The objective of this study is to examine the structural relationships between service quality, economic and switching costs, loyalty and word-of-mouth intentions. For this aim, we proposed a conceptual model based on literature review and proposed hypothesis according to this model. In order to...

This study aims to explore the role of customer knowledge management (CKM) and satisfaction as antecedents of customer trust, and the mediating function of customer trust in the knowledge-loyalty and satisfaction-loyalty in the Saudi banking sector. This study intends to provide light on the...

The concept of “trust” has gained considerable importance in the field of marketing during the last decades and is seen as a key mediator of customer relationship marketing. But upon a closer look at the literature, the construct “trust” is conceptualized and measured very differently....

This dissertation was designed to investigate third-party frauds on UK retail banking customers, including card fraud, cheque fraud, online banking fraud, telephone banking fraud and banking phishing fraud and the fraud risk management frameworks for UK banks and building societies. The most...

Adopting an internal marketing approach, this paper attempts to provide a deeper understanding of the organisational commitment — service quality relationship in the service context. This is done by empirically testing the relationships that the three components of organisational commitment...

This paper investigates inertia within and across banks in retail deposit markets using detailed panel data on consumer choices and account characteristics. In a structural choice model, I find that costs of inertia are around one third higher for switching accounts across compared to switching...