...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...

... to explain why the effect of target marketing is not homogenous by expanding the research on intercultural accommodations toward a new context considering service involvement levels among varied minority consumer groups. Customer service Experimental design Customer engagement Financial services...

... 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...

... the financial services experience and consumption in Nigeria from the perspectives of both the customers and managers. This study aims to explore this under-researched area and contribute towards a transformative financial service in the country. Semi-structured interviews with 26 bank customers...

... intelligence-based self-service technologies. Financial services Experimental design Robo-advisor Trust Artificial intelligence Despite rapid digitalization and automation of previously “high-touch” services (Bitner et al., 2000), consumers still prefer human interactions...

...Rodica Ianole-Calin; Geoffrey Hubona; Elena Druica; Cecilia Basu Globally, in the past decade, the financial service sector has undergone profound changes as a result of deregulation and the emergence of new technologies (Bachas et al., 2018), an escalation of competition (Paswan et...

... Transformative Financial services Health services The World Health Organization (2018) predicts that by 2050, 434 million people worldwide will be 80 years or older. The transformation of the world’s population into an increasingly aging society has prompted numerous studies of predictors of life...

... 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. I think it's too far away. I have enough trouble trying to plan for 5 years let alone however long retirement seems (single female, age 32...

... of the US banking system and should accommodate needs for international funds transfers. Originality/value – The findings can help financial service providers and public policy makers to target a growing market segment. Acculturation occurs when an immigrant adds elements of the mainstream culture...