Purpose – The potential to provide customers with information about experience and credence qualities in advance of purchase has resulted in widespread recognition of the significance of brands in relation to consumer choice in the service sector. Arguably, what is of particular significance...

Examines the rationale for a green approach to marketing. Argues that banks can achieve competitive advantage through adopting a greening approach, and looks at the variety of responses which can be made to the increasing environmental concern of stakeholders. Examines areas where there is...

Evaluates the working of the Financial Services Act, comparing its early promise with a rising tide of criticism, suggesting that self regulation does not adequately safeguard the consumer interest.

Purpose – Emotional responses to complaint experiences have received limited research interest. The current paper seeks to address this gap by considering the role of perceived justice in the elicitation of differential emotions following complaint‐handling experiences....

Acknowledgements -- Introduction -- Context and strategy -- The role, contribution and context of financial services -- The financial services marketplace : structures, products and participants -- Marketing financial services : an overview -- Strategic development and marketing planning --...