... guidelines for banks to choose a suitable marketing strategy that could enhance the customers’ adoption of telebanking. Consumer behaviour Jordan Behaviour Telephone banking Telephone/interactive voice response (IVR) system are among the most common types of self-service technologies...

... insights for the financial services sector in seeking integrated mobile CRM strategies, or “next call avoidance” strategies. Originality/value The paper reports findings from a controlled experiment with 116 participants that was based on extension of an existing IVR telephone banking service...

... 2011 Trust Market segmentation Internet Banking Telephone banking Surprisingly, despite this well‐established link between trust and behavior towards a service provider, trust has not been tested as a segmentation variable. However, since the level of consumers' trust in a company...

...Wendy W.N. Wan; Chung‐Leung Luk; Cheris W.C. Chow Purpose The study sought to investigate factors that influenced Hong Kong bank customers’ adoption of four major banking channels, i.e. branch banking, ATM, telephone banking, and internet banking. Specifically, it aimed to focus on the influences...