Purpose – The purpose of this study is to identify the underlying dimensions of trustworthiness of financial service providers in the Indian retail banking sector and to model trustworthiness as a set of second‐order factors. The study replicates and extends the work of Ennew and Sekhon in...

Purpose – The objective of this research is to empirically validate the underlying mechanisms by which consumers develop trust in service providers and investigate the impact of consumer's perceptions of trustworthiness and trust on their loyalty intentions. It also aims to study the...

Purpose – The main purpose of this paper is to extend the technology acceptance model (TAM) in the context of internet banking adoption in India under security and privacy threat. Design/methodology/approach – Keeping the TAM proposed by Davis as a theoretical basis, an extended TAM...

Purpose – CRM treats various profiles of customers or individual customers differently, purposively favoring certain customers while deliberately disadvantaging others. This research aims to provide insights into how advantaged (favored) and (non-favored) disadvantaged customers perceive...

Purpose – The purpose of this paper is to examine the relationships between brand logo identification and brand logo benefit on Indonesian consumers’ relationship quality. Design/methodology/approach – This study utilizes survey data in Indonesia and structural equation modeling. In total,...

Purpose – The purpose of this paper is to provide academics and practitioners working with customer relationship management (CRM) with a review of key topics, such as advances in CRM, the shifting role of consumers, issues with conceptualisation and consumer exploitation. The authors further...