Changes in relationships are due to human actions. We assume that these human actions are functions of perceptions of a focal individual, but also the perceptions of other individuals who are part of the organizational and social environment. We hypothesize that perceptions based trust and...

Differences in financial behaviour are explained in the literature by reference to the theory of asymmetrical information, and in particular to the concept of information opacity. The same literature indicates that because SMEs are an opaque type of company, they tend to have relational...

This work wants to demonstrate that complexity is a relevant factor in order to distinguish inside the SMEs aggregate different enterprise typologies and that complex companies have different and more sophisticated financial needs in comparison with simple enterprises. The study carried out on a...

The main aim of the paper is to analyse the way of formulating floating-rate clauses as one of the determinants of attractiveness of floating-rate term deposits and the assessment of the compliance of these clauses with law and ethics.In the initial part of of the paper floating-rate term...

This paper argues that retail banks need to focus more strongly on components of their Customer Relationship Management (CRM) strategy that will generate customer affective commitment and lead to an increase in customer retention, share of wallet, and advocacy. It is suggested that affective...

During the past decade or so, financial institutions have been facing some of the most challenging times in their history. The world has become a much more open place, with competition coming from many sources that were of no great significance previously. Information is available freely and...

This paper attempts to critically examine the available literature on the subject, discuss a model that provides a managerial framework for analyzing the variables associated with customer value, and to identify potential research areas. The discussion draws conceptual impetus from new...

Banks in New Zealand have been putting substantial efforts into trying to attract and retain tertiary student customers for a number of years. A popular marketing strategy is price bundling, in which two or more products and services are offered at the same time at a discount. This paper reports...

The objective of this study was to verify how executive's interpretive schemes have actuated as mediators of strategic positioning of the commercial banks in the face of implementation of Plano Real, in Brazil. The period of analysis: from 1992 to 1998. The gathered data allowed to point out the...

Attracting customers from other banks is important for banks in markets such as New Zealand, where there is a very small proportion of the population that is unbanked. However, limited research exists to understand the expectations and experiences of bank customers in relation to how easy...