... 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...

... and Salancik, 1978 , p. 67). Not surprisingly, it is argued that keeping an organisation aligned with its environment is an important determinant of success (Teece, 1984). Supply chain management Distribution channels and markets Uncertainty management Financial services United Kingdom...

... and advance the applicability of methods of service quality analysis. © Emerald Group Publishing Limited 2005 Performance management Customer satisfaction Customer services quality United Kingdom An executive summary for managers and executive readers can be found at the end...

... attributes. © Emerald Group Publishing Limited 2005 Brand image Business travel Tourism United Kingdom An executive summary for managers and executive readers can be found at the end of this article. As a consequence, the study of place branding also extends across a wide area...

..., i.e. normative and continuance (Caruana and Calleya, 1998). © 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...

.... Distribution channels Financial services Marketing Relationship marketing Service industries United Kingdom The distribution process has long been viewed as marketing′s“dark continent”, the single most neglected aspect of the marketing function (Drucker, 1989). In recent years,however, this has...

... purchase. © MCB UP Limited 1995 Consumer behaviour Interpersonal communications Marketing Retailing Service United Kingdom There is clear recognition in the services marketing literature of the importance of personal interactions in the service encounter in creating satisfied...