...Won-Moo Hur; Hyewon Park; Qurie Kim Purpose This research aims to examine the role of digital selling climate − an informal organizational influence − in promoting social selling and enhancing sales performance within the financial service sector. It also evaluates how formal sales control...

...Isaac Ofori-Okyere; Farag Edghiem Purpose Recent advances in technological transformation are gradually changing the way customers interact with financial services and conduct financial transactions. However, little is known about customers’ experiences with artificial intelligence ( AI )-enabled...

...Jasmin Bergeron Purpose The purpose of this study is to empirically examine and compare the effects of bankers’ customer knowledge and product knowledge on client satisfaction, trust, positive word of mouth and purchase intentions in the financial services industry. Design/methodology/approach...

... at: isaacoforiokyere@gmail.com 31 10 2021 14 02 2022 23 04 2022 15 06 2022 02 08 2022 02 08 2022 © Emerald Publishing Limited 2022 Emerald Publishing Limited Licensed re-use rights only FPS Service design Well-being Qualitative research Financial services...

... service Experimental design Customer engagement Financial services Frontline service employees Ethnic minorities Intercultural accommodation Discrimination Service involvement Acculturation As ethnic minority consumers continue to grow in size and purchasing power, the need to meet...

... contribute to service captivity in the alternative financial services (AFS) sector for consumers experiencing financial vulnerability. Design/methodology/approach A total of 31 interviews were undertaken with Australian consumers of payday loans and/or consumer leases. Findings The authors reveal...

...Taiwo O. Soetan; Emmanuel Mogaji; Nguyen Phong Nguyen Our overarching research goal is to better understand the financial services experience and consumption in Nigeria from the perspectives of both the customers and managers by considering the following two research questions: RQ1...

... intelligence-based self-service technologies. Financial services Experimental design Robo-advisor Trust Artificial intelligence This study aims to investigate the differences in consumers’ perceptions of trust, performance expectancy and intention to hire between human financial advisors...

... Romanian post-communist context. This study shows that financial well-being is significantly linked to both financial education and to a set of non-cognitive factors. This paper offers strategic insights on what financial services should communicate to consumers and how they should be communicated, achieve...

... Transformative Financial services Health services Figure 1. Proposed life course model of older consumer well-being According to the general life course conceptual model (Moschis, 2019a), the proposed conceptual model’s elements can be classified into three categories, namely: outcomes...

... interviews with financial services experts and 291 survey responses from financial advisors. Findings Operational and adaptive routines work through absorptive capacity to positively contribute to firm performance. The positive effects of adaptive routines are magnified under market governance...

...Juan Bustamante; Adriana Amaya Purpose This paper aims to examine the factors that affect financial services design of and their effect on the improvement of the unbanked customer well-being. Design/methodology/approach The authors use a path analysis to examine customer well-being integration...

...Stefan Koch; Duygu Inanc Purpose – This paper aims to report findings from an exploratory empirical study focusing on an application of mass customization in financial services. Based on the study of configurations and usage data, the authors evaluate a series of hypotheses relating...

...Young-A. Song; Hongmin Ahn; Yongjun Sung Purpose – This paper aims to examine whether culture impacts the execution of financial services advertising (FSA). Specifically, this study investigates how cultural values are reflected in FSA by comparing magazine ads in the USA and Korea. Design...

...Ho Taek Yi; Alan J. Dubinsky; Chae Un Lim Purpose The purpose of the article is to present and test a model regarding important factors that may help reduce unethical behavior (i.e. misselling) of salespeople in the financial services industry. Design/methodology/approach To test...

... multiple regression analysis was performed on data collected from 445 customers in a financial service setting to assess the influence of competence and benevolence, as well as their interactive effects on corporate image. Findings The results show a significant interaction between competence...

...Taejun (David) Lee; Wonjun Chung; Ronald E. Taylor Purpose This paper aims to investigate how the US financial services organizations (FSOs) provided marketing information and the way they strategically used various appeals through their advertising before and during the current financial crisis...

... service marketers of different strategic types use different success measures for the evaluation of new services. Using responses from 202 financial services marketers, strategic types are shown to relate in theoretically expected ways with the importance ratings of the categorized success measures...

... process included identification of items from focus groups with employees of a major Canadian financial services firm and the market orientation literature. A pretest with marketing practitioners and academics helped to purify and reduce the number of items. Finally, a sample of North American financial...

... This is the first exploratory study of pre‐purchase decision‐making which researches the triggers for buying complex financial services associated with saving for retirement. © Emerald Group Publishing Limited 2009 Consumer behaviour Financial services Gender Decision making Services marketing...