... This study examines the impact of social media activities on consumers’ willingness to pay a premium price (WTPp) in the banking industry, and investigates the role of consumer-brand identification (CBI) on this relationship. For the first time, the effect of electronic word-of-mouth (eWOM) is considered...

... impact in the context of the Indian banking industry. Design/methodology/approach – The behavioral dimensions of the construct are confirmed in a manner consistent with established market orientation (external) construct. The paper validates scale pertaining to the wants and needs of bank employees...

... for banking services, 153 individuals completed questions for hairdresser/barber services, and 132 completed questions for cell phone services. The hypotheses were tested using partial least square analysis. Findings – The results provide evidence for the nomological validity of the NPI question; albeit...

... for services marketing scholars and practitioners, but there are limitations because not all types of financial institutions are evaluated. Practical implications – The practical implications of this work are profound given that transnational operations of most retail banks. Understanding trust...

... such an interactive effect. This study aims to provide empirical evidence on how interaction effects between relational bonds can act as buffers in developing customer relationships. Design/methodology/approach In the first stage, this study classifies financial services offered by retail banks into search...

.... This study examines the nature of this association in retail banking, an issue that has not been tested empirically. Design/methodology/approach A survey study examined bank customers' attitudes, perceptions, and behavior. Bivariate and multivariate testing was applied to develop two loyalty models: one...

...Sergios Dimitriadis Purpose This paper aims to explore benefits customers expect from a long‐term relationship with their bank and the costs associated with such a relationship; it further tests these relational benefits and costs as segmentation variables. Design/methodology/approach...

... banking sector in Bangkok, Thailand. Design/methodology/approach The study is quantitative in nature using the responses of 275 bank customers who answered a survey questionnaire. Data analysis was performed using partial least squares (PLS), a variance‐based structural equation modeling method...

... related theories on motivation to understand the basic psychological mechanisms involved, and to propose a set of hypotheses on determinants of core value behavior. Design/methodology/approach In order to test the proposed model, a survey was conducted among employees in a Scandinavian bank...

... and eventually to sales performance. Design/methodology/approach Branches of a major retail bank in New Zealand serve as the study setting. Data pertaining to management commitment/concern and service climate were collected using an intranet survey distributed to the branch employees, and customer...

... Risk management Internet Banking An executive summary for managers and executive readers can be found at the end of this article. The decision to make online purchases and perform online service transactions includes an assessment of the risks involved. The array of risks, however, varies...

...Jonathan Lee; Maureen Morrin; Janghyuk Lee Purpose Service organizations such as retail banks are attempting to increase their customers' lifetime value through the introduction of service innovations such as integrated banking. To date, these efforts have met with mixed success. This research...

...Vanessa Gail Perry Purpose – The purpose of this paper is to show that having a bank account is an important precursor to participating in the US financial mainstream. However, about 24 percent of Hispanic households in the USA are unbanked. This study seeks to examine whether the use of banks...

...Barry Howcroft; Robert Hamilton; Paul Hewer Purpose The purpose of the paper is to examine bank customer involvement and the importance of risk when contemplating the purchase of financial products. Design/methodology/approach The paper is a discussion of the literature on customer involvement...

... Financial services Trust Banking Business‐to‐business marketing An executive summary for managers and executive readers can be found at the end of this issue. Trust in services business markets is an important and under‐researched variable, because trust underpins the experience...

...Stephen Graham Saunders; Mike Bendixen; Russell Abratt Purpose The purpose of this paper is to provide an understanding of the banking needs of urban informal poor consumers in South Africa. These consumers find it difficult to obtain access to banking products. Design/methodology/approach...

...Philip Gerrard; J. Barton Cunningham; James F. Devlin Purpose This paper illustrates why consumers are resistant to using internet banking. Design/methodology/approach A survey was used to acquire data from 127 consumers who were not internet bank users. Findings Using a content analysis...

... between service orientation as a strategic choice and organizational performance, and measure service orientation utilizing a multi‐informant approach. Findings The data indicated that organizational service orientation in banking is positively correlated with employee commitment, longevity...

... used in the banking industry. One of these technologies (ATMs) has been available for many years and is widely adopted, another technology (bank by phone) has been available for many years but has not been widely adopted, and the third technology (online banking) is relatively new to the marketplace...

...Lianxi Zhou This study examines specific dimensions of the performance‐only measurement of service quality (SERVPERF) as determinants of consumer satisfaction and subsequent behavioral intentions associated with banking services in mainland China. Empirical support for the predictive ability...