.... The paper aims to discuss these issues. Design/methodology/approach Consumer focus groups, interviews with bankers and qualitative consumer surveys were used to gather consumers’ narratives about retail banking. The narratives were examined through frameworks from both the humanities and psychology...

...Achilleas Boukis; Kostas Kaminakis; Anastasios Siampos; Ioannis Kostopoulos Purpose – The purpose of this study is to explore how the adoption of an internal marketing (IM) programme in a retail banking setting enhances some positive employee behaviours that promote customer perceived service...

... influence overall price satisfaction, and have an indirect effect on positive word‐of‐mouth and switching intentions. © Emerald Group Publishing Limited 2013 Price satisfaction Switching behaviour Relationships Retail banking Prices Customer satisfaction Establishing, developing...

... were constructed, describing practices and RM approaches of retail banks in SEE. Data used for the construct of case studies were collected through in‐depth interviews with top management, documentation and banks’ official web sites. Findings Primary reasons for refraining from social media...