Purpose – In this paper the authors aim to study the impact of customer demographics on service value, customer satisfaction, and customer loyalty in the private banking industry, i.e. a high-involvement context.Design/methodology/approach – The authors estimate a structural equation model...

Purpose – In this paper the authors aim to study the impact of customer demographics on service value, customer satisfaction, and customer loyalty in the private banking industry, i.e. a high‐involvement context. Design/methodology/approach – The authors estimate a structural equation...