... entities in the relationship (Castaldo, 2007 , p. 157). Affective trust is based on the notion that emotional ties develop between the trustor and trustee and that they serve as the basis for trust formation. Trust Retail banking Services marketing Banking United Kingdom Hong Kong India...

... as the young are likely to become the most important segment of users as the worldwide web and banking services become more advanced in the future. © Emerald Group Publishing Limited 2010 Virtual banking United Kingdom Customer satisfaction Customer services quality Market segmentation Young...

... Product positioning Credit cards Research methods United Kingdom Services Financial services An executive summary for managers and executive readers can be found at the end of this issue. The literature review shows that since one of the objectives of offerings' long‐term competitive...

... Limited 2007 Financial services Product elimination Product management Customer service management Decision making United Kingdom An executive summary for managers can be found at the end of this article. By reporting on empirical evidence from the UK financial services sector...

... Distribution channels and markets Uncertainty management Financial services United Kingdom According to Thompson (1967 , p. 70), “organisations facing heterogeneous … environments seek to identify homogeneous segments and establish structural units to deal with each”. In the same vein, Dwyer...

... scarce resources more effectively. Performance management Customer satisfaction Customer services quality United Kingdom © Emerald Group Publishing Limited 2005 An executive summary for managers and executive readers can be found at the end of this article...

... of pre‐determined attributes in the form of Likert and semantic differential scales. Brand image Business travel Tourism United Kingdom The destination branding literature, however, focuses primarily on leisure tourism. There has been little academic investigation into the branding of places...

... in determining service quality of customer‐contact employees. © Emerald Group Publishing Limited 2004 Banking Call centres Customer services quality Human resource management Job satisfaction United Kingdom An executive summary for managers and executive readers can be found at the end...

... prominence as increasing attention is paid by life assurance companies to influencing the purchasing process of independent intermediaries. © MCB UP Limited 1995 Distribution channels Financial services Marketing Relationship marketing Service industries United Kingdom...

... which would appear to stimulate OOP2, the opportunity for OOP2 exists in terms of the number of “other customers” always in the system. Consumer behaviour Interpersonal communications Marketing Retailing Service United Kingdom There is clear recognition in the services marketing...