... bank brands provide input for the empirical research. In total, 1,037 respondents completed an online questionnaire with items pertaining to VC, affective commitment, preference for consistency (PFC), switching costs (SC) and demographics. Findings The positive impact of VC on affective commitment...

...Mohammad Al‐Hawari; Tony Ward; Leonce Newby Purpose The main purpose of this paper is to highlight the significance of service quality factors on customer retention within the Australian traditional and automated banking contexts. Design/methodology/approach The relative importance...

... is a rare event, which makes its measurement difficult, since the “treatment group” sample size is usually too small to produce significant results. For that reason, the existence of the service recovery paradox in a banking context with more than 11,000 customer interviews based on actual customer...

...E. Grifell‐Tatjé; P. Marques‐Gou Purpose The purpose of this paper is to propose a new approach for gauging the performance of the operating units of a retail banking organisation, responding to the special demands of an internal evaluation. Design/methodology/approach The paper defines...

...Levent Altinay; Angela Roper; Rehan ul‐Haq; Barry Howcroft Purpose The purpose of the paper is to explain how and why strategic alliances, in the form of clubs and consortiums, played an important role in the internationalisation of banks. Design/methodology/approach A longitudinal analysis...

... could be defined in the following way (Iniesta, 2000 , p. 179): © Emerald Group Publishing Limited 2004 Customer relations Banking Mathematical modelling The development and maintenance of continuous relationships with clients depends on a number of variables, such as trust...

..., without limiting their individual abilities to be creative in support of corporate goals. This paper reports on research undertaken to prove the applicability of GPM to a business environment. The case studies focused on over‐the‐counter (OTC) banking services. The use of game‐play tactics (SBM...

...Kaisa Snellman; Tiina Vihtkari Compares complaining behaviour in traditional and technology‐based service encounters. Drawing on 160 negative critical incidents within Finnish retail banking, shows that, contradictory to common predictions, there are no significant differences in the complaining...

...Jørn Flohr Nielsen Internet banking is now such a well‐established fact in the most developed countries that it is possible to map its actual role in customer relations. Inspired by the resource‐based view of the firm and based on a recent empirical study in the banking industry in Denmark, Finland...

...Abdullah H. Aldlaigan; Francis A. Buttle We describe the development of a new scale designed to measure service quality perceptions of retail bank customers. Empirical studies were performed in two waves. First, qualitative research was undertaken in the form of seven focus groups and 39 one‐to‐one...

...Paulo J. Gomes; Larry C. Meile The paper proposes that improvements in the productivity of process technology can be achieved by analyzing and instituting changes in the rules and methods through which work is organized. The implementation of information‐based process technology in a bank’s check...

...Mark Colgate; Melissa Norris Much attention has been paid recently to the concept of service failure. In light of this, the paper develops a model of the potential outcomes from service failure. Results are utilised from interviews with business banking customers who have recently encountered...

... operations. A total of 12 UK‐based call centres from one retail bank were studied to investigate how they managed forecasting, capacity management and scheduling tasks. Provides evidence of the difficulties associated with capacity management in call centres. Regression modelling is used to link forecasting...

... and implemented within a professional business‐to‐business service industry (commercial banking). External effectiveness is a measure of business performance reflecting the client’s judgement of satisfaction, service quality, future purchase intentions and willingness to recommend the service firm to others...

...Tser‐Yieth Chen; Tsai‐Lien Yeh The main contribution of this paper is empirical in nature. We use data envelopment analysis to evaluate the relative efficiency of 34 commercial banks in Taiwan. Fifteen banks are identified as efficient ones and they are divided into four sub‐groups. Conversely, 19...

... of the strength of the bank‐client relationship, as measured by relational norms, and the client’s intention to continue to purchase financial services and to purchase new financial services, willingness to recommend both the account manager and the bank to business colleagues and, assessment of satisfaction...

... of the risk that even satisfied customers terminate a business relationship and switch to competitors. © MCB UP Limited 1997 Banking Customer loyalty Customer satisfaction For years there has been no doubt concerning the importance of customer satisfaction as the ultimate goal of service...

... retail bank, involving the completion of a questionnaire by 268 branch staff in 48 bank branches. The research found no evidence to suggest that corporate values and attitudes are shared by all of the service personnel in an organization. Instead there is a mix of company‐wide consensus on some issues...

..., within which an organization is embedded. Using the Canadian banking industry as an exemplar of a highly institutionalized financial services industry, demonstrates the utility of institutional theory in understanding the origins, nature and dynamics of powerful institutional pressures of conformity...

... that are predominantly satisfiers and others that are predominantly dissatisfiers. The analysis is based on 579 anecdotes, from personal account customers of a major UK bank, collected using the critical incident technique. The study′s main findings are that the predominantly satisfying determinants are attentiveness...