The outbreak of COVID-19 severely affected the achievement of the sustainable development goals. The American Hospital Association estimated an average loss of US\50.7 billion per month for US hospitals during the COVID-19 pandemic. In the less developed economies, it costs about US\52 billion...

The study examined whether or not the rebranding activities in the Ghanaian banking industry, had any influence on customers’ perception on service quality, their level of satisfaction and their level of loyalty. These relationships were ascertained by running a moderation and linear...

Purpose—The study aims to examine the mediating role of frontline employee job satisfaction in the relationship between abusive customer behaviour and employee turnover intentions in the banking industry.Design/Methodology/Approach—The study sampled 186 frontline employees from 10 banks in...