Gill, Amarjit S.; Flaschner, Alan B.; Shachar, Mickey - In: International Journal of Bank Marketing 24 (2006) 6, pp. 384-405
Purpose – The paper seeks to extend Coulter and Coulter (2002) findings regarding the impact of “person‐related” service characteristics (empathy, politeness, and similarity) and “offer‐related” service characteristics (customization, competence, and promptness) by examining...