Service quality in the USA has become a frustrating and unsatisfying experience. Recent indicators suggest customer satisfaction with service has been steadily declining. The financial services sector is no exception. Existing research indicates credit union customers are more satisfied with...

This study investigates the potential impact of organizational variables on the service recovery performance of frontline employees, and the impact of successful service recovery on frontline employees’ job satisfaction and intensions to resign. Data obtained from a survey of frontline...

Critics often attack marketing as being manipulative, unethical, or “Machiavellian” in nature. Recently, branch marketing has been widely and agressively adopted by banks for growth and expansion purposes in Pacific‐rim countries. However, it is generally believed that the marketing...

Purpose – The purpose of this paper is to examine the extent to which internal brand management (IBM), a subset of internal marketing, impacts on the three dimensions of job satisfaction ( JS), brand commitment (BC) and intention to stay (IS). Design/methodology/approach – A financial...

Purpose The purpose of this paper is to assess the impact of a global measure of internal marketing on bank employee job satisfaction and employee commitment to the bank. In addition, the authors assessed the subsequent impact of job satisfaction and employee commitment on employee-bank...

Purpose – This study aims to empirically test a model of affective and behavioural job outcomes grounded in Bagozzi's reformulation of attitude theory in the novel context of a retail bank in Russia. Design/methodology/approach – Frontline employees (FLEs) completed a self‐administered...

Purpose – The purpose of this paper is to evaluate the job satisfaction level of universal bank employees in India. It focusses on identifying the factors of job satisfaction and their influence on the overall job satisfaction of universal bank employees. Design/methodology/approach – Data...

Purpose – The present paper is an attempt to provide a holistic approach of the Greek banking sector and how it operates. Design/methodology/approach – A survey was carried out in the banking sector of Greece in order to gather information regarding customer satisfaction and loyalty, while...

Purpose – The purpose of this paper is to investigate an integrated model mapping the influence of brand affinity, customer experience, and customer satisfaction on brand equity in retail banking. Design/methodology/approach – Data were collected from 315 banking customers in Trinidad and...

Purpose – The purpose of this paper is to identify and test technology-related critical success factors (CSFs) and its impact on trust and customer satisfaction. Design/methodology/approach – This paper analyses the causal relationship that exists between technology CSFs and customer...