carried out to examine managers’ changing roles, using two samples of branch managers, one from Canada and one from Spain...

... discussed. It is concluded that the attempt to change the mentality, or culture, of front‐desk staff from that of “clerks” to that of“salespeople” is unnecessary. Rather, they should be thought of as “salesclerks”, and their culture should be client‐centred rather than sales‐centred. RETAIL BANKING IN SPAIN...