... of the results. Design/methodology/approach The Financial Services Research Forum (FSRF) in the United Kingdom (UK) has used constructs derived from theory to devise a benchmark measure: the Fairness Index. The index can be used to analyse trends through time and differences between sectors in the financial...

... affordable. Islamic finance Islamic mortgage Marketing Marketing strategy United Kingdom Islam Finance The largest volume of Islamic financing business carried out in the UK at present originates in Muslim countries, largely the Gulf. However there is a large potential domestic market...

... at: r.kottasz@londonmet.ac.uk © Emerald Group Publishing Limited 2012 Banking industry Global financial crisis Attitude formation Collective image Reputation management Banking Banks Finance Attitudes United Kingdom Individuals want to know about certain business issues and often...

... segmentation Technology acceptance Internet banking Consumer behaviour United Kingdom Internet banking (IB), ATMs, telephone banking, electronic retailing, and scanning purchases in supermarkets are some of the most popular form of self‐service technology (SST) among customers. However, even when...

... Group Publishing Limited 2010 Resource efficiency Relationship marketing Banks Data analysis Customers United Kingdom Resources in retail banking are used to support efforts in both transactional and relational marketing at the level of the bank but also at branch level. It is less...

... to management in the context of retail bank markets in a border region is dominant. Bernardo Bátiz‐Lazo can be contacted at: b.batiz‐lazo@le.ac.uk © Emerald Group Publishing Limited 2008 Banking Corporate governance United Kingdom Poland Germany retail banking This article deals...

... incoming queries. This has proved effective in the short‐term, but will prove inadequate if volumes rise. Banks Banking Service charges United Kingdom Document management In February 2007, the Office of Fair Trading (OFT) stated that: The Competition Commission's (CC's) remedies...

.... United Kingdom Problem solving Financial services Paraskevas C. Argouslidis can be contacted at:pargousl@aueb.gr © Emerald Group Publishing Limited 2007 The remainder of the paper is organised as follows. First, we present the reasons why we conducted the study in the UK financial...

... Emerald Group Publishing Limited 2007 Internet Banking Turkey United Kingdom Developments in technology are changing dramatically the way retail banks conduct their business and over the last decade, the pace of change has accelerated due to the introduction of the internet...

... three reasons to maximise recommendation © Emerald Group Publishing Limited 2007 Customer satisfaction Customer loyalty Financial services Banking Banks United Kingdom The UK has a diverse and competitive banking sector with both specialist and non‐bank providers offering...

... for completeness.H3. There is a negative association between smoking and the probability of being covered by PMI. Andrew J. Taylor can be contacted at: andrew.taylor@whpct.nhs.uk © Emerald Group Publishing Limited 2006 United Kingdom Medical insurance Econometrics In the highly...

... Publishing Limited 2006 Internal marketing Bureaucracy United Kingdom Banks Many service organisations are attempting to implement the concept of internal marketing. In doing so, organisations have to take cognisance of the need to empower employees in order to put such an idea...

... segmentation United Kingdom Across the developed world, demographic changes – particularly increasing lifespan and falling birth rates – are resulting in an increase in the proportion of the population which has retired from the workplace. The question of how this retirement should be funded...

... experience. It also allows service providers to consider the changing needs and wants of customers’ in the financial sector. Banking Financial services Service delivery Electronic commerce Consumer behaviour United Kingdom The financial services industry is global in scale and quite diverse...

... between people and organisations. We draw on these “parent” disciplines to develop our conceptualization and operational measures of customer‐bank attachment. Researchers have focused on: Service industries Customer relations Banking United Kingdom Recent evidence shows that consumers may...

.... Originality/value The first major empirical study of generic identity and, as such, the first empirical study of industry identity within the financial services sector. © Emerald Group Publishing Limited 2005 Corporate identity Building societies United Kingdom The existence of a strong...

... on the development of financial products. Banking United Kingdom Regulation Product development Market orientation The European financial services industry has undergone substantial change over the last two decades. The driving forces have been the development of the European Union (EU) Single...

... substantive base or rationale insofar as employees are concerned. © Emerald Group Publishing Limited 2004 Internal marketing Banks United Kingdom Internal marketing as a term evolves from the notion that employees constitute an internal market within the organisation. This market needs...

... of contract terms, errors and compensation, and security. Banking Relationship marketing Regulation United Kingdom It has long been recognised that government policy receives little attention from marketing academics and practitioners (Czinkota, 2000). Consequently, marketing academics only...

... releases resources for other product management activities to be undertaken. © Emerald Group Publishing Limited 2004 Financial services Banking United Kingdom Product elimination Managing all aspects of a product's life is increasingly seen as a vital tool in enabling organisations...