... 06 2016 17 01 2017 27 02 2017 © Emerald Publishing Limited 2017 Emerald Publishing Limited Licensed re-use rights only Retail banking Loyalty Cross-buying Choice model Customer choice behaviour Since the global financial crisis in 2008/2009, the banking industry...

... 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...

...Goitom Tesfom; Nancy J. Birch Purpose The purpose of this paper is to examine whether switching barriers in the retail banking industry affect different age groups differently. Design/methodology/approach Questionnaires were administered to 188 bank customers of different age groups, measuring...