.... 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...

... (Gardener et al., 1999). However, in Spain, many customers do not offer positive recommendations for their banks. This lack of positive feedback may be motivated by client dissatisfaction with the experiences that are provided by these entities. This argument must be considered in view...

... in its price. © Emerald Group Publishing 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...

... institutions Commercial banks Consumer behaviour Customer satisfaction Spain Although several definitions and perspectives are found in literature, corporate image is often understood as “the image an audience has of an organisation through the accumulation of received messages” (Fombrun, 1996...

... 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...

... few theoretical and empirical studies. Jaume Gené Albesa can be contacted at: jaume.gene@urv.net © Emerald Group Publishing Limited 2007 Channel relationships Relationship marketing Customer relations Internet Banking Spain In terms of consumer behaviour, two types...

... ; Homans, 1974). In a service recovery context, the distributive component of perceived justice is the one that measures the perceived outcome of the firm's recovery effort. Therefore, we propose that: Spain Banking Service levels Customer satisfaction Previous research has found...

.... © Emerald Group Publishing Limited 2007 Customer satisfaction Banking Relationship marketing Spain Overall consumer satisfaction thus reveals the general evaluation of the actions carried out by a given business in relation to expectations accumulated after various contact between...

...). Spain Financial services Banks Globalization Market entry Recent decades have seen considerable growth of the services sector in the economies of both industrialised and developing countries. This growth has been accompanied by the expansion of international capital flows originating...

... a relative intra‐industrial instability, and a significant change in the number and strategy of the identified groups with the passing of time. © MCB UP Limited 1999 Banking Competitiveness Marketing strategy Spain Strategic planning At present, the processes of competence...

... 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...

... 1993 Banking Customer service Skills Spain RETAIL BANKING IN SPAIN 11 Theradicaltransformation in retail banking has changed the industry's main focus from production to delivery/sales. Retail Banking in Spain: Recent Changes and Their Effect on the Content and Culture of Front-desk Jobs...