This study was designed to assess the theoretical and managerial implications of relational norms in two distinct business contexts within the same service industry. The relationship between commercial banks and client‐companies was studied using matched pairs of account managers and company...

This empirical study of commercial banking relationships in France demonstrates that, despite the current emphasis on new technology, contact personnel remain important for the success of professional business‐to‐business services. When account managers are changed, the business clients feel...

Purpose – For many years, the financial industry has been perceived as conservative, old‐fashioned, and somewhat tedious. The purpose of this paper is to examine the effects of humour usage by financial advisors on several sales performance outcomes. Design/methodology/approach – A survey...